IT Support & Systems Technician II

I-M Technology, LLC • Norwich, KS

2d

About The Position

I-M Technology is hiring a Level 2 technician to troubleshoot technical issues, communicate effectively with clients, follow established processes, and take ownership of assigned work. During onboarding, the technician’s primary workstream will be set according to demonstrated strengths, experience, and company needs: Support Desk, Centralized Services, or Technical Alignment. Responsibilities and success measures will be defined for that workstream, with occasional cross-team work expected.

The technician will resolve client problems, maintain healthy systems, identify risks, improve documentation, and help prevent recurring issues. The role requires independent and collaborative work, thorough documentation, effective escalation, and an understanding of how technology affects client operations. Onsite and after-hours support may be required when scheduled.

Potential assignments include responsive end-user support; monitoring and maintaining managed-services tools and systems; or proactive reviews of client environments, standards, and risks. Technologies may include Windows and macOS, Microsoft 365, Google Workspace, identity and endpoint-management platforms, networking, servers, cybersecurity and backup systems, RMM and PSA platforms, hardware, and scripting or automation tools. Experience with every listed technology is not required; candidates should have a solid foundation in several areas.

I-M Technology is a Connecticut-based managed technology and cybersecurity company founded in 2003. It serves small businesses and nonprofit organizations through managed IT, cybersecurity, cloud services, technical guidance, and project work. The company describes its values as “Do the Right Things Right,” “Integrity,” “Better Every Day,” and “Respect.”

Requirements

• At least two years of hands-on IT support, systems administration, or managed-services experience.
• Demonstrated Level 2 troubleshooting ability across endpoints, Microsoft 365, identity, networking, and common business applications.
• Strong written and verbal communication skills.
• Ability to organize and prioritize multiple assignments.
• Ability to document technical work accurately and completely.
• Sound judgment when making changes that could affect client operations or security.
• Willingness to follow established processes while helping improve them.
• Ability to work from the Norwich-area office and travel to client locations.
• Valid driver’s license and reliable transportation.
• Ability to participate in an on-call rotation.
• Ability to pass applicable employment and background checks.

Nice To Haves

• Previous experience working for a managed service provider.
• Experience with ConnectWise Manage, NinjaOne, or comparable PSA and RMM platforms.
• Experience supporting organizations with cybersecurity or compliance requirements.
• Familiarity with HIPAA, PCI, CIS Controls, or similar security frameworks.
• CompTIA Network+, Security+, Microsoft, or comparable certifications.
• Experience with technical auditing, system standardization, automation, or proactive account maintenance.
• Experience supporting nonprofit, healthcare, professional-services, or other small and midsized organizations.
• A college degree is not required when equivalent technical experience, professional development, and demonstrated ability are present.

Responsibilities

• Take ownership of assigned tickets, scheduled work, and recurring responsibilities.
• Diagnose technical problems and pursue them through resolution or effective escalation.
• Communicate professionally and promptly with clients and team members.
• Follow documented service-delivery processes and security practices.
• Record time, troubleshooting steps, root cause, resolution, and next actions accurately.
• Keep client technical documentation current as systems and configurations change.
• Use remote monitoring, management, security, backup, and documentation tools effectively.
• Consider the effects of technical changes on client security, productivity, and business continuity.
• Collaborate with service-delivery teams through clear handoffs and knowledge sharing.
• Identify recurring problems and help develop permanent solutions.
• Participate in daily huddles, team meetings, technical training, and improvement initiatives.
• Provide onsite and after-hours support when scheduled or required.
• Depending on primary workstream, troubleshoot end-user issues; monitor and maintain managed-services systems and tools; or review client environments, standards, and risks.
• For Support Desk work, support users remotely and onsite, manage tickets, perform user and device moves/adds/changes, verify problems and resolutions, coordinate with vendors, and provide timely client updates.
• For Centralized Services work, review alerts and system health, resolve failures and compliance exceptions, deploy and maintain managed-services tools, verify patch, backup, endpoint protection, and security-tool coverage, improve alerting, assist with onboarding, and develop scripts, reports, workflows, or automations.
• For Technical Alignment work, conduct scheduled client-environment reviews, compare systems with company standards and industry practices, identify risks and configuration gaps, maintain asset and client documentation, develop procedures and checklists, and coordinate findings with relevant teams.

Benefits

• Competitive starting salary based on experience.
• 401(k) with company match.
• Health insurance with company contribution.
• Paid dental, vision, and life insurance.
• Five weeks of PTO, available after 90 days.
• Birthday off.
• Paid training and certification program and incentives.
• Use of company-provided shared service vehicles and tools.
• Company-issued Microsoft Surface laptop/tablet, VOIP phone/app, smartphone, swag, and other gear.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed