IT Support & Systems Technician II

ExtensisHR • Norwich, CT

5d • Hybrid

About The Position

I-M Technology is a Connecticut-based managed technology and cybersecurity company founded in 2003. We help small businesses and nonprofit organizations operate securely, reliably, and effectively through managed IT, cybersecurity, cloud services, technical guidance, and project work. We are building a more proactive service model—one that does more than respond when something breaks. Our technicians help clients resolve immediate problems, maintain healthy systems, identify risks, improve documentation, and prevent recurring issues. Our core values guide how we work: Do the Right Things Right, Integrity, Better Every Day, Respect Who You Are. We are looking for a capable Level 2 technician who can troubleshoot technical issues, communicate well with clients, follow established processes, and take ownership of assigned work. This position is built around a common managed-services technician foundation. During onboarding, we will establish your primary workstream based on your demonstrated strengths, experience, and the needs of the company: Support Desk, Centralized Services, or Technical Alignment. Your primary responsibilities and success measures will be clearly defined. Occasional cross-team work will be expected, but this is not intended to become an undefined “do everything” position. The right person will be comfortable working both independently and collaboratively, documenting work thoroughly, escalating effectively, and learning how technology affects the client’s actual operations.

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
• Accurately record time, troubleshooting steps, root cause, resolution, and next actions
• Keep client technical documentation current as systems and configurations change
• Use remote monitoring, management, security, backup, and documentation tools effectively
• Understand the potential effect of technical changes on client security, productivity, and business continuity
• Collaborate with other 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

Benefits

• Competitive starting salary based on experience
• 401k with company match
• Health insurance with company contribution
• Paid dental, vision and life insurance
• 5 weeks 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
• An upbeat, successful, and motivated team to work with

What This Job Offers

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