IT Support & Systems Technician II

I-M Technology, LLC•Norwich, KS

6d•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. 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, 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
Windows 10, Windows 11 and MacOS
Microsoft 365 and Google Workspace administration
Entra ID and Active Directory
Exchange Online, SharePoint, OneDrive, and Teams
Microsoft Intune and endpoint management
TCP/IP, DNS, DHCP, VPNs, Wi-Fi, switches, and firewalls
Windows Server and common business network environments
Endpoint protection and cybersecurity tools
Backup and disaster-recovery systems
Remote monitoring and management platforms
PSA or IT service-management systems
Hardware installation, replacement, and troubleshooting
PowerShell, scripting, workflow automation, or AI-assisted technical tools
IMT currently works extensively with Google Workspace, Microsoft 365, ConnectWise Manage, NinjaOne, endpoint security, cloud backup, and other MSP management platforms.

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
Troubleshooting Microsoft 365, Windows, application, printing, connectivity, account, and endpoint issues
Supporting client end users remotely and onsite
Working tickets according to priority, age, and documented service processes
Performing user and device moves, adds, and changes
Verifying the reported problem before troubleshooting and confirming proper operation after resolution
Recognizing when an issue should be escalated, scheduled, or transitioned into project work
Working with third-party application and hardware vendors when necessary
Providing timely updates so clients know what is happening and what to expect next
Monitoring the health of RMM, patching, endpoint protection, backup, security, and alerting systems
Reviewing and resolving alerts, failed jobs, backup errors, agent issues, and compliance exceptions
Deploying and maintaining managed-services tools across client devices
Verifying patch, backup, endpoint protection, and security-tool coverage
Improving alert thresholds and reducing unnecessary or false-positive tickets
Assisting with new-client onboarding and tool deployment
Working with vendors to resolve platform and integration problems
Developing scripts, reports, workflows, or automations that improve service efficiency
Supporting the service team with centralized tools, technical knowledge, and internal training
Performing scheduled remote and onsite reviews of client environments
Comparing client systems and configurations against IMT standards and industry practices
Identifying outdated, unsupported, undocumented, or misconfigured technology
Reviewing network infrastructure, endpoints, servers, Workspace/Microsoft 365, security controls, backups, licensing, and physical technology environments
Confirming that required management and security tools are properly applied
Maintaining accurate asset, configuration, and client-specific documentation
Developing and updating client-specific procedures and checklists
Documenting risks and findings for technical and business planning
Helping reduce recurring tickets, downtime, and preventable service demands
Coordinating findings with account management, centralized services, support, and project teams

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