IT Support Technician II

Marotta Controls•Parsippany, NJ

5d•Onsite

About The Position

The IT Support Technician II provides advanced technical support to end users across the organization and serves as an escalation point for issues that cannot be resolved through first-level support. The role troubleshoots hardware, software, network, authentication, virtual desktop, mobile device, and collaboration technology issues while delivering strong customer service. The technician independently diagnoses and resolves moderately complex issues, owns incidents through resolution, documents solutions, assists with technology deployments and projects, and provides technical guidance to Level I support personnel. The position interacts with both a professional office environment and a manufacturing/machine shop environment. It is based at the Parsippany, New Jersey corporate offices and may require occasional travel to the Montville office; no regular travel is expected. The role uses standard office equipment and manufacturing machinery, and requires appropriate eye, hearing, and foot protection as applicable. This is a full-time position with an on-call rotation and occasional weekend support.

Requirements

At least 5 years of experience providing desktop, help desk, service desk, or end-user IT support.
Strong knowledge of Windows 10/11 operating systems and enterprise desktop environments.
Experience supporting Microsoft 365 applications and services.
Working knowledge of Active Directory, user/group administration, permissions, and authentication.
Experience troubleshooting computer hardware, software, peripherals, and network connectivity.
Familiarity with IT service management and ticketing platforms such as Jira Service Management, ServiceNow, or similar systems.
Understanding of networking fundamentals, including TCP/IP, DNS, DHCP, VPN, wired, and wireless networking.
Ability to troubleshoot technical issues independently using a logical and systematic approach.
Strong written and verbal communication skills.
Strong customer-service skills and ability to communicate technical concepts to non-technical users.
Ability to prioritize multiple incidents and requests in a fast-paced environment.
Ability to document troubleshooting procedures and technical solutions clearly and accurately.
Strong troubleshooting and analytical skills.
Ability to work independently with limited supervision.
Ownership and accountability for assigned incidents and requests.
Ability to determine when an issue should be escalated to another technical team.
Strong attention to detail and documentation.
Professional communication and customer-service skills.
Ability to communicate effectively with employees at all levels of the organization.
Willingness to learn new technologies and continuously develop technical skills.
Ability to mentor junior technicians and share technical knowledge with the team.
Ability to provide proof of U.S. citizenship and/or an export license when required to comply with applicable laws, regulations, executive orders, or government contracts.

Nice To Haves

Associate's or bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent professional experience.
Experience supporting Citrix Workspace, Citrix Virtual Apps and Desktops, VDI, or thin-client environments.
Experience with endpoint management platforms such as Microsoft Intune, ManageEngine Endpoint Central, SCCM/MECM, or similar technologies.
Experience supporting Cisco Webex, Microsoft Teams Rooms, or other enterprise conferencing technologies.
Experience with Jira Service Management or other ITSM platforms.
Familiarity with PowerShell or other scripting/automation technologies.
CompTIA A+, Network+, Microsoft, Citrix, or similar industry certifications.
Experience working within an ITIL-based service management environment.

Responsibilities

Provide Level II technical support for desktops, laptops, thin clients, peripherals, applications, and other end-user technology.
Serve as an escalation point for Level I support technicians and independently troubleshoot complex technical issues.
Diagnose and resolve Windows operating system, application, hardware, connectivity, printing, authentication, and performance issues.
Support Microsoft 365 applications, including Outlook, Teams, OneDrive, and Office applications.
Support virtual desktop and remote-access environments, including Citrix and/or other VDI technologies.
Perform Active Directory account administration, including user accounts, groups, permissions, computer objects, and basic Group Policy troubleshooting.
Troubleshoot network connectivity issues involving wired and wireless networks, VPN, DNS, DHCP, and TCP/IP.
Install, configure, deploy, replace, and maintain desktops, laptops, thin clients, monitors, docking stations, and related peripherals.
Support conference room and collaboration technologies, including video conferencing, displays, cameras, microphones, and Microsoft Teams/Webex systems.
Assist with software packaging, application deployment, operating system upgrades, patching, and endpoint management.
Provide support for new-hire onboarding, employee transfers, equipment replacements, and offboarding activities.
Maintain accurate hardware and software inventory records and assist with IT asset lifecycle management.
Create and maintain technical documentation, knowledge base articles, troubleshooting procedures, and end-user instructions.
Document incidents, requests, troubleshooting steps, and resolutions in the IT service management system.
Monitor assigned incidents and service requests to support timely resolution and compliance with service-level expectations.
Identify recurring technical issues and recommend permanent solutions or process improvements.
Assist with IT infrastructure, endpoint, security, and technology deployment projects as assigned.
Follow cybersecurity policies and appropriately escalate suspected security incidents.
Mentor and provide technical guidance to Level I support technicians.
Coordinate with infrastructure, networking, cybersecurity, application, and other IT teams when issues require additional escalation.
Participate in scheduled after-hours support, maintenance activities, or on-call coverage when required.