IT Support Technician

Vortex Companies, LLC•Houston, TX

106d•Onsite

About The Position

The IT Support Technician will provide Tier 2 onsite support for end users, troubleshooting hardware, software, access, and connectivity issues. This role involves responding to, tracking, and resolving incidents and service requests through the organization’s ticketing system. The technician will also support and administer user accounts, permissions, and group memberships in Active Directory, and manage endpoints using RMM tools. Support for Microsoft 365 services, endpoint security, basic networking, and Windows servers/virtualized infrastructure is also a key part of the role. Responsibilities include workstation setup, imaging, deployment, patching, and lifecycle support, as well as escalating issues and documenting technical procedures. The role also involves supporting onboarding/offboarding, office IT needs, and collaborating with internal IT staff, vendors, and service providers. Travel to company locations may be required.

Requirements

2+ years of hands-on IT support experience in a Tier 2 or similar technical support role
Strong experience with Active Directory administration and user support
Experience using a remote monitoring and management platform (NinjaOne experience a plus)
Experience working with ticketing systems (Freshservice experience a plus)
Experience supporting Microsoft 365 / Office 365 environments
Experience working with EDR or endpoint security tools
Familiarity with basic networking concepts, including IP addressing, DNS, DHCP, switching, wireless, and VPN troubleshooting
Familiarity with server administration and virtualization platforms, including Hyper-V and VMware
Strong troubleshooting, communication, customer service, and documentation skills
Ability to work fully onsite in a hands-on support role
Willingness and ability to travel up to 50% as needed
Ability to prioritize and manage multiple issues in a fast-paced environment
Process orientation with the ability to identify and make recommendations to standardize processes and champion continuous IT process improvement
Ability to work collaboratively and cross functionally to deliver IT support and project outcomes

Nice To Haves

NinjaOne experience
Freshservice experience
CompTIA Network+ or similar networking certification
Experience supporting office expansions, acquisitions, infrastructure transitions, or user migrations

Responsibilities

Provide Tier 2 onsite support for end users, including troubleshooting hardware, software, access, and connectivity issues
Respond to, track, and resolve incidents and service requests through the organization’s ticketing system
Support and administer user accounts, permissions, group memberships, and related tasks in Active Directory
Manage and support endpoints using RMM (Ninja a plus)
Support Microsoft 365 services, including Outlook, Teams, OneDrive, and user administration
Assist with endpoint security administration and support related to EDR platforms
Troubleshoot and resolve basic networking issues, including DNS, DHCP, TCP/IP, VPN connectivity, wireless access, and switching-related problems
Provide support for Windows servers and virtualized infrastructure, including Hyper-V and VMware environments
Perform workstation setup, imaging, software deployment, patching, and lifecycle support
Escalate issues when appropriate while maintaining ownership through resolution
Document technical issues, troubleshooting steps, solutions, and operational procedures clearly and accurately
Support onboarding, offboarding, office IT needs, and onsite operational support activities
Collaborate with internal IT staff, vendors, and service providers on support issues and projects
Travel to company locations as needed to provide onsite technical support, project assistance, and operational coverage
Other duties as assigned