IT Technician II

Intulse•Lancaster, PA

6d•Hybrid

About The Position

Intulse is a privately owned company with core beliefs founded in Christian faith and we hire individuals who share that faith and commitment to our core values. This role serves as an escalation point for Level 1 technicians on complex desktop, server, network, and cloud issues. The IT Technician II will diagnose and resolve problems across various systems, troubleshoot root causes, and document fixes. The position involves hands-on installation and field work, primarily during project phases, including installing and configuring hardware and networking equipment. The role also includes configuring and supporting networking infrastructure, administering Windows Server environments, managing endpoints and mobile devices, supporting virtualization platforms, and administering Microsoft 365 or Google Workspace. Additionally, the technician will use ticketing and RMM tools for tracking and documentation, monitor dashboards and alerts, and participate in project work. Communication and reporting are key, as is team collaboration and mentorship of Level 1 technicians. The role requires regular travel across Central PA and adherence to specific schedule requirements, including potential evening or weekend work. Candidates must be local to the Lancaster, PA office and work in the office 2 days a week.

Requirements

4+ years in an IT support, helpdesk, or field technician role
Strong Windows and Windows Server administration experience (Active Directory, DNS, DHCP, file services)
Apple/macOS and iOS device support experience
Experience with mobile device management (MDM) platforms (Intune, Jamf, or similar)
Solid networking skills: TCP/IP, VLANs, switching, wireless, and basic routing and VPN
Hands-on experience installing and configuring firewalls, switches, and wireless access points
Familiarity with running and terminating low voltage cabling
Comfortable using ticketing, RMM, and remote support tools
Strong critical thinking skills and the ability to make quick, sound decisions in the field
Clear written and verbal communicator, comfortable and professional in face-to-face client interactions, with a self-directed work ethic
Must be able to perform physical installation work, including hardware, networking equipment, servers, computers, and occasional low voltage cabling
Must be able to lift and transport IT hardware (servers, UPS units, switches, and similar) up to 50 pounds
Must be comfortable working on lifts or ladders for access points, cabling, and mounted equipment
Must be able to bend, kneel, reach, and work in tight spaces such as server rooms and network closets
Regular travel across Central PA using your own vehicle (mileage reimbursed)
Valid PA driver's license and reliable transportation required
Candidates local to our Lancaster, PA office
Must share Intulse's Christian faith and commitment to core values

Nice To Haves

Prior experience in an MSP or multi-client support environment
Experience supporting church or non-profit organizations
Microsoft 365 or Google Workspace admin experience
Experience with virtualization (Hyper-V, Proxmox, etc.)
Experience with Ubiquiti UniFi networking
Relevant certifications (CompTIA Network+, Security+, Microsoft, or similar)

Responsibilities

Serve as an escalation point for Level 1 technicians on complex desktop, server, network, and cloud issues
Diagnose and resolve problems across desktops, laptops, printers, servers, firewalls, switches, and wireless systems
Troubleshoot root causes rather than symptoms, and document the fix so the issue does not recur
Make quick, well-reasoned decisions when a job does not go as planned, and adapt on the fly to keep work moving
Delight our clients with fast, respectful, and helpful service
Install and configure hardware and networking equipment, including firewalls, switches, wireless access points, servers, workstations, and peripherals
Run, terminate, and test low voltage cabling when a project requires it
Mount, rack, and cable equipment cleanly and to our standards
Perform hardware adds, moves, and changes, including physical relocations
Support onsite deployments, migrations, and infrastructure rollouts from start to finish
Configure and support VLANs, switching, wireless, and basic routing and VPN connectivity
Administer Windows Server environments, including Active Directory, DNS, DHCP, and file services
Support and manage endpoints and mobile devices, including iOS, through mobile device management (MDM) platforms
Support virtualization platforms (Hyper-V, Proxmox, or similar)
Administer Microsoft 365 or Google Workspace environments
Support backup, recovery, and business continuity systems
Use our ticketing system to track and resolve all work
Ensure tickets are updated promptly and not left “stale”
Split and categorize issues properly when multiple concerns are reported
Create and maintain client documentation, network diagrams, and SOPs in our IT documentation tool and other systems
Monitor dashboards and alerts and follow up with defined remediation steps
Execute regularly scheduled or automated tasks as outlined in procedures
Identify recurring patterns and recommend proactive fixes
Lead or assist with project phases, including hardware installs, network refreshes, and migrations
Coordinate onsite work and support senior engineers on larger infrastructure rollouts
Help plan and sequence work so installations go smoothly the first time
Represent our company well during on-site visits through friendly, respectful, and professional face-to-face communication
Provide clear, professional support in person, by phone, email, and in writing to resolve tickets and keep users informed
Keep clients informed on ticket progress, status changes, or outages
Escalate appropriately to senior team members when needed
Submit accurate timesheets and expense reports
Flag risks or recurring issues to the Service Manager and project leads
Use AI to multiply your skills and save time, without using it as a replacement for critical thinking or feeding it inappropriate data such as personally identifiable information
Follow weekly schedules and dispatch assignments
Support and mentor Level 1 technicians, sharing knowledge and helping them grow
Participate in process improvements and feedback loops
Support our team's security posture by adhering to SOPs and staying vigilant
Show initiative by suggesting improvements, raising flags, and helping us serve better