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Provide Level 2 IT support to employees by resolving escalated hardware, software, account and connectivity issues. Manage user accounts and devices, support Microsoft 365 and office technology, coach Level 1 technicians, document solutions, and escalate complex infrastructure or security issues. The position is based at the Plain City, Ohio facility and includes occasional travel and after-hours support rotation. Responsibilities Resolve tickets escalated from Level 1 and identify root causes of recurring issues. Troubleshoot Windows, Microsoft 365, business applications, VPN, Wi-Fi and basic network connectivity. Manage Active Directory accounts, groups and permissions, and Microsoft 365 collaboration permissions. Build, image, deploy and manage computers and mobile devices using endpoint management tools. Coach Level 1 technicians, review ticket quality, and maintain knowledge base articles and procedures. Support office technology, escalate infrastructure and security issues, and travel to company sites for hands-on support as needed. Required Skills Windows troubleshooting Microsoft 365 administration Business application support Active Directory Account and permission management Intune Autopilot Endpoint deployment and management VPN and remote access support Network connectivity troubleshooting

Provide first-line IT support to employees by responding to requests, resolving common hardware, software and account issues, and escalating complex problems. Maintain accurate support tickets and equipment records, assist with onboarding and offboarding, and follow security procedures at the Plain City facility. Responsibilities Respond to IT requests by phone, email, chat, ticketing system, in person and remote support. Log, prioritize and track support requests through resolution. Reset passwords, unlock accounts and configure multi-factor authentication. Troubleshoot Windows computers, printers, mobile devices, peripherals and Microsoft 365 applications. Set up computers and accounts for new hires and recover equipment and remove access for departing employees. Install approved software, maintain asset inventory and documentation, follow security procedures, and escalate complex issues. Required Skills Windows PC troubleshooting Hardware troubleshooting Printer troubleshooting Mobile device support Peripheral troubleshooting Microsoft 365 Outlook Microsoft Teams One Drive Ticketing systems