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