IT Support Technician (level 1/level 2)

Level 1 / Level 2 IT Support Technician

We are seeking a Level 1 / Level 2 IT Support Technician to join our Managed Services team. The ideal candidate will deliver exceptional helpdesk and technical support to clients across diverse industries, including Healthcare, Government Contracting, and Construction, ensuring compliance with HIPAA and CMMC standards.

This role provides remote support within standard business hours (Monday–Friday, 9 AM–5 PM EST), with participation in after-hours on-call rotation for critical issues (P1/P2).

Key responsibilities include:

• Technical Support
• Provide Level 1 and Level 2 technical support via ticketing system, phone, and remote sessions.
• Troubleshoot and resolve issues related to:
• Microsoft 365 administration (Exchange, Teams, SharePoint, OneDrive)
• Intune device management and endpoint compliance
• Windows and macOS operating systems
• Unifi networking (gateways, switches, access points)
• Basic networking (VLANs, VPNs, IP configuration)
• Support collaboration tools such as Microsoft Teams, Zoom, and Slack as required.
• Manage user onboarding/offboarding, MFA/Conditional Access setup, and device enrollment.
• Escalate complex issues to internal senior technicians or local field techs as necessary.

• Monitoring & Maintenance
• Monitor alerts via Intune, Microsoft Defender, and UniFi dashboards.
• Apply patches and updates through Intune and Windows Update for Business (WUfB).
• Ensure device and network security alignment with CIS benchmarks and compliance frameworks.
• Document incidents, resolutions, and preventive recommendations in internal systems.

• Compliance & Documentation
• Maintain documentation in Hudu and per-client compliance systems (SSPs, CRMs, policy repositories).
• Adhere to HIPAA and CMMC data security protocols and company confidentiality requirements.
• Support data backup and disaster recovery operations using Veeam or Acronis, as applicable.

Growth Path

3 Months: Independently handle L1 queue, follow SOPs, maintain documentation.

6 Months: Handle L2 escalations and contribute to process documentation.

12 Months: Lead improvements in SLA performance and mentor junior technicians.

Work Setup

Schedule: Monday–Friday, 9 AM–5 PM EST

After-hours: On-call rotation for P1/P2 emergencies

Environment: Hybrid MSP setup (outsourced + local escalation)

Tools: Microsoft Intune, Microsoft Defender, UniFi Network Controller, Hudu Documentation, Veeam/Acronis Backup