IT Support Technician

POSITION OVERVIEW

Job Summary

The IT Support Technician II serves as the primary on-site technical support resource for the Naples location, providing day-to-day support for end users, devices, and local technology infrastructure. Reporting to the IT Manager, this role is responsible for configuring, deploying, maintaining, and troubleshooting end-user hardware, software, and peripherals while ensuring a high level of customer service.

This position supports employee onboarding and offboarding, manages endpoint configurations, resolves Tier 1 and Tier 2 technical issues, and partners with the broader IT team to maintain secure, reliable technology operations. The ideal candidate enjoys solving technical problems, working directly with users, and taking ownership of local IT support needs.

Essential Responsibilities

• Serve as the primary IT support contact for the Naples office, providing timely and professional technical assistance to employees.
• Configure, deploy, maintain, and troubleshoot desktops, laptops, mobile devices, printers, monitors, and other end-user equipment.
• Image, reimage, and deploy systems using approved endpoint management tools, including Microsoft Intune and Windows Autopilot.
• Install, configure, troubleshoot, and maintain Windows operating systems and business applications.
• Create, modify, and deactivate user accounts within Active Directory, Azure Active Directory, and Microsoft 365.
• Assign software licenses, security groups, and user permissions while following company security standards.
• Provide Tier 1 and Tier 2 support for hardware, software, Microsoft 365 applications, network connectivity, VPN access, printers, and peripheral devices.
• Diagnose and resolve technical issues through the organization's ticketing system while meeting established service level expectations.
• Escalate complex technical issues to senior IT staff or external vendors when appropriate.
• Support employee onboarding and offboarding by preparing equipment, provisioning accounts, and ensuring timely access to required systems.
• Perform quality assurance testing on configured devices prior to deployment.
• Maintain accurate documentation of support activities, asset inventory, configurations, and troubleshooting procedures.
• Assist with software deployments, upgrades, patches, and endpoint maintenance initiatives.
• Coordinate warranty repairs, equipment replacements, and vendor support requests as needed.
• Maintain IT asset inventory and assist with hardware lifecycle management.
• Follow IT security policies, change management procedures, and company technology standards.
• Provide occasional after-hours support for system upgrades, office moves, or critical business needs.

Required Qualifications

• Associate's degree in Information Technology, Computer Science, or a related field, or equivalent professional experience.
• 2–5 years of experience providing desktop support, helpdesk support, or IT technical support.
• Strong experience supporting Windows 10 and Windows 11 environments.
• Hands-on experience with Microsoft 365, including Outlook, Teams, OneDrive, Exchange, and SharePoint.
• Working knowledge of Active Directory and Azure Active Directory user administration.
• Experience deploying and supporting desktop and laptop hardware.
• Familiarity with endpoint deployment and management solutions such as Microsoft Intune and Windows Autopilot.
• Experience working within an IT ticketing system.
• Strong troubleshooting, analytical, and problem-solving skills.
• Excellent customer service and communication skills.
• Ability to prioritize multiple requests while maintaining attention to detail.

Preferred Qualifications

• Bachelor's degree in Information Technology or related field.
• Experience supporting multi-site office environments.
• Experience with Microsoft Endpoint Manager.
• Basic networking knowledge including:
• TCP/IP
• DNS
• DHCP
• VPN
• Wireless networking
• Experience with Dell, HP, or Lenovo enterprise hardware.
• CompTIA A+, Network+, Microsoft, or similar industry certifications.
• Experience supporting conference room technology and audio/video equipment.

Knowledge, Skills & Abilities

• Excellent customer service mindset with the ability to communicate effectively with technical and non-technical users.
• Strong troubleshooting and diagnostic abilities.
• Ability to work independently while collaborating with remote IT team members.
• Strong organizational and documentation skills.
• Ability to manage competing priorities in a fast-paced environment.
• High attention to detail and commitment to IT security best practices.
• Willingness to continuously learn new technologies and processes.

Working Conditions

• Primarily office-based in Naples, FL.
• Occasional lifting of IT equipment up to 40 pounds.
• May require occasional travel to nearby office locations.
• Occasional evening or weekend support for maintenance activities or business-critical issues.