IT Support & Systems Technician 2

Who We Are

I-M Technology is a Connecticut-based managed technology and cybersecurity company founded in 2003. We help small businesses and nonprofit organizations operate securely, reliably, and effectively through managed IT, cybersecurity, cloud services, technical guidance, and project work.

We are building a more proactive service model—one that does more than respond when something breaks. Our technicians help clients resolve immediate problems, maintain healthy systems, identify risks, improve documentation, and prevent recurring issues.

Our core values guide how we work:

• Do the Right Things Right
• Integrity
• Better Every Day
• Respect

Who You Are

We are looking for a capable Level 2 technician who can troubleshoot technical issues, communicate well with clients, follow established processes, and take ownership of assigned work.

This position is built around a common managed-services technician foundation. During onboarding, we will establish your primary workstream based on your demonstrated strengths, experience, and the needs of the company:

• Support Desk
• Centralized Services
• Technical Alignment

Your primary responsibilities and success measures will be clearly defined. Occasional cross-team work will be expected, but this is not intended to become an undefined “do everything” position.

The right person will be comfortable working both independently and collaboratively, documenting work thoroughly, escalating effectively, and learning how technology affects the client’s actual operations.

What You'll Do

Core Responsibilities

Regardless of primary assignment, you will be expected to:

• Take ownership of assigned tickets, scheduled work, and recurring responsibilities
• Diagnose technical problems and pursue them through resolution or effective escalation
• Communicate professionally and promptly with clients and team members
• Follow documented service-delivery processes and security practices
• Accurately record time, troubleshooting steps, root cause, resolution, and next actions
• Keep client technical documentation current as systems and configurations change
• Use remote monitoring, management, security, backup, and documentation tools effectively
• Understand the potential effect of technical changes on client security, productivity, and business continuity
• Collaborate with other service-delivery teams through clear handoffs and knowledge sharing
• Identify recurring problems and help develop permanent solutions
• Participate in daily huddles, team meetings, technical training, and improvement initiatives
• Provide onsite and after-hours support when scheduled or required

Potential Primary Workstreams

Support Desk

A Support Desk assignment will focus primarily on responsive client support, including:

• Troubleshooting Microsoft 365, Windows, application, printing, connectivity, account, and endpoint issues
• Supporting client end users remotely and onsite
• Working tickets according to priority, age, and documented service processes
• Performing user and device moves, adds, and changes
• Verifying the reported problem before troubleshooting and confirming proper operation after resolution
• Recognizing when an issue should be escalated, scheduled, or transitioned into project work
• Working with third-party application and hardware vendors when necessary
• Providing timely updates so clients know what is happening and what to expect next

Centralized Services

A Centralized Services assignment will focus on the tools and systems used to manage the client base consistently, including:

• Monitoring the health of RMM, patching, endpoint protection, backup, security, and alerting systems
• Reviewing and resolving alerts, failed jobs, backup errors, agent issues, and compliance exceptions
• Deploying and maintaining managed-services tools across client devices
• Verifying patch, backup, endpoint protection, and security-tool coverage
• Improving alert thresholds and reducing unnecessary or false-positive tickets
• Assisting with new-client onboarding and tool deployment
• Working with vendors to resolve platform and integration problems
• Developing scripts, reports, workflows, or automations that improve service efficiency
• Supporting the service team with centralized tools, technical knowledge, and internal training

Technical Alignment

A Technical Alignment assignment will focus on proactive maintenance and standards, including:

• Performing scheduled remote and onsite reviews of client environments
• Comparing client systems and configurations against IMT standards and industry practices
• Identifying outdated, unsupported, undocumented, or misconfigured technology
• Reviewing network infrastructure, endpoints, servers, Workspace/Microsoft 365, security controls, backups, licensing, and physical technology environments
• Confirming that required management and security tools are properly applied
• Maintaining accurate asset, configuration, and client-specific documentation
• Developing and updating client-specific procedures and checklists
• Documenting risks and findings for technical and business planning
• Helping reduce recurring tickets, downtime, and preventable service demands
• Coordinating findings with account management, centralized services, support, and project teams

Technologies You May Work With

Experience does not need to cover every item, but candidates should have a solid foundation in several of these areas:

• Windows 10, Windows 11 and MacOS
• Microsoft 365 and Google Workspace administration
• Entra ID and Active Directory
• Exchange Online, SharePoint, OneDrive, and Teams
• Microsoft Intune and endpoint management
• TCP/IP, DNS, DHCP, VPNs, Wi-Fi, switches, and firewalls
• Windows Server and common business network environments
• Endpoint protection and cybersecurity tools
• Backup and disaster-recovery systems
• Remote monitoring and management platforms
• PSA or IT service-management systems
• Hardware installation, replacement, and troubleshooting
• PowerShell, scripting, workflow automation, or AI-assisted technical tools

IMT currently works extensively with Google Workspace, Microsoft 365, ConnectWise Manage, NinjaOne, endpoint security, cloud backup, and other MSP management platforms.

What Success Looks Like

A successful technician at IMT:

• Completes assigned work reliably and follows through on commitments
• Keeps tickets and scheduled work from aging unnecessarily
• Knows when to continue troubleshooting and when to escalate
• Produces documentation another technician can confidently use
• Communicates clearly without leaving clients or coworkers guessing
• Treats security and data protection as part of every technical decision
• Helps eliminate recurring issues instead of repeatedly treating symptoms
• Maintains accurate time and service records
• Learns from mistakes and applies those lessons to future work
• Contributes to a respectful, accountable, and improvement-oriented team

Performance measures will vary by primary assignment and may include ticket closure and aging, effective utilization, documentation quality, scheduled review completion, tool coverage, patch and backup health, accurate escalation, and reduction of recurring issues.

What You Bring

Qualifications

Required

• At least two years of hands-on IT support, systems administration, or managed-services experience
• Demonstrated Level 2 troubleshooting ability across endpoints, Microsoft 365, identity, networking, and common business applications
• Strong written and verbal communication skills
• Ability to organize and prioritize multiple assignments
• Ability to document technical work accurately and completely
• Sound judgment when making changes that could affect client operations or security
• Willingness to follow established processes while helping improve them
• Ability to work from the Norwich-area office and travel to client locations
• Valid driver’s license and reliable transportation
• Ability to participate in an on-call rotation
• Ability to pass applicable employment and background checks

Preferred

• Previous experience working for a managed service provider
• Experience with ConnectWise Manage, NinjaOne, or comparable PSA and RMM platforms
• Experience supporting organizations with cybersecurity or compliance requirements
• Familiarity with HIPAA, PCI, CIS Controls, or similar security frameworks
• CompTIA Network+, Security+, Microsoft, or comparable certifications
• Experience with technical auditing, system standardization, automation, or proactive account maintenance
• Experience supporting nonprofit, healthcare, professional-services, or other small and midsized organizations

A college degree is not required when equivalent technical experience, professional development, and demonstrated ability are present.

What We Offer

Benefits

Here is what we provide you with -

• Competitive starting salary based on experience
• 401k with company match
• Health insurance with company contribution
• Paid dental, vision and life insurance
• 5 weeks PTO (available after 90 days)
• Birthday off
• Paid training and certification program and incentives
• Use of company provided shared service vehicles and tools
• Company issued Microsoft Surface laptop/tablet, VOIP phone/app, smartphone, swag and other gear
• An upbeat, successful, and motivated team to work with

Applying

Please submit your resume along with a brief note describing:

• The types of technology environments you have supported
• A technical problem you owned from diagnosis through resolution
• Which area most interests you—Support Desk, Centralized Services, or Technical Alignment—and why

I-M Technology is an equal-opportunity employer. Employment decisions are based on qualifications, merit, performance, and business needs.

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