What are the responsibilities and job description for the IT Support Technician II position at Farah & Farah?
We are seeking a skilled IT Support Technician II to join our team and provide both deskside and remote IT support. The ideal candidate will have at least 3 years of experience troubleshooting hardware, software, and network issues in a fast-paced environment. This role requires strong problem-solving skills, excellent customer service, and the ability to support end-users at various levels of technical proficiency.
Key Responsibilities:
- Provide deskside and remote IT support to employees, troubleshooting hardware, software, and network issues.
- Diagnose and resolve hardware issues for desktops, laptops, printers, and other peripherals.
- Support end-users with Microsoft 365, email configuration, VPN, and cloud-based applications.
- Manage Active Directory accounts, including user provisioning, password resets, and permissions management.
- Assist with network troubleshooting, including Wi-Fi connectivity, VPN issues, and basic switch/router configurations.
- Document technical issues and solutions in a ticketing system and ensure timely resolution.
- Provide training and guidance to end-users on best IT practices and security policies.
- Participate in IT projects, including system upgrades, deployments, and migrations.
- Collaborate with other IT teams to escalate complex technical issues when necessary.
Minimum Qualifications:
- 3 years of hands-on experience providing deskside and remote IT support.
- Strong troubleshooting skills with Windows 10, 11, phones and printers.
- Experience supporting Microsoft 365, Active Directory, VPN, and cloud-based applications.
- Familiarity with basic networking concepts (IP addressing, DNS, DHCP, Wi-Fi, and VPN).
- Proficiency with ticketing systems such as HappyFox, ServiceNow, or similar.
- Knowledge of IT security best practices, including endpoint protection and MFA.
- Excellent communication and customer service skills.
- Ability to prioritize tasks and work independently in a fast-paced environment.
Work Environment & Physical Requirements:
- Ability to stand, bend, twist, climb ladders, and lift equipment or materials weighing up to 50 lbs as part of routine job duties.
- Willingness and flexibility to travel to various sites or locations as required by business needs.
- Occasional after-hours or weekend support may be required for system maintenance and updates.
Benefits:
- 401(k) with matching contributions
- Comprehensive health, dental, and vision insurance
- Life insurance and short-term disability coverage
- Paid time off and an employee assistance program
- Health savings account
- Referral program
Schedule:
- Full-time, 8-hour shifts
- Monday to Friday
- Onsite in a professional office setting
Equal Opportunity Statement: Farah & Farah provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
E-Verify: This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. If E-Verify cannot confirm that you are authorized to work, this employer is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before the employer can take any action against you, including terminating your employment. Employers can only use E-Verify once you have accepted a job offer and completed the I-9 Form.