What are the responsibilities and job description for the IT Support Technician Level 2 position at Impact Technology Group?
About Impact Technology Group
Impact Technology Group is a forward-thinking Managed Services Provider (MSP) that designs, implements, and supports IT environments for professional services firms in the Birmingham area. We believe small businesses deserve the same high-quality technology solutions as large enterprises. Our mission is to deliver reliable, secure, and scalable IT services with a strong focus on customer experience.
Position Summary
We are seeking a Level II IT Support Technician to join our growing support team. This role is ideal for a seasoned IT professional with hands-on experience in an MSP setting. You will be responsible for resolving escalated technical issues, supporting client infrastructure, and ensuring smooth day-to-day IT operations across diverse environments.
What You’ll Do
- Respond to and resolve escalated service tickets via the service desk, email, and phone.
- Provide advanced desktop and server support, including OS, application, and hardware troubleshooting.
- Deploy and manage Windows Server environments (2016 and newer), including Active Directory and Group Policy.
- Support cloud platforms such as Microsoft 365, Azure AD, and Google Workspace.
- Configure and maintain network infrastructure, including firewalls, routers, switches, and VPNs.
- Perform workstation imaging, deployments, and lifecycle management.
- Collaborate with third-party vendors to resolve complex software and hardware issues.
- Maintain accurate documentation of systems, processes, and client environments.
- Participate in a rotating on-call schedule for after-hours support.
What We’re Looking For
- Strong troubleshooting skills with Windows desktop and server operating systems.
- Proficiency with Active Directory, Group Policy, and client/server architecture.
- Experience with RMM and PSA tools (e.g., Autotask, Datto RMM, IT Glue).
- Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP, VLANs).
- Familiarity with cybersecurity best practices and endpoint protection platforms.
- Excellent communication skills with the ability to explain technical concepts to non-technical users.
- Industry certifications such as CompTIA A , Network , Microsoft, or Cisco are a plus.
Who You Are
Passionate about delivering exceptional IT support and customer service.
A team player who thrives in a collaborative, fast-paced environment.
Self-motivated, detail-oriented, and eager to learn new technologies.
Able to manage multiple priorities and adapt to changing client needs.
Job Types: Full-time, Permanent
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Professional development assistance
- Vision insurance
- Work Location: In person
