IT Support Engineer II Information Services

• First escalation for help desk service request and responsible for all level 2 requests both at the physical work location and at remote sites.
• Triage help desk requests for IS team as needed.
• End user account creation and management.
• Administration and monitoring of Backup systems, Active Directory, Azure AD, Office 365, network devices, and VMware infrastructure
• Administration of various third-party applications as needed.
• Moves, Adds, Changes of end user devices, computers, etc. as needed.
• Server room maintenance and monitoring of physical server/device infrastructure.

• High school diploma or general education degree (GED); or equivalent combination of education, certifications, and experience
• 3+ years of work experience in an enterprise IT department troubleshooting a wide array of end-user issues
• Working knowledge of Active Directory, creating, and managing domain controllers, FSMO roles, sites and services, and group policies
• Experience managing/troubleshooting end-user issues in Office 365 Azure AD, Exchange Online, OneDrive, Teams
• Experience configuring and troubleshooting multi-factor authentication (MFA), including Azure AD MFA, and modern authentication apps
• Experience configuring/troubleshooting device and/or disk encryption
• Working knowledge of SSL certificates and/or public key infrastructure (PKI)
• Demonstrated awareness of cyber security risks including phishing, social engineering, and password best practices
• Solid comprehension of networking protocols including TCP/IP, DNS, DHCP, Client, NPS, Radius, Print services, Subnetting, Routing, Wifi, etc.
• Experience managing/troubleshooting virtual machines (Vmware and/or Hyper-V)
• Experience managing/troubleshooting enterprise backup applications
• Experience with triaging, dispositioning, and resolution of end-user support requests in an enterprise support ticketing system
• Experience managing/troubleshooting end-user computer hardware (PC and Mac)

• Bachelor's degree in Computer Science
• Experience managing/troubleshooting virtual machine environment including hypervisor host servers, configuration/troubleshooting of virtual networking/security/storage/etc.
• Experience managing/troubleshooting AWS/Azure cloud environment virtual
• Backup Exec, and Veeam
• Experience managing/troubleshooting physical server room/data center infrastructure including servers, network devices, security/telephony devices, UPS, PDU, ATS, etc.
• Experience deploying and troubleshooting automation tools/scripts such as Powershell, SCCM, PDQ Deploy, Intune, etc.
• Working knowledge of SOX, HIPAA, and ISO legal compliance initiatives.

Last updated on Dec 13, 2021