Job Summary
The IT Technician II is responsible for supporting the organization's computer systems, hardware, and software. Primary duties include resolving end-user technical issues, handling employee onboarding and offboarding support, and administering Microsoft 365 and related business applications. This role also supports software access provisioning, equipment management, and identity and access tasks across the BlueGrace environment.
Duties and Responsibilities:
Employee Onboarding & Offboarding
- Onboarding: set up user accounts, grant access, assign permissions, issue equipment, and assist with workstation setup.
- Offboarding: revoke access, remove licenses, collect equipment, and return items to inventory.
- Support iCIMS-triggered onboarding workflows for phone extension setup and new hire provisioning tasks.
Microsoft 365 & Collaboration Support
- Resolve a high volume of Microsoft 365 issues including distribution list requests, Trusted Partner Access configuration, mailbox issues, OneDrive problems, Teams configuration, authentication failures, and general Office application troubleshooting.
- Assist with maintenance and support of Active Directory/Entra for desktop users, devices, and services.
Software Access & License Management
- Process software access requests and manage application licensing (e.g., Gong, Adobe, Docusign)
Technical Support (User & Equipment)
- Address employee issues submitted through the help desk; resolve technical problems spanning peripheral replacements, performance issues, browser problems, drive access, and connectivity.
- Perform proactive maintenance based on monitoring alerts in the help desk system.
- Manage equipment requests, hardware procurement, and equipment return coordination.
- Document technical issues and solutions in the help desk ticketing system and IT knowledge base.
Email & Communication Support
- Resolve email delivery issues, attachment problems, forwarding configuration, unblock sender requests, and phishing reports.
Identity & Access (Active Directory)
- Handle login assistance, plugin issues, app assignments, password resets, and credential troubleshooting.
- Manage Active Directory tasks including locked accounts and basic group membership.
Qualifications:
Knowledge & Experience
- Knowledge of computer hardware, software, networking, Windows operating systems, and IT principles.
- Working knowledge of Microsoft 365 services (Exchange Online, Teams, SharePoint, OneDrive)
- Foundational understanding of Microsoft 365 services, identity, and security concepts (e.g., Entra ID, MFA, Conditional Access) (preferred)
Education
- Associate degree or higher in a related area with a minimum of 2 years of experience; or equivalent combination of education and technical experience.
Certifications
- Relevant certifications preferred (e.g., CompTIA A+, MS-900).
Skills & Abilities
- Problem-solving ability with attention to detail and proficiency in documentation.
- Capable of explaining technical concepts to different audiences and collaborating in a team setting.
- Able to exercise discretion, maintain confidentiality, and respond promptly when necessary.