IT Tier 2 Support Technician

Novaspect, Inc., an Emerson Impact Partner and a global leader in automation systems and solutions, is currently seeking a proactive, technically skilled IT Support Technician II to join our team.

This role is the technical backbone between frontline support and our senior Systems, Network, and Security teams, handling escalated support requests and contributing to the stability and security of our IT environment. It demands advanced troubleshooting, strong communication, and hands-on experience with enterprise tools in a Microsoft-centric, security-conscious environment.

IT Tier 2 Support Technician Essential Duties & Responsibilities:

Support & Escalation Ownership

• Serve as the primary escalation point for Tier 1 Help Desk tickets, delivering timely, accurate root-cause analysis and resolution
• Act as both Level 1 and Level 2 responder depending on staffing and incident severity
• Own tickets through resolution - including user communication, documentation, and handoff when further escalation is required
• Manage support queues; ensure accurate ticket categorization, prioritization, and closure against SLA targets
• Participate in IT projects, system rollouts, and process improvements

Microsoft 365 & Identity Administration

• Administer and support the Microsoft 365 E5 suite: Exchange Online (including shared and non-user mailboxes, calendars), Microsoft Teams (including basic Teams Phone support), and OneDrive and SharePoint Online (basic to advanced administration)
• Support Active Directory (on-prem) and Entra ID tasks: user provisioning and deprovisioning, security and distribution group management
• Support MFA and identity-related troubleshooting (hybrid identity / Azure AD Connect / SSO)

Endpoint, Mobile & Device Management

• Deploy Dell Windows 11 laptops using Microsoft Intune, Windows Autopilot, and PDQ Deploy
• Handle onboarding/offboarding, including hardware setup, software provisioning, and access management
• Manage endpoint and mobile devices via Intune, including enrollment, policies, and troubleshooting
• Perform firmware, BIOS, and driver updates using Dell Command Update

Security, Compliance & Monitoring

• Provide Tier 2 support for endpoint security tools (e.g., CrowdStrike)
• Manage phishing response using KnowBe4 PhishER
• Monitor and remediate unauthorized software
• Support compliance activities, including audits and access reviews
• Use monitoring tools (PRTG, Zabbix) to identify and resolve issues

Networking, Servers & Infrastructure Support

• Troubleshoot network connectivity: DNS, DHCP, TCP/IP, wired and wireless access, and VPN
• Support Dell servers in Hyper-V environments (basic VM operations and monitoring)
• Support endpoints with WSUS / Intune / third-party application patching
• Manage conference room AV equipment, performing proactive health checks to ensure reliability and resolve issues before meetings
• Collaborate with Network, System, and Cybersecurity Admins on complex issues and infrastructure initiatives

Asset, Inventory & Lifecycle Management

• Maintain Freshservice asset management for inventory tracking and lifecycle updates
• Support system improvements and audits
• Manage hardware shipments, inventory, and ordering devices

Documentation, Training & Knowledge Sharing

• Maintain and enhance knowledge base, SOPs, and policies
• Deliver end-user training on Microsoft 365 and related tools
• Mentor Tier 1 technicians and interns, sharing knowledge and elevating the team

IT Tier 2 Support Technician II Education, Skills, & Experience:

• Bachelor's degree in Information Technology, Computer Science, or related field or equivalent hands-on experience
• 3-5 years of progressive professional IT support experience in a business environment, with demonstrated time in a Tier 2 Help Desk or equivalent role
• Strong hands-on experience with Windows 10/11, Microsoft 365 E5, Autopilot, and Active Directory required
• Ability to prioritize and manage multiple tasks in a fast-paced environment
• Strong troubleshooting methodology, documentation discipline, and professional communication skills
• Experience with mobile device support and Microsoft Intune
• ITSM & asset management tools: Freshservice, PDQ
• Familiarity with endpoint protection platforms (CrowdStrike or similar)
• Solid grasp of networking fundamentals and remote access technologies
• Genuine curiosity to solve problems and have strong customer-service mindset

IT Tier 2 Support Technician Additional Requirements

• Understanding of the principles of ITIL 4 Foundation
• Experience with or understanding of Exchange Online and Microsoft Teams administration
• Mobile administration: Apple Business Manager, Verizon Admin Portal
• Familiarity with PowerShell scripting for automation and diagnostics
• Exposure to hybrid identity environments (Azure AD Connect, SSO)
• IT certifications such as CompTIA Network+, Microsoft 365 Certified: Modern Desktop / Endpoint Administrator, or equivalent

IT Tier 2 Support Technician Physical Requirements

• Ability to lift up to 50 lbs
• Ability to grasp and manipulate small objects/tools; frequent use of small hand tools and electronic test equipment
• Repetitive hand motions
• Ability to stoop, crawl, and crouch while working on equipment on hands and knees
• Prolonged use of computer and telephone
• Occasional irregular hours
• Ability to drive Company vehicles and frequent territory-wide travel
• Ability to use a standard 8-foot ladder safely for pulling and adjusting cables in the ceiling

IT Tier 2 Support Technician Pay:

• Hourly Rate Range: $30.00 - $34.00
• Eligible for OT

The final offer will be based on several factors, including, but not limited to the candidate's depth of experience, skill set, qualifications, and internal pay equity. Hiring at the top end of the range would not be typical, to allow for future meaningful salary growth in the position.

IT Tier 2 Support Technician Benefits:

Recognized with a Top Employee Benefit Plan Award, below you will find our outstanding total rewards package when you join our team including:

• Generous paid time off; starting at 15 vacation days, 10 holidays, and 10 days of Paid Sick & Safety Time (PSST)
• 401K with 6% company match
• Employee Stock Ownership Plan (ESOP)
• Excellent health & wellness benefits
• Student debt & tuition reimbursement
• Referral bonus
• Novaspect is a 2025 Great Place to Work Certified company

IT Tier 2 Support Technician Schedule:

• Monday - Friday: 7:30am - 4:30pm
• This role is fully on-site (Monday-Friday) for the first six months, with eligibility for a 2-day remote / 3-day in-office hybrid schedule thereafter based on performance

Who We Are:

Novaspect, Inc., is an employee-owned company that engineers, sells, and services industrial process controls. Our Core Purpose is to improve our customer's performance through the innovative application of technology. We are passionate about creating effective processes and building customer relationships. We position ourselves to attract the best talent, and ensure we are delivering local services with proven technologies.