IT Support & Systems Technician II

I-M Technology, LLC is a Connecticut managed technology and cybersecurity company, and this role supports clients across managed-services workstreams through strong Level 2 troubleshooting, clear communication, and reliable documentation. You will help maintain secure, well-running environments by using remote monitoring and management tools, managing tickets from start to finish, and coordinating effectively with internal service-delivery teams.

What you’ll do

• Own assigned tickets, scheduled work, and recurring responsibilities, working issues according to priority, age, and documented service processes
• Diagnose technical problems and drive them through resolution or effective escalation, including verifying the reported issue before troubleshooting and confirming proper operation afterward
• Communicate professionally and promptly with clients and team members, providing timely updates on status and next expectations
• Follow documented service-delivery processes and security practices, including treating security and data protection as part of every technical decision
• Accurately record time and service details, including troubleshooting steps, root cause, resolution, and next actions
• Keep client technical documentation current as systems and configurations change
• Use remote monitoring, management, security, backup, and documentation tools effectively to support client environments
• Monitor the health of RMM, patching, endpoint protection, backup, security, and alerting systems; review and resolve alerts, failed jobs, backup errors, agent issues, and compliance exceptions
• Deploy and maintain managed-services tools across client devices, verifying patch, backup, endpoint protection, and security-tool coverage
• Improve alert thresholds and reduce unnecessary or false-positive tickets
• Support user and device moves, adds, and changes
• Provide onsite and after-hours support when scheduled or required, including remote and onsite end-user support
• Understand how technical changes may impact client security, productivity, and business continuity, and recognize when issues should be escalated, scheduled, or transitioned into project work
• Collaborate with other service-delivery teams through clear handoffs and knowledge sharing
• Identify recurring problems and help develop permanent solutions to reduce recurring tickets and downtime
• Participate in daily huddles, team meetings, technical training, and improvement initiatives

Core troubleshooting areas

• Troubleshoot Microsoft 365, Windows, application, printing, connectivity, account, and endpoint issues
• Support environments involving Microsoft 365 and Google Workspace administration, including Entra ID and Active Directory
• Review and resolve issues across network and security components, including TCP/IP, DNS, DHCP, VPNs, Wi-Fi, switches, and firewalls
• Work with vendors when necessary for third-party application and hardware issues, as well as platform and integration problems

Technologies you may work with

• Microsoft 365, Windows, MacOS, and Google Workspace administration
• Entra ID, Active Directory, Exchange Online, SharePoint, OneDrive, and Teams
• Microsoft Intune and endpoint management
• RMM and PSA or IT service-management systems (including ConnectWise Manage and NinjaOne)
• Remote monitoring and management platforms, endpoint protection, cybersecurity tools, backup, and disaster-recovery systems
• PowerShell, scripting, workflow automation, and AI-assisted technical tools

What you’ll bring

• At least two years of hands-on IT support, systems administration, or managed-services experience
• Demonstrated Level 2 troubleshooting ability across endpoints, Microsoft 365, identity, networking, and common business applications
• Strong written and verbal communication skills
• Ability to organize and prioritize multiple assignments
• Ability to document technical work accurately and completely
• Sound judgment when making changes that could affect client operations or security
• Willingness to follow established processes while helping improve them
• Ability to work from the Norwich-area office and travel to client locations, with a valid driver’s license and reliable transportation
• Ability to participate in an on-call rotation
• Ability to pass applicable employment and background checks

Benefits

• Competitive starting salary based on experience
• 401k with company match
• Health insurance with company contribution
• Paid dental, vision and life insurance
• 5 weeks PTO (available after 90 days)
• Birthday off
• Paid training and certification program and incentives
• Use of company provided shared service vehicles and tools
• Company issued Microsoft Surface laptop/tablet, VOIP phone/app, smartphone, swag and other gear
• An upbeat, successful, and motivated team to work with

Primary workstreams

• Support Desk
• Centralized Services
• Technical Alignment

Preferred (if applicable): Previous managed service provider experience; experience with ConnectWise Manage and/or NinjaOne; familiarity with cybersecurity or compliance requirements including HIPAA, PCI, and CIS Controls; CompTIA Network+, Security+, Microsoft, or comparable certifications; and experience with technical auditing, system standardization, automation, or proactive account maintenance. A college degree is not required when equivalent technical experience, professional development, and demonstrated ability are present.