IT Support Technician II

The IT Support Technician II role at Marotta Controls, Inc. delivers advanced, customer-focused technical support to end users and acts as a key escalation point for unresolved issues. This onsite position in Parsippany-Troy Hills, NJ emphasizes troubleshooting across desktop, network, authentication, virtual desktop, mobile, and collaboration technologies.

Responsibilities

• Provide Level II technical support for desktops, laptops, thin clients, peripherals, applications, and other end-user technology.
• Escalate and independently troubleshoot complex technical issues for Level I support technicians.
• Diagnose and resolve Windows operating system, application, hardware, connectivity, printing, authentication, and performance issues.
• Support Microsoft 365 applications, including Outlook, Teams, OneDrive, and Office applications.
• Support virtual desktop and remote-access environments, including Citrix and/or other VDI technologies.
• Perform Active Directory administration, including user accounts, groups, permissions, computer objects, and basic Group Policy troubleshooting.
• Troubleshoot network connectivity issues for wired and wireless networks, VPN, DNS, DHCP, and TCP/IP.
• Install, configure, deploy, replace, and maintain desktops, laptops, thin clients, monitors, docking stations, and related peripherals.
• Support conference room and collaboration technologies, including video conferencing, displays, cameras, microphones, and Microsoft Teams/Webex systems.
• Assist with software packaging, application deployment, operating system upgrades, patching, and endpoint management.
• Support new-hire onboarding, employee transfers, equipment replacements, and offboarding activities.
• Maintain accurate hardware and software inventory records and assist with IT asset lifecycle management.
• Create and maintain technical documentation, knowledge base articles, troubleshooting procedures, and end-user instructions.
• Document incidents, requests, troubleshooting steps, and resolutions in the IT service management system.
• Monitor assigned incidents and service requests to ensure timely resolution and compliance with service-level expectations.
• Identify recurring technical issues and recommend permanent solutions or process improvements.
• Assist with IT infrastructure, endpoint, security, and technology deployment projects as assigned.
• Follow established cybersecurity policies and escalate suspected security incidents appropriately.
• Mentor and provide technical guidance to Level I support technicians.
• Coordinate with infrastructure, networking, cybersecurity, application, and other IT teams when additional escalation is required.
• Participate in scheduled after-hours support, maintenance activities, or on-call coverage when required.

Requirements

• 5+ years of experience providing desktop, help desk, service desk, or end-user IT support.
• Strong knowledge of Windows 10/11 operating systems and enterprise desktop environments.
• Experience supporting Microsoft 365 applications and services.
• Working knowledge of Active Directory, user/group administration, permissions, and authentication.
• Experience troubleshooting computer hardware, software, peripherals, and network connectivity.
• Familiarity with IT service management and ticketing platforms such as Jira Service Management, ServiceNow, or similar systems.
• Understanding of networking fundamentals including TCP/IP, DNS, DHCP, VPN, wired, and wireless networking.
• Ability to independently troubleshoot technical issues using a logical and systematic approach.
• Strong written and verbal communication skills and customer-service capability, including explaining technical concepts to non-technical users.
• Ability to prioritize multiple incidents and requests in a fast-paced environment.
• Ability to document troubleshooting procedures and technical solutions clearly and accurately.

Technologies

• Windows 10, Windows 11
• Microsoft 365, Outlook, Teams, OneDrive, Office applications
• Citrix, VDI, Citrix Workspace, Citrix Virtual Apps and Desktops
• Active Directory, Group Policy
• VPN, DNS, DHCP, TCP/IP
• Microsoft Teams Rooms, Webex
• thin-client environments
• Microsoft Intune, ManageEngine Endpoint Central, SCCM/MECM
• Jira Service Management, ServiceNow, ITSM, ITIL
• PowerShell

Benefits

• Incentive compensation
• Comprehensive suite of premium benefits
• Medical, prescription, dental, vision
• Life and disability insurance
• 401(k) plan with company match
• Tuition assistance
• Paid vacation, sick and personal days
• Paid holidays
• Flexible scheduling options such as compressed workweeks
• Multiple engagement events each quarter

Preferred Qualifications

• Associate's or bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent professional experience.
• Experience supporting Citrix Workspace, Citrix Virtual Apps and Desktops, VDI, or thin-client environments.
• Experience with endpoint management platforms such as Microsoft Intune, ManageEngine Endpoint Central, SCCM/MECM, or similar technologies.
• Experience supporting Cisco Webex, Microsoft Teams Rooms, or other enterprise conferencing technologies.
• Experience with Jira Service Management or other ITSM platforms.
• Familiarity with PowerShell or other scripting/automation technologies.
• CompTIA A+, Network+, Microsoft, Citrix, or similar industry certifications.
• Experience working within an ITIL-based service management environment.

Level II Expectations

An IT Support Technician II should be capable of resolving the majority of end-user technical issues without requiring escalation. Compared to entry-level support, this role involves deeper troubleshooting, identification of root causes, handling escalated incidents, participation in IT projects, creating technical documentation, and assisting in building the technical capability of Level I support staff. The position requires strong technical ability along with ownership, professionalism, and customer service.

Work Environment and Schedule

• Interacts in both a professional office environment and a manufacturing/machine shop environment.
• Uses standard office equipment such as computers, phones, and photocopiers, as well as manufacturing machinery.
• May include environments requiring appropriate eye, hearing, and foot protection (as required).
• Full-time position with an on-call rotation and occasional weekend support expected.
• Based in Parsippany, with occasional travel to the Montville office location; no regular travel is expected.

Physical Requirements

• Regularly required to see, talk, and hear.
• Frequently required to reach and lift with hands and arms and to use hands to finger, handle, or feel.
• Regularly required to sit, stand, walk, bend, turn, and move about the facility.
• May be required to lift, push, pull, and/or move items weighing up to 25 pounds.

Location and Compensation

This position is based at the Parsippany, NJ corporate offices location. Pay range is $28.25 - $31.62 per hour.

U.S. Citizenship / Export License Condition

Many contracts require proof that you are a U.S. citizen and/or that an export license has been obtained for employees. Employment, both initially and continually thereafter, is conditioned on production of such proof of citizenship and/or any export license required to comply with applicable laws, regulations, or executive orders under federal, state, or local government contracts.