Support Jobs in Norwich, CT

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IT Support & Systems Technician II

I-M Technology, LLC Norwich, CT

Norwich, CT

Today

Full time Active Directory Device Management End User Support

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Job Description

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.

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