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.
