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About the Role

Serve as an escalation point for Tier 1 support, resolving complex issues across Windows endpoints, Microsoft 365, networking, and Active Directory/Entra ID environments. Combine hands-on troubleshooting with light systems administration, and mentor junior technicians while improving documentation and processes.

Responsibilities

• Serve as an escalation point for Tier 1, resolving complex hardware, software, and account issues
• Diagnose and resolve issues across Windows 11 endpoints, Microsoft 365 services, and networking
• Administer user accounts, groups, and access controls in Active Directory and Entra ID
• Deploy and maintain endpoint policies, patches, and security tools via RMM/MDM platforms
• Perform routine maintenance and troubleshooting on Windows Server and VMware infrastructure
• Identify root causes of recurring issues and implement lasting fixes
• Write and maintain clear knowledge base articles for Tier 1 and end users
• Prioritize and manage escalated tickets according to business impact and SLA commitments

Requirements

• 2+ years in a Level 1/2 IT support role
• Strong knowledge of Windows 11 configuration and the registry
• Diagnose boot, profile, driver, BitLocker, printing, application, Outlook, performance, and hardware issues using Event Viewer, Reliability Monitor, Task Manager, Device Manager, Services, and command-line tools
• Troubleshoot Outlook profiles, Autodiscover, Exchange Online mailbox access, shared mailboxes, and distribution groups
• Support Teams, OneDrive sync, SharePoint access, and Office activation/licensing
• Create and manage users, groups, OUs, and group membership; resolve password and account issues
• Manage Group Policy, user permissions, and enterprise access controls
• Troubleshoot hybrid identity, MFA, SSO, Conditional Access outcomes, and Entra sign-in logs
• Deploy and troubleshoot policies, applications, updates, antivirus/EDR, and disk encryption using the organization's RMM/MDM tools
• Manage remote support, device inventory, and compliance reporting
• Troubleshoot TCP/IP, DNS, DHCP, Wi-Fi, VLANs, VPNs, routing basics, network-printer connectivity, and remote-site issues
• Experience with ipconfig, ping, nslookup, tracert, Test-NetConnection, and packet/log evidence
• Distinguish SMB share permissions from NTFS permissions
• Identify group-based access, inheritance breaks, explicit deny entries, and effective-access problems
• Recognize phishing, malware/EDR alerts, risky sign-ins, MFA failures, local admin exposure, weak permissions, and certificate/encryption issues
• Escalate potential incidents promptly while preserving evidence
• Perform routine checks and troubleshooting for Windows Server services, shares, DNS/DHCP, scheduled tasks, and backups
• Handle basic VMware VM management, disk capacity monitoring, and service failures
• Read and safely modify basic PowerShell scripts; collect logs; query AD/Entra/Exchange information
• Automate repeatable admin tasks and understand script output and errors
• Perform root cause analysis rather than applying temporary fixes
• Write clear, step-by-step technical documentation for Tier 1 and end users
• Strong listening skills
• Manage ticket lifecycle by prioritizing escalated tickets based on business impact and SLA deadlines

Skills

• Windows 11
• Microsoft 365
• Active Directory
• Entra ID
• Networking
• RMM/MDM platforms
• Windows Server
• VMware
• PowerShell
• macOS (a plus)
• CompTIA A+
• CompTIA Network+
• CompTIA Security+
• Microsoft 365 Certified
• Dealer Management (CDK, Tekion) (a plus)

Location

• Amherst, NY

Work Type

• Full Time

Experience Level

• 2+ years

Education Level

• 2 Year Degree

Salary/Compensations

• $65,000.00 - $75,000.00