Internal IT Support Specialist II

The Internal IT Support Specialist II’s primary objective is to support and maintain the Infrastructure, Applications, and Services that are needed to keep TechMD functional. These will include but are not limited to supporting and maintaining the RMM (Remote Monitoring & Management), PSA, and other Servers and Applications, in addition to maintaining server uptime and functionality. The position is also responsible for resolving and managing internal (no customer-facing) service tickets and supporting TechMD end-users.

Primary Responsibilities

• Ensures functionality of key business systems, whether they are hosted in Azure, on-prem or remote SaaS (Software as a Service) providers.
  
• Documents internal systems and processes.
  
• Works with Team to identify security risks and implement solutions to remediate exposures.
  
• Works with Team to research and make recommendations on tools efficiencies to better support the business, including a focus on automation and scripting.
  
• Provides Help Desk services to TechMD employees and resolves support tickets.
  
• Manages user accounts for key services and applications, following processes for user creation and termination.
  
• Deploys, manages, and tracks hardware for end users.
  
• Deploys, manages, and supports the deployment of applications for users.
  
• Helps to define, document, and implement best practices for solutions/products, as well as suggestions for standardization of deployment.
  
• Collaborates with team members to ensure cross training and prevent a silo of knowledge/skillset.
  
• Achieves necessary certifications for products to demonstrate proficiency.
  
• Demonstrates high levels of communication of ticket status to ensure end user satisfaction.
  
• During an acquisition, this position may be required to work with the Integration Management Office (IMO) team to perform key infrastructure related tasks including migration and testing of various systems.
  

• 5+ years of industry experience with an existing Managed Service Provider or related technical position.
  
• Demonstrates experience and knowledge of standard industry solutions. (Ex: Azure, Microsoft 365, Networking, Security, ConnectWise, Datto).
  
• Demonstrates experience and knowledge of industry software and/or technology. (Ex: Windows Servers, Active Directory, etc.).
  
• Experience in maintaining policies, processes, procedures, and standards.
  
• Able to create effective documentation.
  
• Demonstrate ability to build working relationships with a wide range of operational teams.
  
• Proficiency with scripting languages such as PowerShell or Python.