Enterprise Support IT Technician II
📋 Role Overview & Responsibilities
LOCATIONThis role is on-site in our Jacksonville, FL office, Mon-Fri.
SUMMARYSupports the daily operations of desktop software and hardware by providing assistance through phone and email requests in resolving technology support issues. Configures and installs new technology while also providing maintenance by repairing, upgrading, and backing up existing technology.
RESPONSIBILITIESProviding expert-level hardware, software, network, and server support for Windows and Mac devices Mobile device support – MDM and managing Apple, Android devicesProject Management - Takes ownership of project management and executionProvisioning and managing access for corporate usersOnboarding training of new end users into ICE’s environmentTicket and incident management via ServiceNow including issue resolution, escalation and documentation managementHardware and software deployment – desktop and laptop imaging and software deployment, in addition to VOIP phone deploymentActive Directory, Azure, Intune, and Exchange Online provisioning – device authentication, maintaining users, groups, and distribution listsManaging IT hardware procurementPhysical desk setupsConference room AV system troubleshooting and video conferencing system support (Zoom, Teams, Webex etc.)Must be willing to be on call at times during nights and weekendsPerforms other duties as required
MINIMUM REQUIREMENTSBachelor’s degree in computer science, MIS, CIS, or the equivalent combination of education, training, or work experienceRequires 4+ years IT experience providing software and hardware problem solving/troubleshootingRequired experience with Microsoft Active Directory, Azure, Intune, Exchange Online, and Windows desktop/server troubleshootingRequired experience with Windows OS, MacOS, and Microsoft Office SuiteStrong multitasking, time prioritization, collaborative and communication skills
PREFERRED QUALIFICATIONSTechnical professional certifications (i.e. Pulse Secure Certified Technical Expert, MCSA/MCSE, CompTIA, JNCIA-Junos, etc.)Experience in an exchange, trading facility, or financial servicesKnowledge of ticketing systems such as ServiceNowKnowledge of TCP/IPExperience with Cisco VPN Experience with PowerShell administration and scriptingAbility to develop partnership-oriented relationships with business executives and functional leadersStrong communication and escalation skillsResults oriented, business focused, and successful at interfacing across multiple
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This position is located in Jacksonville, FL with potential relocation and sponsorship assistance depending on candidate qualifications.
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