Level II Helpdesk Technician

Job Description Founded in 2003, Adna Technologies offers managed IT services, telecommunications services, connectivity, and consulting for the mid-Michigan area and beyond—basically, we help businesses stay connected in every possible sense. So, What does a Level 2 Support Technician Do? Responsible for remotely managing and maintaining our end client’s networks, proactive management of environments, planning updates, etc. The position will also require occasional hands-on hardware setup/deployment in our office and at our client's offices. You will act as an escalation and training resource to our Helpdesk team and will assist the account management and project teams with planning and implementing upgrades to client environments with minimal downtime. This relates to all technology, including workstations, servers, printers, networks, and vendor specific hardware and software. You will lead by example, creating technical procedures and accurately documenting the performed work in a timely manner. Do You Have What It Takes? The Level 2 Support Technician position is a key contributor in the success of managing our client’s environments. You’ll need virtuoso level skills when it comes to technology and the ability to see through the noise to the root cause. Our growing team needs to respond to tickets generated by end-users and our monitoring and automation tools - so you’ll need strong interpersonal and technical communication skills, attention to detail, and a can-do attitude. We need you to be open to ideas and bring your own new ideas to the team; we offer a fun, engaging, supportive environment in which your ideas can thrive. Does this sound like you? Great, read on! To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Role and Responsibilities - IT support relating to technical issues involving both Microsoft’s core business applications and Mac environments, as well as virtual environments built on Microsoft and VMware - Support services for Microsoft related technologies: Windows Desktop, Windows Server, Exchange, SQL, SharePoint, Active Directory, Entra ID, Azure, and Microsoft 365, etc. - Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security - Remote access solution implementation and support: VPN, Terminal Services, web/network gateways, etc. - Implement and support disaster recovery solutions - Update system documentation and procedures - Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages, etc. - Maintain familiarity with industry best practices - Document work and track time thoroughly and accurately - Communicate effectively with customers, the service team, and the project team - Be an organized self-starter who shows up every day, on time, dependable - Actively participate and contribute to team and company meetings - Train other technicians on new technology, best practices, and troubleshooting techniques - Other duties as assigned Required Personal Skills - Strong and demonstrable verbal and written communication skills and impeccable grammar - Superior and demonstrable attention to detail - Must create well written & understandable documentation - Ability to follow directions and policies precisely - Good problem-solving abilities - Organized and self-motivated - Must be able to meet deadlines - Ability to build positive and collaborative relationships - Must employ excellent patience and listening skills Required Qualifications - 2 + years of experience in a technical field or Customer Service - Experience working with the following systems/applications: - - Microsoft Desktop Operating Systems - -…