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  s ervice   t eam , and the   p roject   t eam
• Be an organized self-starter who shows up every day, on time,  d ependable
• 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  p roblem -solving abilities
• Organized and self-motivated
• Must be  ab le  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 Op erating S y stems
• Microsoft Server Operating Systems
• Microsoft 365
• Azure
• InTune
• Active Directory/Entra ID
• Microsoft Office Applications
• PBX/Telephony Services
• Identity and  IdPs
• General TCP/IP networking knowledge including DNS, DHCP, routing, etc.
• Smart phones/Mobile Devices Non-Required

Qualifications

(But we'll  think you are super cool if you have them) :

• Experience with EDR/XDR/MDR
• ConnectWise PSA About Our Work Environment Our Lansing, Michigan office has an open, collaborative vibe. Sometimes,  you’ll  have to be a good sport about things like carrying heavy items, crawling under office furniture,  negotiating  step ladders, etc. to do your job. It's all worth it though for the great views. Our Lansing office is nestled right between Fenner Nature Center and Crego Park, so daily wildlife visits are not unexpected. While the job is often performed in-office, there are opportunities for Work From Home - applicant is responsible for hardware and the internet required to perform duties when working remotely. It's  Not Just Work - Sometimes  It's  Just Fun & Games We actively endorse Friday afternoon happy hours. We also have a great annual holiday celebration and try to do several off-campus activities as a group (family included!)  each year. And most importantly, we pride ourselves as a company with excellent camaraderie. Our employees have good things to say about working here: the coffee is good, the daily challenges are great, and we feel more like friends than colleagues. What

Compensation

Can You Expect? This is a full-time position. Adna Technologies offers a full compensation package including health benefits. You can expect:

• Training and support
• Medical/Dental/Vision
• 401K/401K Roth with 3% safe harbor
• Quarterly Profit-Sharing
• Travel reimbursement
• Generous PTO and Paid Holidays What To Expect  From  Our Hiring Process
• Criminal background check
• This role requires CJIS clearance. Candidates must be able to satisfy CJIS background screening requirements. Certain criminal convictions may impact eligibility.
• If  you’re  selected for an interview,  you’ll  need to bring professional references. Thanks  for your interest in working here. We hope to see you soon! The statements above are intended to describe the general nature and level of work being performed by people assigned to this job. Other duties may be assigned as  needed .