IT Support Technician Level 2

1 week ago

Homewood, Alabama, United States Impact Technology Group Full time $60,000 - $90,000 per year

About Impact Technology Group

Impact Technology Group is a forward-thinking Managed Services Provider (MSP) that designs, implements, and supports IT environments for professional services firms in the Birmingham area. We believe small businesses deserve the same high-quality technology solutions as large enterprises. Our mission is to deliver reliable, secure, and scalable IT services with a strong focus on customer experience.

Position Summary

We are seeking a Level II IT Support Technician to join our growing support team. This role is ideal for a seasoned IT professional with hands-on experience in an MSP setting. You will be responsible for resolving escalated technical issues, supporting client infrastructure, and ensuring smooth day-to-day IT operations across diverse environments.

What You'll Do

  • Respond to and resolve escalated service tickets via the service desk, email, and phone.
  • Provide advanced desktop and server support, including OS, application, and hardware troubleshooting.
  • Deploy and manage Windows Server environments (2016 and newer), including Active Directory and Group Policy.
  • Support cloud platforms such as Microsoft 365, Azure AD, and Google Workspace.
  • Configure and maintain network infrastructure, including firewalls, routers, switches, and VPNs.
  • Perform workstation imaging, deployments, and lifecycle management.
  • Collaborate with third-party vendors to resolve complex software and hardware issues.
  • Maintain accurate documentation of systems, processes, and client environments.
  • Participate in a rotating on-call schedule for after-hours support.

What We're Looking For

  • Strong troubleshooting skills with Windows desktop and server operating systems.
  • Proficiency with Active Directory, Group Policy, and client/server architecture.
  • Experience with RMM and PSA tools (e.g., Autotask, Datto RMM, IT Glue).
  • Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP, VLANs).
  • Familiarity with cybersecurity best practices and endpoint protection platforms.
  • Excellent communication skills with the ability to explain technical concepts to non-technical users.
  • Industry certifications such as CompTIA A+, Network+, Microsoft, or Cisco are a plus.

Who You Are

Passionate about delivering exceptional IT support and customer service.

A team player who thrives in a collaborative, fast-paced environment.

Self-motivated, detail-oriented, and eager to learn new technologies.

Able to manage multiple priorities and adapt to changing client needs.

Job Types: Full-time, Permanent

Benefits:

  • 401(k)
  • 401(k) matching
  • Dental insurance
  • Health insurance
  • Health savings account
  • Life insurance
  • Paid time off
  • Professional development assistance
  • Vision insurance
  • Work Location: In person

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