IT Support Services II - Escalations

• Location 838 Coolidge Blvd,Lafayette, LA, 70503,United States
• Job Category Service
• Employee Type FT Hourly Non-Exempt
• Required Degree 2 Year Degree
• Manage Others No

RADER Solutions is a Managed IT Service provider that helps businesses through their technology needs . Our organization has a strong company culture built on the values of Teamwork, Service, Growth-Minded, Trust, and Innovation . Our team is dedicated to delivering exceptional experiences for our clients through collaboration, technical excellence, and a commitment to continuous improvement.

Join a fast-paced, ever-evolving Managed Services Provider (MSP) that supports a diverse client base across multiple industries. As we continue to grow, we are seeking talented professionals who are passionate about technology, customer service, and helping organizations succeed through innovative IT solutions.

We are seeking a skilled IT Support Services II professional to join our dynamic IT team. The ideal candidate will have extensive experience providing technical support and troubleshooting for a variety of IT systems, software, cloud platforms, and hardware. This role requires the ability to resolve advanced technical issues, support and mentor team members, and contribute to IT projects and initiatives that improve client technologies and business operations.

• Advanced Technical Support: Provide second-tier support for hardware, software, network, and Microsoft 365-related issues escalated from other support team members, ensuring timely and effective resolution.
• System Administration: Assist in the administration and management of IT systems, including servers, workstations, cloud environments, and Microsoft 365 services.
• Microsoft 365 Administration: Support and manage Microsoft 365 technologies including Exchange Online, SharePoint Online, Microsoft Teams, Entra , and Intune. Assist with user provisioning, licensing, access management, device enrollment, configuration, and policy administration.
• Troubleshooting: Diagnose and resolve complex technical issues across a variety of platforms, including Windows, macOS, Linux, mobile devices, Microsoft 365 applications, SharePoint, and Intune-managed endpoints.
• User Support: Respond to service requests from users, providing exceptional customer service and ensuring a positive user experience.
• Documentation: Maintain comprehensive documentation of IT support processes, troubleshooting procedures, system configurations, Microsoft 365 environments, and knowledge base articles for future reference and knowledge sharing.
• Monitoring and Maintenance: Monitor IT systems, networks, cloud services, and Microsoft 365 environments for performance, security, and availability, proactively identifying and resolving potential issues.
• User Account Management: Manage user accounts, permissions, licenses, and access rights across various systems and applications, including Active Directory, Entra , Microsoft 365, SharePoint, and Intune.
• Incident Reporting: Track and report on incident trends, root causes, and resolutions to help improve IT services and support processes.

• Technical or Bachelor's degree in Information Technology, or related field (or equivalent experience).
• 3-5 years of experience in IT support or systems administration, preferably within an MSP or corporate environment.
• Strong knowledge of operating systems including Windows Server and Windows desktop operating systems.
• Experience with networking concepts including TCP/IP, DNS, DHCP, VPNs, wireless networking, and firewall fundamentals.
• Experience administering Microsoft 365 environments, including Exchange Online, SharePoint Online, Microsoft Teams, Entra , and Microsoft Intune.
• Familiarity with help desk and ticketing systems such as Connect Wise, Service Now, Jira, or Zendesk.
• Excellent problem-solving skills and the ability to troubleshoot complex technical issues efficiently.
• Strong communication skills with the ability to explain technical concepts to non-technical users.
• Ability to prioritize multiple tasks and work effectively in a fast-paced client-focused environment.