MSP IT Field Support Technician II

KJ Technology is dedicated to being the very best in IT Support Services in the Metro New York area. We're proud of the success we’ve achieved for over 25 years driven by our core values of Transparency and Candor
, being Driven
, acting as a Client Advocate
, and Continuous Improvement
.

We set our clients up for long-term success by helping them make strong strategic IT decisions that support their business. A People-First organization, we are the only New York City based MSP to be certified as a Great Place to Work 3 years in a row, in a tough industry. Our crew members enjoy an exceptional experience where they are treated as internal customers.

They also enjoy a great benefits package with a strong 401k program.

We are looking for an IT Field Support Technician II who will respond to Level 1 & 2 service desk requests and proactive visits to various client sites across New York City. This role is ideal for an IT professional who enjoys solving technical problems independently, communicates clearly and professionally, and takes ownership of issues through resolution. The successful candidate will provide trusted technical support to business clients, deliver structured proactive onsite and remote support, maintain accurate documentation, and follow established processes while continuing to grow their technical expertise.

KJ leverages cutting-edge AI tools and frontier large language models (LLMs) to improve troubleshooting efficiency, documentation quality, and service delivery. The IT Field Support Technician will collaborate with senior engineers while performing incident and problem resolution, managing requests through completion, and supporting PC deployments within KJ's internal hardware lab as part of our deployment team. The ideal candidate values accuracy, consistency, and follow-through, is comfortable working within documented standards and procedures, and exercises sound judgment in client environments.

This position reports to the Director of Technology and is an on-site and in-office opportunity in New York City.

The successful applicant should have 3 years of relevant work experience, preferably with an IT MSP. Bonus points for candidates who have one of the following certifications:
CompTIA Network+/Security+, Microsoft Azure Administration, and Microsoft 365 Administration.

• Respond to and resolve assigned Level 1 & 2 reactive and proactive service requests, incidents, and problems, maintaining ownership through completion and resolution.
• Perform standard changes related to moves, adds, changes, deletion (MACD) in accordance with documented standards, policies, and procedures.
• Utilize the IT Configuration Management Database and Knowledge Base systems to obtain and update relevant information.
• Provide timely and effective communication updates verbally and in writing to requestors, customers, leads, and management.
• Monitor and resolve issues with client networks through in-place monitoring tools.
• Configure desktops and laptops to fit client needs.
• Services to be delivered both on-site and remotely.
• Collaborate and coordinate with internal IT teams, project teams, engineers, vendors, and other resources as needed to ensure timely resolution of service requests and successful project execution.
• Utilize practical AI tools and automation technologies to improve troubleshooting efficiency, enhance documentation quality, support knowledge sharing, and improve service delivery.
• Participate in and contribute to collaborative work teams established to improve service levels and gain efficiencies.
• Establish development plans with KJ management that will improve skills and marketability of YOU as an IT professional, as well as improve the KJ brand via highly rated customer…