Level 2 Support Technician

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.

• 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 , 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.

• Strong and demonstrable verbal and written communication skills and impeccable grammar.
• Superior and demonstrable attention to detail.
• Ability to create well-written and 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.

• 2+ years of experience in a technical field or Customer Service.
• Experience working with the following systems/applications:
  • Microsoft Desktop Operating Systems
  • Microsoft Server Operating Systems
  • Microsoft 365
  • Azure
  • Intune
  • Active Directory/Entra
  • Microsoft Office Applications
  • PBX/Telephony Services
  • Identity and Id Ps
  • General TCP/IP networking knowledge including DNS, DHCP, routing, etc.
  • Smart phones/Mobile Devices
• General TCP/IP networking knowledge including DNS, DHCP, routing, etc.
• Smart phones/Mobile Devices experience.

• Experience with EDR/XDR/MDR.
• Connect Wise PSA.

Our Lansing, Michigan office has an open, collaborative vibe. Work is performed in‑office with occasional opportunities for Work From Home—applicant is responsible for hardware and the internet required to perform duties when working remotely. Office facilities include accessibility to nature and wildlife, and the environment encourages healthy work‑life balance.

Friday afternoon happy hours, an annual holiday celebration, and off‑campus activities are part of the culture, fostering camaraderie among employees.

• Training and support.
• Medical/Dental/Vision plans.
• 401K/401K Roth with 3% safe harbor.
• Quarterly Profit‑Sharing.
• Travel reimbursement.
• Generous PTO and Paid Holidays.
• Other health benefits.

• Criminal background check.
• This role requires CJIS clearance; candidates must satisfy CJIS background screening requirements. Certain criminal convictions may impact eligibility.
• If selected for an interview, you’ll need to bring professional references.

Thank you 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.