IT Support Technician II

IT Support Technician II

Parsippany, NJ

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Elevate your career at Marotta Controls, a New Jersey Top Workplace three years running! Dedicated to innovation, quality and excellence, we deliver cutting edge control systems for the Aerospace & Defense industry. At Marotta, we value bold thinking and teamwork, and we empower our employees to push boundaries while delivering top-tier solutions to our customers. Our team fosters a fun, collaborative culture where creativity and technical excellence thrive!

Your next big opportunity starts here. Be part of a company where your work supports a mission that makes a difference.

The IT Support Technician II provides advanced technical support to end users across the organization and serves as an escalation point for issues that cannot be resolved through first-level support. This position is responsible for troubleshooting hardware, software, network, authentication, virtual desktop, mobile device, and collaboration technology issues while delivering a high level of customer service.

The IT Support Technician II is expected to independently diagnose and resolve moderately complex technical issues, take ownership of incidents through resolution, document solutions, assist with technology deployments and projects, and provide technical guidance to Level I support personnel.

• Provide Level II technical support for desktops, laptops, thin clients, peripherals, applications, and other end-user technology.
• Serve as an escalation point for Level I support technicians and independently troubleshoot complex technical issues.
• Diagnose and resolve Windows operating system, application, hardware, connectivity, printing, authentication, and performance issues.
• Support Microsoft 365 applications, including Outlook, Teams, One Drive, and Office applications.
• Support virtual desktop and remote-access environments, including Citrix and/or other VDI technologies.
• Perform Active Directory account administration, including user accounts, groups, permissions, computer objects, and basic Group Policy troubleshooting.
• Troubleshoot network connectivity issues involving wired and wireless networks, VPN, DNS, DHCP, and TCP/IP.
• Install, configure, deploy, replace, and maintain desktops, laptops, thin clients, monitors, docking stations, and related peripherals.
• Support conference room and collaboration technologies, including video conferencing, displays, cameras, microphones, and Microsoft Teams/Webex systems.
• Assist with software packaging, application deployment, operating system upgrades, patching, and endpoint management.
• Provide support for new-hire onboarding, employee transfers, equipment replacements, and offboarding activities.
• Maintain accurate hardware and software inventory records and assist with IT asset lifecycle management.
• Create and maintain technical documentation, knowledge base articles, troubleshooting procedures, and end-user instructions.
• Accurately document incidents, requests, troubleshooting steps, and resolutions within the IT service management system.
• Monitor assigned incidents and service requests to ensure timely resolution and compliance with established service-level expectations.
• Identify recurring technical issues and recommend permanent solutions or process improvements.
• Assist with IT infrastructure, endpoint, security, and technology deployment projects as assigned.
• Follow established cybersecurity policies and elevate suspected security incidents appropriately.
• Mentor and provide technical guidance to Level I support technicians.
• Coordinate with infrastructure, networking, cybersecurity, application, and other IT teams when issues require additional escalation.
• Participate in scheduled after-hours support, maintenance activities, or on-call coverage when required.

• 5+ years of experience providing desktop, help desk, service desk, or end-user IT support.
• Strong knowledge of Windows 10/11 operating systems and enterprise desktop environments.
• Experience supporting Microsoft 365 applications and services.
• Working knowledge of Active Directory, user/group administration, permissions, and authentication.
• Experience troubleshooting computer hardware, software, peripherals, and network connectivity.
• Familiarity with IT service management and ticketing platforms such as Jira Service Management, Service Now, or similar systems.
• Understanding of networking fundamentals, including…