The IT Support Technician II provides both frontline and advanced technical support to end users, supporting day-to-day IT operations across endpoints, identity systems, and Microsoft 365 applications. This role handles a combination of Tier 1 and Tier 2 incidents and service requests, including workstation and hardware support, onboarding and offboarding tasks, and endpoint troubleshooting. The technician also supports IT security workflows (such as MFA and phishing response), helps maintain patch compliance, and contributes to small projects and operational improvements. The technician owns support tickets end-to-end, from intake through resolution, including escalation coordination and user follow-up. Support operations are delivered using Atera for PSA/RMM and ticket management.
Salary Range: $65,000 - $75,000 (non-exempt/hourly position).
Responsibilities
Tier 1/Tier 2 End User Support:
- Provide onsite and remote support for end users across desktops/laptops, mobile devices, and productivity tools.
- Resolve common support issues quickly while performing advanced troubleshooting for more complex incidents.
- Troubleshoot and resolve issues related to Windows endpoint performance, configuration, and applications.
- Support Microsoft 365 applications including Outlook, Teams, OneDrive, OneNote, and SharePoint.
- Troubleshoot authentication and access issues, including account and group membership troubleshooting in Active Directory.
- Diagnose connectivity issues (VPN, Wi-Fi, printers, and core network concepts such as DNS and DHCP).
- Escalate issues appropriately when resolution requires additional technical ownership, while maintaining follow-through to closure.
- Deliver clear, professional communication to users throughout the ticket lifecycle.
Endpoint, Hardware Support & Asset Lifecycle:
- Deploy, configure, and support corporate laptops/desktops, peripherals, and standard software packages.
- Support endpoint management using Atera (PSA/RMM), including remote support, software deployment, monitoring, and patching workflows.
- Troubleshoot hardware issues and coordinate warranty repair and vendor service when needed.
- Maintain accurate inventory and records for IT assets, including workstation assignment, refresh/replacement tracking, loaners, and secure disposal processes.
User Onboarding/Offboarding & Access Support:
- Execute onboarding activities including workstation provisioning, initial setup, standard application deployment, and readiness checks.
- Perform offboarding tasks including equipment retrieval, documentation updates, and coordination of access removal processes per policy.
- Support user access tasks within approved permissions and documented processes.
- Maintain onboarding and offboarding documentation and checklists to ensure consistency and compliance.
Cybersecurity Support:
- Support IT security operational workflows including MFA enrollment and troubleshooting, phishing report triage, and escalation handling.
- Assist with patch compliance support and endpoint remediation follow-up to maintain device and application security baselines.
- Follow security and data handling standards and escalate suspicious activity or policy deviations promptly.
- Promote security best practices such as account hygiene, device compliance, and secure handling of sensitive information.
Ticketing, Documentation & Service Quality:
- Work within the ticketing system (Atera PSA) to ensure accurate categorization, prioritization, documentation, and closure notes.
- Maintain timely ticket updates and communicate progress clearly with users and stakeholders.
- Contribute to knowledge base articles, SOPs, and self-service documentation.
- Identify recurring issues, recommend solutions, and participate in continuous improvement efforts to reduce repeat incidents.
Small Projects & Operational Improvements:
- Assist with small projects and IT improvement initiatives such as hardware refresh cycles, application rollouts, and onboarding/offboarding standardization.
- Coordinate with internal teams and vendors to complete assigned tasks and project support activities.
Education and Experience:
- High school diploma or equivalent required; associate degree in IT or related field preferred.
- 1-3 years of related IT support experience in a help desk or desktop support environment.
- Experience supporting Windows-based systems and Microsoft 365 in a business environment.
Knowledge, Skills and Abilities:
- Working knowledge of Windows 10/11, endpoint configuration, and common desktop applications.
- Familiarity with Microsoft 365 administration concepts, including account troubleshooting and collaboration tools.
- Basic understanding of Active Directory user and group management.
- Fundamental networking concepts including DNS, DHCP, VPN, and Wi-Fi troubleshooting.
- Strong customer service mindset with excellent verbal and written communication skills.
- Ability to work independently in a fast-paced environment, prioritize tasks, and exercise sound judgment.
- Willingness to learn new technologies and contribute to process improvements.
Certifications (Preferred):
- CompTIA A+, Network+, and/or Security+ (or equivalent).
Physical and Other Requirements:
- Ability to lift up to 50 lbs.
- Ability to use general office equipment including computers, printers, and other standard devices.
- May occasionally move computers, peripherals, and office equipment as needed.
This is a full-time position. Our office is located two blocks from the Bethesda Metro Station (red line). We offer a competitive benefits package, including a 401(k) plan with profit sharing, employer-supported medical coverage, company-paid life and disability insurance, student loan repayment, generous PTO, and a culture that fosters flexibility and career development. We look forward to hearing from you!
GRF CPAs & Advisors is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, protected veteran status or disability. At GRF CPAs and Advisors, we cultivate an inclusive business environment where all employees are valued for their unique contributions to our mission to provide exceptional financial, tax and consulting services to our clients in the US and around the world.
