IT Support L2

Northtown Automotive Companies; Snyder (NY); On-site; USD 60,000 - 95,000; Full time

Job summary

Northtown Automotive Companies is seeking an IT support professional to act as an escalation point for Tier 1 technicians, handling complex Windows, M365, and networking issues while contributing to documentation and processes.

You will mentor junior technicians, administer AD/Entra ID accounts, manage endpoint policies, and support VMware and Windows Server environments as part of a broader IT team.

Qualifications

• 2+ years in a Level 1/2 IT support role.
• Relevant certifications, e.g., CompTIA A+/Network+/Security+, Microsoft 365 Certified, or similar a Plus
• Dealer Management (CDK, Tekion) experience a Plus

Responsibilities

• Serve as an escalation point for Tier 1, resolving complex hardware, software, and account issues.
• Diagnosing and resolving issues across Windows 11 endpoints, Microsoft 365 services, and networking.
• Administer user accounts, groups, and access controls in Active Directory and Entra ID.
• Deploy and maintain endpoint policies, patches, and security tools via RMM/MDM platforms.
• Perform routine maintenance and troubleshooting on Windows Server and VMware infrastructure.

Skills

Windows 11

Microsoft 365

Active Directory / Entra ID

Networking basics

PowerShell

Troubleshooting & diagnostics

Security awareness

Education

CompTIA A+/Network+/Security+

Microsoft 365 Certified

Tools

RMM/MDM platforms

CDK

Tekion

Job description

About the RoleIn this role, you'll serve as an escalation point for Tier 1 support, resolving complex issues across Windows endpoints, Microsoft 365, networking, and Active Directory/Entra ID environments. You'll combine hands-on troubleshooting with light systems administration, and you'll help mentor junior technicians and improve our documentation and processes along the way.Key ResponsibilitiesServe as an escalation point for Tier 1, resolving complex hardware, software, and account issuesDiagnosing and resolve issues across Windows 11 endpoints, Microsoft 365 services, and networkingAdminister user accounts, groups, and access controls in Active Directory and Entra IDDeploy and maintain endpoint policies, patches, and security tools via RMM/MDM platformsPerform routine maintenance and troubleshooting on Windows Server and VMware infrastructureIdentify root causes of recurring issues and implement lasting fixesWrite and maintain clear knowledge base articles for Tier 1 and end usersPrioritize and manage escalated tickets according to business impact and SLA commitmentsPreferred Qualifications2+ years in a Level 1/2 IT support roleRelevant certifications, e.g., CompTIA A+/Network+/Security+, Microsoft 365 Certified, or similar a PlusDealer Management (CDK, Tekion) Experience a PlusWhat You'll NeedWindows & HardwareStrong knowledge of Windows 11 configuration and the registry (macOS a plus)Diagnoses boot, profile, driver, BitLocker, printing, application, Outlook, performance, and hardware issues using Event Viewer, Reliability Monitor, Task Manager, Device Manager, Services, and command-line toolsMicrosoft 365Troubleshoots Outlook profiles, Autodiscover, Exchange Online mailbox access, shared mailboxes, and distribution groupsSupports Teams, OneDrive sync, SharePoint access, and Office activation/licensingActive Directory / Entra IDCreates and manages users, groups, OUs, and group membership; resolves password and account issuesManage Group Policy, user permissions, and enterprise access controlsTroubleshoots hybrid identity, MFA, SSO, Conditional Access outcomes, and Entra sign-in logsMDM / RMM & DeploymentDeploys and troubleshoots policies, applications, updates, antivirus/EDR, and disk encryption using the organization's RMM/MDM toolsManages remote support, device inventory, and compliance reportingNetworkingTroubleshoots TCP/IP, DNS, DHCP, Wi-Fi, VLANs, VPNs, routing basics, network-printer connectivity, and remote-site issuesExperience with ipconfig, ping, nslookup, tracert, Test-NetConnection, and packet/log evidence rather than guessworkFile AccessDistinguish SMB share permissions from NTFS permissionsIdentifies group-based access, inheritance breaks, explicit deny entries, and effective-access problemsSecurityRecognizes phishing, malware/EDR alerts, risky sign-ins, MFA failures, local admin exposure, weak permissions, and certificate/encryption issuesEscalates potential incidents promptly while preserving evidenceServers & VirtualizationPerforms routine checks and troubleshooting for Windows Server services, shares, DNS/DHCP, scheduled tasks, and backupsHandles basic VMware VM management, disk capacity monitoring, and service failuresPowerShellReads and safely modifies basic scripts; collects logs; queries AD/Entra/Exchange informationAutomates repeatable admin tasks and understands script output and errorsSoft Skills & ProcessPerforms root cause analysis rather than applying temporary fixesWrites clear, step-by-step technical documentation for Tier 1 and end usersStrong listening skillsManages ticket lifecycle by prioritizing escalated tickets based on business impact and SLA deadlines