IT Support Technician II - Onsite & End-User Expert

DRB Enterprises LLC; Phoenix (AZ); On-site; USD 52,000 - 78,000; Full time

Job summary

DRB Enterprises LLC is seeking an IT Support Technician II to provide Tier I and II technical support for end users. You will handle requests via ticketing, phone, email, and in-person interactions, delivering timely resolutions and strong customer service.

Responsibilities include deploying and maintaining desktops, laptops, printers, mobile devices, and supporting Microsoft 365 services. On-site work is required, with occasional travel to division offices and remote sites.

Qualifications

• Associate degree in Computer Science, Information Technology, or related field, or equivalent combination of education and experience.
• 2–4 years of enterprise IT support experience.
• Working knowledge of Windows 10/11, Microsoft 365 applications, Active Directory/Entra ID, networking fundamentals, printers, and endpoint hardware.

Responsibilities

• Provide Tier I and II technical support via ticketing system, call queue, email, and in-person support.
• Own incidents from intake through resolution or escalation with clear documentation.
• Monitor tickets for timely resolution and SLA adherence.
• Escalate complex issues to Systems Administrators as needed with troubleshooting notes.
• Deploy, configure, repair, and maintain desktops, laptops, printers, peripherals, and mobile devices.
• Maintain IT asset inventory and support Microsoft 365 services (Outlook, Teams, OneDrive).
• Assist with Entra ID, Active Directory, Intune, endpoint management, and basic account administration.
• Develop knowledge base articles and SOPs; assist with system maintenance and deployments.
• Coordinate equipment setup and deployments at division offices and remote locations.
• Follow IT security standards and report potential incidents; participate in after-hours on-call rotation.

Skills

Windows 10/11

Microsoft 365

Active Directory/Entra ID

Networking fundamentals

Printers

Endpoint hardware

Microsoft Teams

Mobile devices

Endpoint management

Education

Associate degree in Computer Science or Information Technology

Tools

Intune

Entra ID

Job description

DRB Enterprises LLC is seeking an IT Support Technician II to provide Tier I and II technical support for end users. You will handle requests via ticketing, phone, email, and in-person interactions, delivering timely resolutions and strong customer service.

Responsibilities include deploying and maintaining desktops, laptops, printers, mobile devices, and supporting Microsoft 365 services. On-site work is required, with occasional travel to division offices and remote sites.