IT Field Support Technician II (MSP)

KJ Technology is dedicated to being the very best in IT Support Services in the Metro New York area. We're proud of the success we’ve achieved for over 25 years driven by our core values of Transparency and Candor, being Driven, acting as a Client Advocate, and Continuous Improvement.

We set our clients up for long-term success by helping them make strong strategic IT decisions that support their business. A People-First organization, we are the only New York City based MSP to be certified as a Great Place to Work 3 years in a row, in a tough industry. Our crew members enjoy an exceptional experience where they are treated as internal customers. They also enjoy a great benefits package with a strong 401k program.

We are looking for an IT Field Support Technician II who will respond to Level 1 & 2 service desk requests and proactive visits to various client sites across New York City. This role is ideal for an IT professional who enjoys solving technical problems independently, communicates clearly and professionally, and takes ownership of issues through resolution. The successful candidate will provide trusted technical support to business clients, deliver structured proactive onsite and remote support, maintain accurate documentation, and follow established processes while continuing to grow their technical expertise.

KJ leverages cutting-edge AI tools and frontier large language models (LLMs) to improve troubleshooting efficiency, documentation quality, and service delivery. The IT Field Support Technician will collaborate with senior engineers while performing incident and problem resolution, managing requests through completion, and supporting PC deployments within KJ's internal hardware lab as part of our deployment team. The ideal candidate values accuracy, consistency, and follow-through, is comfortable working within documented standards and procedures, and exercises sound judgment in client environments.

This position reports to the Director of Technology and is an on-site and in-office opportunity in New York City.

The successful applicant should have 3 years of relevant work experience, preferably with an IT MSP. Bonus points for candidates who have one of the following certifications: CompTIA Network+/Security+, Microsoft Azure Administration, and Microsoft 365 Administration.

Responsibilities:
- Respond to and resolve assigned Level 1 & 2 reactive and proactive service requests, incidents, and problems, maintaining ownership through completion and resolution.
- Perform standard changes related to moves, adds, changes, deletion (MACD) in accordance with documented standards, policies, and procedures.
- Utilize the IT Configuration Management Database and Knowledge Base systems to obtain and update relevant information.
- Provide timely and effective communication updates verbally and in writing to requestors, customers, leads, and management.
- Monitor and resolve issues with client networks through in-place monitoring tools.
- Configure desktops and laptops to fit client needs.
- Services to be delivered both on-site and remotely.
- Collaborate and coordinate with internal IT teams, project teams, engineers, vendors, and other resources as needed to ensure timely resolution of service requests and successful project execution.
- Utilize practical AI tools and automation technologies to improve troubleshooting efficiency, enhance documentation quality, support knowledge sharing, and improve service delivery.
- Participate in and contribute to collaborative work teams established to improve service levels and gain efficiencies.
- Establish development plans with KJ management that will improve skills and marketability of YOU as an IT professional, as well as improve the KJ brand via highly rated customer experiences.

What you need to succeed:
- A minimum of 3 years relevant working experience, preferably with a managed service provider (MSP). Other experiences considered “transferable” will be considered.
- Strong written and verbal communication skills, with the ability to explain technical issues clearly, professionally, and calmly to end users and clients.
- Strong attention to detail and commitment to accurate documentation.
- Demonstrated ability to manage service requests through completion and follow-through.
- Comfortable working within documented processes, standards, and procedures.
- Sound technical judgment when supporting users in client environments.
- Ability to troubleshoot issues independently while knowing when to escalate appropriately.
- Resourcefulness in finding root causes and solutions to problems.
- Interest in AI, automation, and emerging technologies, with a willingness to learn and incorporate modern AI tools into daily workflows.
- Possess a basic level of awareness of 3 core ITIL Service Processes (Incident, Problem, Change).
- Driven to learn new technologies, methods, and practical skills.
- A valid driver's license is required. Access to a car is preferred (although most clients will be accessed via public transportation).
- Knowledge and familiarity of Windows device setups and configurations.
- Experience with the workings of Microsoft 365 Admin, specifically with user creation and Exchange Online administration.
- 1 or more of the following certifications are preferred: CompTIA Network+/Security+, Microsoft Azure Administrator Associate or Microsoft 365 Administration

Technologies to Support:
- Account recovery
- Adobe licensing
- Anti-virus (Sentinel One)
- Cloud Backup (Datto)
- Cloud Storage (Box/DropBox/Egnyte/OneDrive/SharePoint)
- Desk Physical Setups (Desktops, Docks, Laptops)
- Domain Name System (DNS) troubleshooting
- Email Administration/Spam Filtering and Troubleshooting (M365, Outlook, Intermedia Exchange, Mimecast)
- Firewalls, Routers, APs, and Switches (mostly Cisco, Meraki, and Ubiquiti)
- Hardware: Desktops, laptops, and peripherals (HP, Lenovo, Dell, Apple), including network connectivity (e.g. - VPN)
- Imaging server for PC deployments
- IT Documentation (IT Glue & Halo)
- IT Ticketing System (Halo is a plus)
- Network Monitoring (Auvik experience is a plus)
- Mobile Device Management (Android, iOS)
- Multifactor Authentication (MFA) Administration – Google, Microsoft, DUO
- Operating Systems: Windows Desktop OS, MacOS, Windows Server, Google Workspace
- Printers: HP, Brother, Epson, Ricoh
- Procurement recommendations and administrative follow up
- Remote Control – ScreenConnect
- User account creation and administration - Active Directory Users/Computers/GPO/permissions
- Videoconferencing – Zoom, Teams, Slack

Targeted Annual Earnings:
The Targeted Annual Earnings range is $70,000 - $80,000. This Targeted Annual Earnings is based on a base salary and variable compensation.