IT Support Technician II

Position Overview

Acktivate is a growth-focused firm delivering customized marketing programs and IT support services that drive material business impact for small to mid-sized businesses. We take a holistic approach to understanding each client’s operations, goals, and challenges, then design practical, results-oriented solutions that support performance, security, and scalability. Our managed IT services practice plays a critical role in supporting clients in regulated and high-trust industries, including financial and legal services.

The IT Support Technician II (L2) is a hands-on, client-facing role responsible for providing comprehensive technical support across a wide range of systems and environments. This position supports end users both remotely and on-site and serves as a primary technical resource, handling support requests from initial intake through resolution. This role includes both day-to-day support and more complex technical issues and will help establish scalable support processes as the IT services team grows. It is ideal for a well-rounded IT professional who thrives in a small MSP environment, is comfortable owning issues end-to-end, and can support nearly all day-to-day technology needs for financial services clients with professionalism, security awareness, and attention to detail.

Key Responsibilities

• Provide hands-on technical support for client environments, both remotely and on-site.
• Diagnose and resolve issues related to operating systems, applications, hardware, and peripherals.
• Troubleshoot email, collaboration tools, VPNs, Wi-Fi, and general connectivity issues.
• Support VoIP and unified communications platforms.
• Manage and resolve support requests through the ticketing system in accordance with SLAs.
• Utilize RMM tools to monitor systems, perform maintenance, and proactively address issues.
• Document all work clearly and thoroughly within support tickets.
• Administer Microsoft 365 and/or Google Workspace environments.
• Perform user provisioning, access management, MFA support, and offboarding.
• Support identity and access management best practices, including least-privilege access.
• Assist with email security and encryption tools.
• Support endpoint management and security, including patching, EDR/AV, and disk encryption.
• Troubleshoot small-business networking environments (firewalls, VPNs, Wi-Fi).
• Support on-premises and hybrid infrastructure, including Windows servers and line-of-business applications.
• Assist with backup, disaster recovery, and business continuity solutions.
• Create and maintain technical documentation, including issue resolution steps, troubleshooting workflows, and standard operating procedures (SOPs).
• Contribute to internal knowledge bases and manuals using platforms such as Helpjuice, IT Glue, Confluence, SharePoint, or similar tools.
• Identify recurring issues and document repeatable solutions to improve efficiency and service quality.
• Coordinate with third-party vendors and service providers to resolve technical issues.
• Act as a professional, client-facing technical resource.
• Communicate technical issues and solutions clearly to non-technical users.
• Own issues from intake through resolution, including follow-up and documentation.
• Support clients in regulated environments by following secure data handling practices.
• Recognize and appropriately escalate potential security incidents.
• Assist with audit preparation and compliance-related requests as needed.

Required Qualifications

• Education: Associate or Bachelor’s degree in Information Technology or a related field, or equivalent hands-on experience.
• Experience Required: 2–5 years in IT support, desktop support, or MSP environments.
• Hands-on experience providing both remote and on-site technical support.
• Experience with ticketing systems, RMM tools, and IT service workflows.
• Experience supporting Microsoft 365 and/or Google Workspace environments.
• Strong troubleshooting skills across endpoints, applications, and user environments.
• Experience documenting issue resolutions and procedures in a knowledge base.

Preferred Qualifications

• Experience working in a small MSP or multi-client environment.
• Experience supporting financial services or other regulated industries.
• Familiarity with endpoint security and compliance tools.
• Knowledge of backup and disaster recovery solutions.
• Understanding of basic networking concepts (DNS, DHCP, VPNs).
• Experience with scripting or automation (PowerShell, Bash, or similar).
• Certifications such as CompTIA Network+ or Security+, Microsoft certifications (e.g., MS-900, MD-102), ITIL Foundation, or vendor-specific certifications relevant to MSP tools or platforms.