IT Support Technician

GRF CPAs & Advisors is a company that provides exceptional financial, tax, and consulting services. They are seeking an IT Support Technician II to provide both frontline and advanced technical support to end users, managing IT operations across various systems and applications while ensuring timely resolution of support tickets. Responsibilities 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 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 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 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 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 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 Skills High school diploma or equivalent required 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 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 Ability to lift up to 50 lbs Ability to use general office equipment including computers, printers, and other standard devices Associate degree in IT or related field preferred CompTIA A+, Network+, and/or Security+ (or equivalent) Benefits 401(k) plan with profit sharing Employer-supported medical coverage Company-paid life and disability insurance Student loan repayment Generous PTO A culture that fosters flexibility and career development Company Overview Headquartered in the Washington, DC metropolitan region with locations in Baltimore, MD and New York, GRF CPAs & Advisors is a full-service professional services firm providing clients with financial, tax and advisory solutions. It was founded in 1981, and is headquartered in Bethesda, Maryland, USA, with a workforce of 51-200 employees. Its website is Company H1B Sponsorship GRF CPAs & Advisors has a track record of offering H1B sponsorships, with 1 in 2024. Please note that this does not guarantee sponsorship for this specific role.