Jobs in the United States

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Patient Transport Associate – Per Diem
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- $17.71 to $24.28 USD / hour
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Patient Care Assistant BWH
The Brigham and Women's Hospital, Inc.
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- $20.58 to $26.58 USD / hour
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Communications and Event Coordinator
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Electrical Engineering Intern
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I-M Technology, LLC

IT Support & Systems Technician II

Norwich, CT, United States

Apply on careers2-extensishr.icims.com About employer

Applications open in a new tab.

Job details

Apply by: Nov 12, 2027
Posting language: English
Posted: Nov 12, 2026

Original job description

Who We Are

I-M Technology is a Connecticut-based managed technology and cybersecurity company founded in 2003. We help small businesses and nonprofit organizations operate securely, reliably, and effectively through managed IT, cybersecurity, cloud services, technical guidance, and project work.

We are building a more proactive service model - one that does more than respond when something breaks. Our technicians help clients resolve immediate problems, maintain healthy systems, identify risks, improve documentation, and prevent recurring issues.

Our core values guide how we work:

Do the Right Things Right
Integrity
Better Every Day
Respect

Who You Are

We are looking for a capable Level 2 technician who can troubleshoot technical issues, communicate well with clients, follow established processes, and take ownership of assigned work.

This position is built around a common managed-services technician foundation. During onboarding, we will establish your primary workstream based on your demonstrated strengths, experience, and the needs of the company:

Support Desk
Centralized Services
Technical Alignment

Your primary responsibilities and success measures will be clearly defined. Occasional cross-team work will be expected, but this is not intended to become an undefined “do everything” position.

The right person will be comfortable working both independently and collaboratively, documenting work thoroughly, escalating effectively, and learning how technology affects the client’s actual operations.

What You'll Do

Core Responsibilities

Regardless of primary assignment, you will be expected to:

Take ownership of assigned tickets, scheduled work, and recurring responsibilities
Diagnose technical problems and pursue them through resolution or effective escalation
Communicate professionally and promptly with clients and team members
Follow documented service-delivery processes and security practices
Accurately record time, troubleshooting steps, root cause, resolution, and next actions
Keep client technical documentation current as systems and configurations change
Use remote monitoring, management, security, backup, and documentation tools effectively
Understand the potential effect of technical changes on client security, productivity, and business continuity
Collaborate with other service-delivery teams through clear handoffs and knowledge sharing
Identify recurring problems and help develop permanent solutions
Participate in daily huddles, team meetings, technical training, and improvement initiatives
Provide onsite and after-hours support when scheduled or required

Potential Primary Workstreams

Support Desk

A Support Desk assignment will focus primarily on responsive client support, including:

Troubleshooting Microsoft 365, Windows, application, printing, connectivity, account, and endpoint issues
Supporting client end users remotely and onsite
Working tickets according to priority, age, and documented service processes
Performing user and device moves, adds, and changes
Verifying the reported problem before troubleshooting and confirming proper operation after resolution
Recognizing when an issue should be escalated, scheduled, or transitioned into project work
Working with third-party application and hardware vendors when necessary
Providing timely updates so clients know what is happening and what to expect next

Centralized Services

A Centralized Services assignment will focus on the tools and systems used to manage the client base consistently, including:

Monitoring the health of RMM, patching, endpoint protection, backup, security, and alerting systems
Reviewing and resolving alerts, failed jobs, backup errors, agent issues, and compliance exceptions
Deploying and maintaining managed-services tools across client devices
Verifying patch, backup, endpoint protection, and security-tool coverage
Improving alert thresholds and reducing unnecessary or false-positive tickets
Assisting with new-client onboarding and tool deployment
Working with vendors to resolve platform and integration problems
Developing scripts, reports, workflows, or automations that improve service efficiency
Supporting the service team with centralized tools, technical knowledge, and internal training

Technical Alignment

A Technical Alignment assignment will focus on proactive maintenance and standards, including:

Performing scheduled remote and onsite reviews of client environments
Comparing client systems and configurations against IMT standards and industry practices
Identifying outdated, unsupported, undocumented, or misconfigured technology
Reviewing network infrastructure, endpoints, servers, Workspace/Microsoft 365, security controls, backups, licensing, and physical technology environments
Confirming that required management and security tools are properly applied
Maintaining accurate asset, configuration, and client-specific documentation
Developing and updating client-specific procedures and checklists
Documenting risks and findings for technical and business planning
Helping reduce recurring tickets, downtime, and preventable service demands
Coordinating findings with account management, centralized services, support, and project teams

Technologies You May Work With

Experience does not need to cover every item, but candidates should have a solid foundation in several of these areas:

Windows 10, Windows 11 and MacOS
Microsoft 365 and Google Workspace administration
Entra ID and Active Directory
Exchange Online, SharePoint, OneDrive, and Teams
Microsoft Intune and endpoint management
TCP/IP, DNS, DHCP, VPNs, Wi-Fi, switches, and firewalls
Windows Server and common business network environments
Endpoint protection and cybersecurity tools
Backup and disaster-recovery systems
Remote monitoring and management platforms
PSA or IT service-management systems
Hardware installation, replacement, and troubleshooting
PowerShell, scripting, workflow automation, or AI-assisted technical tools

IMT currently works extensively with Google Workspace, Microsoft 365, ConnectWise Manage, NinjaOne, endpoint security, cloud backup, and other MSP management platforms.

What Success Looks Like

A successful technician at IMT:

Completes assigned work reliably and follows through on commitments
Keeps tickets and scheduled work from aging unnecessarily
Knows when to continue troubleshooting and when to escalate
Produces documentation another technician can confidently use
Communicates clearly without leaving clients or coworkers guessing
Treats security and data protection as part of every technical decision
Helps eliminate recurring issues instead of repeatedly treating symptoms
Maintains accurate time and service records
Learns from mistakes and applies those lessons to future work
Contributes to a respectful, accountable, and improvement-oriented team

Performance measures will vary by primary assignment and may include ticket closure and aging, effective utilization, documentation quality, scheduled review completion, tool coverage, patch and backup health, accurate escalation, and reduction of recurring issues.

What You Bring

Qualifications

Required

At least two years of hands-on IT support, systems administration, or managed-services experience
Demonstrated Level 2 troubleshooting ability across endpoints, Microsoft 365, identity, networking, and common business applications
Strong written and verbal communication skills
Ability to organize and prioritize multiple assignments
Ability to document technical work accurately and completely
Sound judgment when making changes that could affect client operations or security
Willingness to follow established processes while helping improve them
Ability to work from the Norwich-area office and travel to client locations
Valid driver’s license and reliable transportation
Ability to participate in an on-call rotation
Ability to pass applicable employment and background checks

Preferred

Previous experience working for a managed service provider
Experience with ConnectWise Manage, NinjaOne, or comparable PSA and RMM platforms
Experience supporting organizations with cybersecurity or compliance requirements
Familiarity with HIPAA, PCI, CIS Controls, or similar security frameworks
CompTIA Network+, Security+, Microsoft, or comparable certifications
Experience with technical auditing, system standardization, automation, or proactive account maintenance
Experience supporting nonprofit, healthcare, professional-services, or other small and midsized organizations

A college degree is not required when equivalent technical experience, professional development, and demonstrated ability are present.

What We Offer

Benefits

Here is what we provide you with -

Competitive starting salary based on experience
401k with company match
Health insurance with company contribution
Paid dental, vision and life insurance
5 weeks PTO (available after 90 days)
Birthday off
Paid training and certification program and incentives
Use of company provided shared service vehicles and tools
Company issued Microsoft Surface laptop/tablet, VOIP phone/app, smartphone, swag and other gear
An upbeat, successful, and motivated team to work with

Applying

Please submit your resume along with a brief note describing:

The types of technology environments you have supported
A technical problem you owned from diagnosis through resolution
Which area most interests you - Support Desk, Centralized Services, or Technical Alignment - and why

I-M Technology is an equal-opportunity employer. Employment decisions are based on qualifications, merit, performance, and business needs.

#INDSS

Apply on careers2-extensishr.icims.com About employer

More about this job

Skills

Troubleshoot
Troubleshooting
Documentation
Microsoft 365
Microsoft Windows
Symantec Endpoint Protection
Regulatory compliance
Onboarding
Google Workspace
Microsoft Active Directory
Microsoft Exchange
Microsoft SharePoint
Microsoft Teams
DNS
DHCP
Microsoft Windows Server
Cybersecurity
Implement ICT recovery system
IT service management
Microsoft PowerShell
Workflow
Data protection
System administration
Communication skills
Valid driver's licence
Network+
Security+
Auditing

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Work requirements

Jobs in the United States