IT Support Technician II

About Liquid I.V.

This job description indicates in general the nature and levels of work, knowledge, skills, abilities and other essential functions expected of the role. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required. It is not intended to limit or in any way modify the right of any supervisor to assign, direct, and control the work of employees under his/her supervision. Ability to competently perform all the essential duties of the position, with or without reasonable accommodation, demonstrated commitment to the company’s mission, and the ability to work productively as a member of a team or work group are basic requirements of all positions at Liquid I.V.

We are committed to building an inclusive culture of belonging that not only embraces the diversity of our people but also reflects the diversity of the communities in which we work and the customers we serve. We know that the happiest and highest performing teams include people with diverse perspectives that encourage new ways of solving problems, so we strive to attract and develop talent from all backgrounds and create workplaces where everyone feels seen, heard, and empowered to bring their full, authentic selves to work.

Liquid I.V. is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.

About our Team:

We are a world-class team of innovators and passionate change-makers, looking to develop transformative hydration solutions and make a meaningful impact on the world around us.  

At Liquid I.V., we are committed to building an inclusive culture of belonging that not only embraces the diversity of our people but also reflects the diversity of the communities in which we work and the customers we serve.    

Our team members enjoy a flexible and inclusive working environment, a highly collaborative and innovation-forward culture, generous benefits and perks that empower employees to champion their wellbeing every day, as well as an infinite supply of Liquid I.V. for extraordinary hydration. 

About the role:

The IT Support Technician II serves as the primary point of contact for all technology-related support requests across the organization. This role requires strong technical expertise, excellent customer service skills, and the ability to resolve issues efficiently while maintaining a positive user experience. The ideal candidate will have 2-4 years of helpdesk experience and be comfortable working in a fast-paced, growing environment, while also providing guidance and mentorship to junior team members.

Functions and duties of this role include, but not limited to:

Technical Support & Troubleshooting

• Provide Tier 1 and Tier 2 technical support for hardware, software, and network issues
• Diagnose and resolve desktop, laptop, mobile device, and peripheral equipment problems 
• Support Windows and macOS operating systems, as well as iOS and Android mobile devices 
• Troubleshoot application issues including Microsoft 365, JumpCloud, Adobe Creative Suite, and business applications 
• Resolve network connectivity issues including A/V equipment, VPN, WiFi, and remote access problems 
• Support video conferencing systems (Zoom, Logitech) 
• Provide advanced troubleshooting and escalation support for complex technical issues

User Account Management 

• Create, modify, and deactivate user accounts across various platforms (Active Directory, Azure AD, SSO)
• Manage user access permissions and security group memberships 
• Reset passwords and assist with MFA/authentication issues 
• Maintain accurate documentation of user accounts and access levels

Ticket Management & Documentation

• Monitor and respond to support tickets through ticketing system (FreshService or similar)
• Prioritize and manage ticket queue to meet SLA requirements 
• Document all troubleshooting steps, solutions, and resolutions in knowledge base 
• Create and maintain user guides and technical documentation 
• Escalate complex issues to senior IT staff or vendors as appropriate 

Hardware & Software Management

• Deploy, configure, and maintain end-user workstations, laptops, and mobile devices
• Perform hardware installations, upgrades, and replacements 
• Manage software installations, updates, and licensing 
• Coordinate with vendors for warranty repairs and replacements 
• Maintain inventory of IT assets including tracking and lifecycle management

Onboarding & Offboarding

• Prepare and configure equipment for new employees
• Conduct technology orientation sessions for new hires 
• Process equipment returns and data security procedures for departing employees 
• Ensure proper asset tracking and documentation throughout employee lifecycle 

Customer Service & Communication

• Provide professional, friendly support with excellent interpersonal skills
• Communicate clearly and effectively (written and verbal) with technical and non-technical users 
• Explain technical concepts to non-technical users in an accessible manner 
• Manage user expectations and provide timely status updates 
• Represent IT department positively across the organization 

Continuous Improvement & Learning

• Identify recurring issues and recommend proactive solutions
• Stay current with emerging technologies and industry best practices 
• Suggest process improvements to enhance user experience and efficiency 
• Mentor and provide guidance to junior helpdesk staff 
• Contribute to knowledge base documentation and training materials 
• Assist with IT projects including system upgrades, migrations, and implementations 
• Support office moves, expansions, and technology refreshes 
• Participate in disaster recovery and business continuity planning 
• Contribute to IT security initiatives and compliance efforts

Qualifications:

Experience & Education

• 2-4 years of IT helpdesk or technical support experience
• Associate's degree in information technology, Computer Science, or related field (or equivalent work experience) 
• Experience supporting 150+ users in a corporate environment

Technical Skills

• Strong knowledge of Windows 10/11 and macOS operating systems
• Proficiency with Microsoft 365 (Exchange Online, SharePoint, Teams, OneDrive) 
• Experience with Active Directory, Azure AD, and identity management 
• Understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN) 
• Familiarity with mobile device management (MDM) solutions (Intune, Jamf, JumpCloud, etc.)
• Basic knowledge of cybersecurity principles and best practices 
• Experience with remote support tools (TeamViewer, AnyDesk, LogMeIn, etc.) 
• Ticketing system experience (FreshService, ServiceNow, Jira Service Desk, etc.) 

Certifications (Preferred)

• CompTIA A+, Network+, or Security+
• Microsoft 365 Certified: Modern Desktop Administrator Associate 
•  ITIL Foundation
• Apple Certified Support Professional (ACSP)

Soft Skills

• Excellent customer service orientation with strong interpersonal skills
• Clear and effective communication abilities (written and verbal) 
• Strong problem-solving and analytical thinking capabilities 
• Ability to explain technical concepts to non-technical users 
• Time management skills with ability to prioritize multiple tasks 
• Patient and empathetic approach to user support 
• Team player with collaborative mindset 
• Self-motivated with ability to work independently 
• Leadership qualities for mentoring junior team members

Desired Attributes

• Proactive approach to identifying and resolving technical issues
• Commitment to continuous learning and professional development
• Strong attention to detail and organizational skills 
• Adaptability and comfort with change in a fast-paced environment 
• Professional appearance and conduct 
• Ability to maintain confidentiality and handle sensitive information 
• Willingness to work occasional extended hours for maintenance or urgent issues 

Physical Requirements & Work Environment

• Ability to lift and move computer equipment (up to 50 lbs with assistance)
• Comfortable sitting and working at a computer for extended periods 
• Ability to move around office environment to provide in-person support
• Occasional evening or weekend work may be required (rare) 
• Primarily on-site position with potential for hybrid flexibility after training period 

What You'll Achieve:

This role offers opportunities to develop advanced technical expertise, lead mentorship initiatives, influence IT strategy and process improvements, and work with cutting-edge enterprise technologies. You'll gain exposure to cybersecurity and compliance frameworks, build strong relationships across the organization, and have a clear career path toward senior IT positions and IT leadership roles.

What We Give:

• 100% company-paid medical, dental and vision insurance for employees (PPO, HMO and Kaiser options).
• A 401k plan with company match, short and long-term disability coverage. 
• A generous PTO and sick policy that includes 13+ paid annual holidays. 
• Wellness classes (fitness, mental health, nutrition, finance, etc.). 
• An Employee Assistance Program, including membership for guided meditation for all employees. 
• Monthly tech and wellness reimbursement. 
• An infinite supply of Liquid I.V. for endless hydration!  

Work Environment:

• This role is Hybrid - 4 days a week onsite

Candidates must be authorized to work in the United States without sponsorship.

The compensation band for this position is $63,000 - $95,000 annually. The exact salary is determined by various factors including experience, skills, education, geographic location, internal company equity, and budget. The listed range is applicable only to the annual base salary and does not include additional perks, benefits, or applicable bonus eligibility comprising the total compensation package.

This job description indicates in general the nature and levels of work, knowledge, skills, abilities and other essential functions expected of the role. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required. It is not intended to limit or in any way modify the right of any supervisor to assign, direct, and control the work of employees under his/her supervision. Ability to competently perform all the essential duties of the position, with or without reasonable accommodation, demonstrated commitment to the company’s mission, and the ability to work productively as a member of a team or work group are basic requirements of all positions at Liquid I.V.

We are committed to building an inclusive culture of belonging that not only embraces the diversity of our people but also reflects the diversity of the communities in which we work and the customers we serve. We know that the happiest and highest performing teams include people with diverse perspectives that encourage new ways of solving problems, so we strive to attract and develop talent from all backgrounds and create workplaces where everyone feels seen, heard, and empowered to bring their full, authentic selves to work.

Liquid I.V. is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.

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