Apply on Employer Site

RealManage · 2 days ago

IT Support Technician II (WBVA2026)

Woodbridge, VA

Full-time

Hybrid

Mid Level

$60K/yr - $85K/yr

RealManage is a dynamic, technology-driven HOA management company that values professionalism and career advancement. The IT Support Technician II provides frontline and advanced technical support to end users, handling Tier 1 and Tier 2 incidents, onboarding/offboarding tasks, and contributing to IT security workflows and operational improvements.

Real Estate

Responsibilities

Provide onsite and remote support for end users across desktops/laptops, mobile devices, and productivity tools

Resolve common support issues quickly while also handling advanced troubleshooting for more complex incidents

Troubleshoot and resolve issues related to: Windows endpoint performance, configuration, and applications, Microsoft 365 (Outlook, Teams, OneDrive, OneNote, SharePoint), Authentication, access issues, and account troubleshooting in Active Directory, Connectivity issues (VPN, Wi-Fi, printers, and core network concepts such as DNS/DHCP)

Escalate issues appropriately when resolution requires additional technical ownership while maintaining follow-through to closure

Deliver clear and professional communication to users throughout the ticket lifecycle

Deploy, configure, and support corporate laptops/desktops, peripherals, and standard software packages

Support endpoint management using ManageEngine Endpoint Central, including software installs, troubleshooting, and patching workflows

Troubleshoot hardware issues and coordinate warranty repair and vendor service where 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, 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/offboarding documentation and checklists to ensure consistency and compliance

Support IT security operational workflows including: MFA enrollment, troubleshooting, and user support, Phishing reporting triage and escalation handling, Patch compliance support and endpoint remediation follow-up

Follow security and data handling standards and escalate suspicious activity or policy deviations promptly

Support security best practices such as account hygiene, device compliance, and secure handling of sensitive information

Work within the ticketing system 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 or replacement cycles, Application deployment or rollout support, Process improvements (ticket workflow, knowledge base, onboarding/offboarding standardization)

Coordinate with internal teams and vendors to complete assigned tasks and project support activities

Qualification

Microsoft 365Active DirectoryEndpoint ManagementWindows TroubleshootingCybersecurity SupportTechnical SupportCommunication SkillsTeam Collaboration

Required

Provide onsite and remote support for end users across desktops/laptops, mobile devices, and productivity tools

Resolve common support issues quickly while also handling advanced troubleshooting for more complex incidents

Troubleshoot and resolve issues related to Windows endpoint performance, configuration, and applications

Troubleshoot and resolve issues related to Microsoft 365 (Outlook, Teams, OneDrive, OneNote, SharePoint)

Troubleshoot and resolve issues related to authentication, access issues, and account troubleshooting in Active Directory

Troubleshoot and resolve connectivity issues (VPN, Wi-Fi, printers, and core network concepts such as DNS/DHCP)