Acktivate · 12 hours ago
IT Support Technician II
Cincinnati, OH
Full-time
Hybrid
Entry, Mid Level
2+ years expAcktivate is a growth-focused firm delivering customized marketing programs and IT support services. The IT Support Technician II is responsible for providing comprehensive technical support across a wide range of systems and environments, supporting end users both remotely and on-site, and managing support requests from initial intake through resolution.
ConsultingDigital MarketingWeb DesignWeb Development
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
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
Qualification
Required
Associate or Bachelor's degree in Information Technology or a related field, or equivalent hands-on experience
2–5 years of experience 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
Experience working in a small MSP or multi-client environment
Experience supporting financial services or other regulated industries
Endpoint security and compliance tools
Backup and disaster recovery solutions
Basic networking concepts (DNS, DHCP, VPNs)
Scripting or automation experience (PowerShell, Bash, or similar)
CompTIA Network+ or Security+
Microsoft certifications (e.g., MS-900, MD-102)
ITIL Foundation
Vendor-specific certifications relevant to MSP tools or platforms
Company
Acktivate
Acktivate is a technology implementation, marketing consulting, and managed IT services firm supporting growth, stability, and security for small to mid-sized businesses.
2-10 employees
Funding
Current Stage
Early StageLeadership Team
John Cook
Founder & President
Company data provided by crunchbase