IT Technician II

Character Requirements 

• Responsibility: Innate desire to do more than what is expected
• Thoroughness: Work with efficiency, completeness, and within reasonable timeframes
• Dependability: Fulfillment of expectations without excessive oversight
• Determination: Persistence to complete goals despite external influences
• Flexibility: Willingness to adapt to the needs of multiple departments and respond to direction and vision of teammates
• Composure: Ability to stay level-headed, think on the fly, and make quick, sound decisions when problems surface in the field 

Intulse is a privately owned company with core beliefs founded in Christian faith and we hire individuals who share that faith and commitment to our core values. Please carefully read about our culture and core values to understand if you'll fit in our unique environment: https://intulse.com/church/about-us 

Key Responsibilities 

Client Support & Advanced Troubleshooting 

• Serve as an escalation point for Level 1 technicians on complex desktop, server, network, and cloud issues
• Diagnose and resolve problems across desktops, laptops, printers, servers, firewalls, switches, and wireless systems
• Troubleshoot root causes rather than symptoms, and document the fix so the issue does not recur
• Make quick, well-reasoned decisions when a job does not go as planned, and adapt on the fly to keep work moving
• Delight our clients with fast, respectful, and helpful service 

Hands-On Installation & Field Work 

Installation and field work is part of this role, mainly during project phases. Day to day, the focus is on support, troubleshooting, and infrastructure work. 

• Install and configure hardware and networking equipment, including firewalls, switches, wireless access points, servers, workstations, and peripherals
• Ability to run, terminate, and test low voltage cabling when a project requires it
• Mount, rack, and cable equipment cleanly and to our standards
• Perform hardware adds, moves, and changes, including physical relocations
• Support onsite deployments, migrations, and infrastructure rollouts from start to finish 

Networking & Infrastructure 

• Configure and support VLANs, switching, wireless, and basic routing and VPN connectivity
• Administer Windows Server environments, including Active Directory, DNS, DHCP, and file services
• Support and manage endpoints and mobile devices, including iOS, through mobile device management (MDM) platforms
• Support virtualization platforms (Hyper-V, Proxmox, or similar)
• Administer Microsoft 365 or Google Workspace environments
• Support backup, recovery, and business continuity systems 

Helpdesk & Documentation Tools 

• Use our ticketing system to track and resolve all work
• Ensure tickets are updated promptly and not left “stale”
• Split and categorize issues properly when multiple concerns are reported
• Create and maintain client documentation, network diagrams, and SOPs in our IT documentation tool and other systems 

Remote Monitoring & Management (RMM) 

• Monitor dashboards and alerts and follow up with defined remediation steps
• Execute regularly scheduled or automated tasks as outlined in procedures
• Identify recurring patterns and recommend proactive fixes 

Project Work 

• Lead or assist with project phases, including hardware installs, network refreshes, and migrations
• Coordinate onsite work and support senior engineers on larger infrastructure rollouts
• Help plan and sequence work so installations go smoothly the first time 

Communication & Reporting 

• Represent our company well during on-site visits through friendly, respectful, and professional face-to-face communication
• Provide clear, professional support in person, by phone, email, and in writing to resolve tickets and keep users informed
• Keep clients informed on ticket progress, status changes, or outages
• Escalate appropriately to senior team members when needed
• Submit accurate timesheets and expense reports
• Flag risks or recurring issues to the Service Manager and project leads
• Ability to use AI to multiply your skills and save time, without using it as a replacement for critical thinking or feeding it inappropriate data such as personally identifiable information 

Team Collaboration & Mentorship 

• Follow weekly schedules and dispatch assignments
• Support and mentor Level 1 technicians, sharing knowledge and helping them grow
• Participate in process improvements and feedback loops
• Support our team's security posture by adhering to SOPs and staying vigilant
• Show initiative by suggesting improvements, raising flags, and helping us serve better 

Physical & Travel Requirements 

• Must be able to perform physical installation work, including hardware, networking equipment, servers, computers, and occasional low voltage cabling
• Must be able to lift and transport IT hardware (servers, UPS units, switches, and similar) up to 50 pounds
• Must be comfortable working on lifts or ladders for access points, cabling, and mounted equipment
• Must be able to bend, kneel, reach, and work in tight spaces such as server rooms and network closets
• Regular travel across Central PA using your own vehicle (mileage reimbursed)
• Valid PA driver's license and reliable transportation required 

Schedule Requirements 

• Standard hours are 8:00 AM to 5:00 PM (eastern time), Monday through Friday
• This role requires flexibility. There will be times when project or support work calls for starting earlier or staying later to see a job through to completion.
• Many of our clients, including churches, operate outside of standard business hours. Occasional evening or weekend work is part of this role, such as supporting a Sunday service or performing after-hours maintenance when it is least disruptive to the client.
• Some projects are time sensitive and, once started, must be finished before the workday ends, to avoid leaving a client in a “half broken” state. We are looking for someone who takes ownership of getting the job done right.
• We are only considering candidates local to our Lancaster, PA office.
• We work in the office 2 days a week.

Required Skills & Experience 

Minimum Qualifications 

• 4+ years in an IT support, helpdesk, or field technician role
• Strong Windows and Windows Server administration experience (Active Directory, DNS, DHCP, file services)
• Apple/macOS and iOS device support experience
• Experience with mobile device management (MDM) platforms (Intune, Jamf, or similar)
• Solid networking skills: TCP/IP, VLANs, switching, wireless, and basic routing and VPN
• Hands-on experience installing and configuring firewalls, switches, and wireless access points
• Familiarity with running and terminating low voltage cabling
• Comfortable using ticketing, RMM, and remote support tools
• Strong critical thinking skills and the ability to make quick, sound decisions in the field
• Clear written and verbal communicator, comfortable and professional in face-to-face client interactions, with a self-directed work ethic 

Preferred (Not Required) 

• Prior experience in an MSP or multi-client support environment
• Experience supporting church or non-profit organizations
• Microsoft 365 or Google Workspace admin experience
• Experience with virtualization (Hyper-V, Proxmox, etc.)
• Experience with Ubiquiti UniFi networking
• Relevant certifications (CompTIA Network+, Security+, Microsoft, or similar) 

Benefits

• Profit sharing
• Healthcare options
• 401K retirement plan with generous company matching
• Generous PTO
• Weekly company provided lunches
• Work from home flexibility