Implementation and Support Technician II - McClellan Place

Title: · Implementation and Support Technician IIJob Description: · Job Overview · The Implementation and Support Technician II is a mid-level IT support role that combines hands-on technical support with implementation and deployment responsibilities. This position plays a criti ...

Job description

Title:

Implementation and Support Technician II

Job Description:

Job Overview

The Implementation and Support Technician II is a mid-level IT support role that combines hands-on technical support with implementation and deployment responsibilities. This position plays a critical role in supporting end-users, deploying and managing IT hardware and software, and ensuring smooth onboarding for clients, sites, and modules using the 4insite platform.

As a Level II technician, this role requires deeper technical knowledge, strong troubleshooting abilities, and the capability to work independently while collaborating with internal and external stakeholders.

Roles & Responsibilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  Other duties may be assigned.

End-User & Technical Support

Provide Tier I and Tier II technical support for desktops, mobile devices, applications, and networks.

Serve as the escalation point for complex or unresolved support issues.

Respond to and manage support tickets using helpdesk systems, ensuring proper documentation and resolution.

Guide users through system use, best practices, and troubleshooting steps via phone, chat, or on-site.

Assist in mentoring Level I technicians and contribute to support documentation and internal knowledge base.

Implementation & Deployment Support

Collaborate with Implementation Managers to onboard new clients, sites, or modules onto the 4insite platform.

Deploy and configure hardware (e.g., mobile devices, laptops, QR tags) and software applications.

Support area profiling and equipment setup at customer sites, ensuring technical readiness.

Input and manage scope-of-work details in internal systems to support operational tracking.

Travel to customer sites (up to 20%) to support implementations and field support.

Asset & Device Management

Track, deploy, and recover devices using MDM and inventory systems.

Monitor asset assignments and ensure accurate reconciliation between users and equipment.

Identify inactive devices and coordinate resolution with supervisors or HR.

Collaborate with mobile carriers and vendors to manage rates and service accuracy.

Communication & Coordination

Coordinate technical communications for production changes and site rollouts.

Work across departments to ensure support and implementation needs are met on time.

Assist with audits and reporting related to IT operations and implementations.

Support documentation efforts for user guides, SOPs, and training materials.

Qualification

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.  Other duties, responsibilities and activities may change or be assigned at any time with or without notice. 

Education and/or Experience

Associate degree in Computer Science, Information Technology, or related field preferred.

2–4 years of experience in IT support, service desk, or implementation-focused roles.

Equivalent combination of education and experience will be considered.

Certificates, Licenses, Registrations

May be required to have a valid driver's license.

CompTIA A+ (strongly preferred)

CompTIA Network+ or Security+ (preferred)

Knowledge, Skills, and Abilities

Intermediate to advanced knowledge of Microsoft Windows, Office Suite, Active Directory, and MDM systems.

Familiarity with IT ticketing systems, remote support tools, and IT asset management.

Strong problem-solving and troubleshooting skills.

Effective communication, both written and verbal.

Able to manage multiple priorities and work independently or as part of a team.

Customer-first mindset with attention to detail and responsiveness.

Supervisory Responsibilities

This position has no supervisory responsibilities.

Physical Demands & Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  While performing the duties of this Job, the employee is regularly required to sit. The employee is frequently required to walk and use hands to finger, handle, or feel. The employee is occasionally required to stand.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  The noise level in the work environment is usually quiet.

Compensation: $30.00-$33.00 per hour

Benefits:

SBM offers comprehensive benefit packages. For information about SBM's benefits, please visit SBM's website at:

Careers – SBM

SBM Management Services, LP and its affiliates are proud to be equal opportunity workplaces. We are committed to equal employment opportunity regardless of race, sex, color, ancestry, religion, national origin, sexual orientation, citizenship, age, marital status, disability, gender identity, Veteran status, or other legally protected status.