IT Support Technician II (PTX2026b)

Join us at RealManage and be part of a thriving environment where growth, innovation, and supportive teamwork define our everyday operations.

Company Overview:

RealManage is a prominent national firm recognized on the Inc. 5000 list, operating across 16 states + Washington DC and serving a diverse array of clients including homeowners’ associations (HOAs), condominium associations, cooperatives, luxury high-rises, municipal utility districts, and master-planned communities. Our client base also includes nationally renowned developer and builder clients.

Ranked among the top firms in the community management industry (#3 out of 5,000+), RealManage distinguishes itself by delivering exceptional solutions at competitive prices. We leverage cutting-edge cloud-based technologies and mobile apps, supported by industry-leading practices and a highly skilled workforce.

Our mission at RealManage is to offer comprehensive and innovative solutions that consistently surpass customer expectations. We prioritize transparency and visibility in all client interactions, continuously measuring our performance to achieve rapid improvement. We foster a workplace culture that promotes professionalism, encourages growth, and embraces diversity. By maintaining financial strength and focusing on continual innovation, we aim to lead the industry with pioneering advancements.

Join RealManage and contribute to a company dedicated to excellence, innovation, and delivering unparalleled service in community management.

Position Summary

The IT Support Technician II provides both frontline and advanced technical support to end users, supporting day-to-day IT operations across endpoints, identity systems, and Microsoft 365 applications. This role handles a combination of Tier 1 and Tier 2 incidents and service requests, including workstation and hardware support, onboarding/offboarding tasks, and endpoint troubleshooting.

The technician also supports IT security workflows (such as MFA and phishing response), helps maintain patch compliance, and contributes to small projects and operational improvements.

The technician owns support tickets end-to-end, from intake through resolution, including escalations and follow-up.

Key Responsibilities

Tier 1 / Tier 2 End User Support

• 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.

Endpoint, Hardware Support & Asset 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.

User Onboarding / Offboarding & Access Support

• 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.

Cybersecurity Support

• 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.

Ticketing, Documentation & Service Quality

• 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.

Small Projects & Operational Improvements

• 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.

Disclaimer

This description is not intended to be an exhaustive list of duties. The employee may perform other duties as assigned to meet the ongoing needs of the organization. Reasonable accommodations may be made to enable qualified individuals to perform the essential functions of this position.

Required Qualifications - this is not remote work

• Must be able to work in US
• 2+ years of experience in IT support, service desk, desktop support, or IT operations.
• Demonstrated experience supporting both Tier 1 and Tier 2 end-user requests.
• Strong troubleshooting ability in:
  • Windows 10/11 endpoint support and configuration
  • Microsoft 365 applications, including Teams and OneNote
  • Basic networking concepts (VPN, Wi-Fi, DNS, DHCP)
• Experience supporting identity/access troubleshooting and user workflows in Active Directory.
• Experience using a ticketing system with strong documentation and customer communication practices.
• Strong customer service mindset, professionalism, and ability to work independently.

Preferred Qualifications (Nice to Have)

• Experience with endpoint management platforms such as:
  • ManageEngine Endpoint Central
  • Microsoft Intune and Windows Autopilot
• Familiarity with:
  • Entra ID (Azure AD) concepts and hybrid identity environments
  • Patch management, endpoint compliance, and baseline security practices
• Certifications: CompTIA A+, Network+, Security+, Microsoft certifications, ITIL Foundation.

Work Environment & Physical Requirements

• 90% In-office with 10% travel. Experience with both in-person and remote support.
• Estimated travel: up to 10% (e.g., visiting regional offices or supporting onsite needs).
• Occasional after-hours support may be required for deployments, upgrades, or critical issues.
• Must be able to lift and move equipment (up to ~40 lbs) for workstation setup and hardware support.

Full Benefits offered

Pay and Benefits:

$65,000 to $75,000, depending on education and experience.

Benefits include:

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Life and Disability Insurance
• HSA (Required High-Deductible Medical Plan to be eligible)
• FSA
• Education Reimbursement
• 401K matching
• Employee Assistance Program (EAP)
• 11 paid Holidays

RealManage is a values‑based, equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.