IT Support Tech, Senior

 
We’re currently seeking a Senior IT Support Technician to join our Headquarters team!

The Sr. IT Support Technician plays a critical role in delivering high-level technical support, mentoring junior staff, and ensuring stability across IT systems and infrastructure. This position requires advanced troubleshooting abilities, system configuration expertise, and strong collaboration across departments. It serves as a key escalation point for technical issues and contributes to process improvements, documentation, and project execution. The Senior Technician operates with autonomy and a proactive service mindset, supporting both remote and onsite environments.

What You Will Do:

Technical Support & Troubleshooting: 

• Provide Tier 2–3 support for complex hardware, software, and networking issues.
• Serve as an escalation resource for junior technicians and cross-functional teams.
• Ensure prompt resolution of service requests and proactively identify root causes.

Infrastructure Support & System Configuration:

• Configure desktops, laptops, mobile devices, and peripheral systems to enterprise standards
• Support infrastructure including LAN/WAN, Wi-Fi, VOIP, and endpoint security tools
• Collaborate with system administrators and network engineers on performance optimization.

Documentation & Knowledge Sharing:

• Develop and maintain detailed technical documentation, SOPs, and support resources.
• Create user-facing materials that improve engagement with IT services.
• Contribute to training and mentorship of junior team members.

Field Support & Project Work:

• Provide onsite technical support across HQ and field locations.
• Assist with special projects including deployments, upgrades, and system rollouts.

Note: The job duties above provide a general sense of the role; though, additional duties may be assigned as necessary.

How You Will Shine:

Education:

• High school diploma or GED required.
• Bachelors’ degree or higher in IT or a related field preferred.

Experience:

• Minimum 5+ years in IT support or technical service roles.
• Experience across Windows, macOS, mobile platforms, and help desk systems.
• Proven ability to lead issue resolution independently and guide others.

Certifications:

• CompTIA A +/CompTIA Data Sys/CompTIA Network + or Comparable. 

Knowledge, Skills, & Abilities:

• Advanced troubleshooting across hardware, software, and network layers.
• Ability to work independently while mentoring junior colleagues.
• Excellent written and verbal communication for technical and non-technical audiences.
• Strong time management and organizational skills in dynamic environments.
• Dedication to continuous learning and process improvement.
• Ability to travel up to 25% out of home market.