Senior IT Support Technician

Summary

We are seeking a skilled and customer-focused Senior IT Support Technician to join our IT team and ensure reliable, high-quality technology support across the organization. This role is responsible for installing, maintaining, and troubleshooting desktop hardware and software in both Windows and macOS environments. The technician will provide Tier 1 and Tier 2 support, manage user accounts via Active Directory and Okta, deploy software updates using tools like Intune and Jamf, and deliver both in-person and remote support to employees across multiple locations.

The ideal candidate is a proactive problem-solver with a collaborative mindset and a strong commitment to customer service. This role works closely with IT staff, vendors, and business users to maintain system reliability, enhance user experience, and ensure compliance with IT policies and security standards.

Key Responsibilities:

• Deliver advanced technical support for hardware, software, network, and system-related issues.
• Diagnose and resolve complex technical problems for end-users both remotely and on-site.
• Manage and prioritize service tickets to ensure timely resolution.
• Collaborate with IT team members to resolve escalated issues.
• Facilitate onboarding for all new employees.
• Install, configure, and maintain computer systems, software, and peripherals.
• Perform routine maintenance and updates on workstations, servers, and network equipment.
• Create and maintain technical documentation, including user guides and knowledge base articles.
• Conduct training sessions for end-users on new technologies and IT best practices.
• Manage user accounts and access permissions in Active Directory and other systems.
• Coordinate with third-party vendors for specialized technical support.
• Conduct regular audits of IT equipment and software licenses to ensure compliance.
• Set up and manage audiovisual equipment for meetings and events.
• Administer Windows endpoints using Microsoft Intune and Autopilot for imaging, deployment, patching, and application packaging.
• Administer Mac endpoints using Jamf.
• Manage identity provider (IdP) and single sign-on (SSO) integrations via Okta.
• Receive, track, and issue hardware, software, and peripherals.

Qualifications:

• Minimum Requirements:
• 5+ years of relevant IT support experience.
• Proficiency in Active Directory, Okta, and Google Workspace.
• Experience with Atlassian tools (Jira and Confluence).
• Strong knowledge of Windows and macOS environments.
• Excellent customer service and communication skills, with the ability to explain technical concepts to users of all skill levels.
• Solid understanding of PC and laptop hardware and components.
• Basic knowledge of networking devices such as switches and routers.
• Ability to troubleshoot and resolve complex hardware and software issues.
• Strong organizational skills and ability to prioritize workload effectively.
• Familiarity with internet-based video conferencing tools (e.g., Zoom).
• Ability to work independently and collaboratively within a team.
• Physical ability to lift up to 50 pounds.