Job Description
Job DescriptionSalary: $56k - $70k DOE
Senior IT Support Technician
Status: Full-Time | Non-Exempt
Reports To: Operations Manager
About the Role
Were looking for a Senior IT Support Technician who thrives on solving complex technical challenges, leading projects, and raising the bar for IT support. This role goes beyond traditional help desk work. Youll handle advanced escalations (Tier 2/3), support critical infrastructure, mentor junior team members, and contribute to technology and security initiatives that move the business forward.
What Youll Do
- Escalated Support & Mentorship
- Serve as a go-to resource for complex end-user issues across Windows, macOS, mobile devices, and enterprise SaaS applications.
- Mentor and coach junior technicians, helping elevate team performance and knowledge.
- Systems & Infrastructure
- Administer and maintain Microsoft 365, Google Workspace, and other cloud SaaS platforms.
- Manage Windows Server environments (2016 and later), Active Directory, Group Policy, and identity security solutions.
- Configure, monitor, and troubleshoot firewalls, switches, VPNs, and wireless networks.
- Support IP phone systems and VoIP technologies.
- Cybersecurity
- Implement and maintain endpoint security, vulnerability patching, and MFA solutions.
- Respond to and remediate security incidents, malware outbreaks, and phishing attempts.
- Partner with the Security & Compliance team to strengthen policies, documentation, and awareness.
- Assist with compliance-related IT controls (e.g., HIPAA, SOC 2, ISO 27001 if applicable).
- Projects & Process Improvement
- Lead or support IT projects such as system migrations, upgrades, and new technology rollouts.
- Evaluate and recommend modern tools, processes, and automation to improve efficiency.
- Maintain clear documentation, SOPs, and knowledge base articles to standardize support.
- Hands-On Technical Work
- Troubleshoot networking issues, cabling, and connectivity problems.
- Install, configure, and maintain desktops, laptops, and peripherals.
- Support remote and hybrid work environments with secure, reliable solutions.
What You Bring
- Strong understanding of networking principles (TCP/IP, DNS, DHCP, VPN, etc.).
- Proficiency with Microsoft 365 administration, Active Directory, and Windows Server.
- Familiarity with macOS and mobile platforms (iOS/Android).
- Experience with firewalls, switches, and structured cabling systems.
- Excellent troubleshooting skills, customer service mindset, and ability to explain technical issues clearly to non-technical users.
- Bonus: Experience with virtualization (VMware/Hyper-V), backup solutions, and scripting/automation (PowerShell, Python).
Education & Experience
- Bachelors degree in Computer Science, Information Systems, or related field OR equivalent hands-on experience.
- 3+ years of progressive IT support experience, with at least 1 year in a Tier 2/3 or senior role.
- Certifications (CompTIA Security+, Microsoft, Cisco, or equivalent) strongly preferred.
Why Join Us
- Be part of a collaborative, client-focused IT team where your expertise makes an immediate impact.
- Work on a variety of systems and projectsnot just tickets.
- Opportunities for professional growth, training, and certifications.
- A supportive culture that values problem solvers and continuous improvement.