Senior IT Support Technician

Responsibilities

• Deliver customer-facing Tier 2 IT support for HJF-supported USU centers, serving as the primary escalation point for complex issues; triage, troubleshoot, and resolve incidents/requests while setting clear expectations, providing timely updates, and ensuring an excellent customer experience.
• Lead daily service desk operations by coordinating work across the team, monitoring queues and SLAs, coaching on customer communication and documentation standards, and identifying recurring issues to improve service quality and reduce repeat incidents.
• Support organizational convening by managing conference room and meeting technology (e.g., audio/visual, conferencing platforms, control systems); prepare rooms for events, respond to live support requests, and partner with stakeholders to deliver reliable, user-friendly meeting experiences.
• Partner with Network Infrastructure and Systems Engineering teams to drive resolution of recurring and high-impact incidents; provide clear problem statements, coordinate troubleshooting, communicate progress to customers, and confirm service restoration and user satisfaction.
• Coordinate with technology vendors to procure, repair, and troubleshoot equipment; manage communications, track service/quotes, and ensure timely delivery and quality outcomes that meet customer needs and organizational standards.
• May perform other duties and responsibilities as assigned or directed by the supervisor.

Qualifications

• High School Degree; Vocational or technical training/degree preferred.
• Minimum of 3-5 years' experience required.
• Ability to support MacOS, Windows 11, and Linux in an enterprise environment.
• Ability to support Lab equipment, to include microscopes, label printers, and other scientific lab components.
• Knowledge of RDP, Zoom, Google Workspace, Crestron technologies.
• Knowledge of endpoint lifecycle management.
• SCCM / Active Directory Knowledge.
• Strong customer service experience.