Senior IT Systems Technician

Responsibilities

• Serve as the senior escalation point responsible for resolving complex, high-impact technical issues across systems and technologies.
• Own escalated issues end-to-end, performing root cause analysis and driving permanent solutions to eliminate recurring problems and reduce future incidents.
• Provide effective oral and written communication to users leveraging approved documentation.
• Troubleshoot and resolve advanced networking issues and complex hardware problems across a wide range of devices and environments.
• Act as a technical lead during major incidents, collaborating with cross-functional teams to drive resolution, support analysis, and contribute to long-term improvements and projects.
• Implement and manage advanced configurations across Microsoft 365 and Windows using scripting and approved changes to resolve complex issues and prevent escalation.
• Coordinate recycling of equipment upon end of lifecycle.
• Create and maintain documentation while mentoring team members to strengthen technical skills, reduce escalations, and improve overall support effectiveness.
• Identify opportunities and put forward ideas to support cost-effectiveness.

Requirements

• Relevant certifications, such as: Microsoft Azure Administrator Associate; CompTIA Network+, Security+, or Server+; Cisco CCNA; ITIL Foundation.
• Experience supporting enterprise-scale or distributed environments.
• Exposure to ITSM practices such as Problem Management and Major Incident Management.
• 5+ years of IT support experience, with demonstrated responsibility for advanced, Tier 3–level issues.
• Demonstrated expertise in Windows, Microsoft 365, networking, and scripting, with strong problem-solving, documentation, and communication skills, and the ability to independently analyze issues and implement effective, long-term solutions.

Qualifications

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions. Environment: Work is performed mainly in an indoor and outdoor setting with exposure to all types of weather and temperature conditions, and travel from site to site. Physical: Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull light to moderate amounts of weight; to operate equipment requiring repetitive hand movement and fine coordination; to travel to other locations using various modes of private and commercial transportation; and to verbally communicate to exchange information. Vision: See in the normal visual range with or without correction. Hearing: Hear in the normal audio range with or without correction.