Senior Support Operations Technician

Position Overview

This role is a senior member of the ITS Support Operations team that oversees daily operations, supports innovation and process improvements, and ensures high‑quality support for end users including employees, contractors, and other staff members. Success in this role requires strong communication, organization, and leadership skills to deliver operational excellence.

Key Responsibilities

• Oversee daily operations of the service desk activities to ensure effective customer service.
• Diagnose and resolve escalated performance issues on client systems.
• Utilize a ticket‑tracking application and provide metrics to track effectiveness within the service desk area.
• Manage and prioritize tickets and project assignments to provide effective support to clients.
• Perform project‑based work requiring system administration knowledge, including process improvement, feasibility analysis, technical testing, scripting, and software evaluation.
• Remediate client system protection measures to remove malware, spyware, viruses, etc.
• Diagnose and resolve network connectivity issues for client systems using LAN, WLAN, WAN, and WWAN.
• Work with Network Engineer to perform networking equipment upgrades and replacements.
• Install, configure, and troubleshoot user systems (PCs, laptops, multifunction printers, tablets, smartphones, Windows operating systems, and software applications).
• Create and maintain client network accounts, email accounts, security groups, distribution lists, etc.
• Install, configure, and troubleshoot VoIP phones, soft phones, extensions, and voicemail.
• Ensure users’ functional needs are consistent with IT best practices and security standards.
• Manage vendor relationships to drive client satisfaction.
• Provide orientation for new clients and develop training documentation as needed.
• Maintain a high level of adherence to cybersecurity principles, ethical practices, and company policies.
• Travel to remote sites as needed to provide on‑site client support.
• Participate in standby or on‑call rotation to meet deadlines or address emergencies as needed.
• Perform other duties or special projects as required or assigned.

Minimum Qualifications

• Bachelor’s degree and/or 6+ years of relevant professional experience.
• Valid driver’s license.
• Relevant certifications required for the team’s needs or as directed by management.
• Strong communication and leadership skills.
• Demonstrated project management skills.

Compensation

Hourly wage range: $44.52 – $54.42.