Sr Technician, Client Services

Department: Information Technology
Location: 215 Office Building
Employment Type: Full-Time Regular, Non-Exempt
Annual Salary Range: $55,555.00 - $83,334.00
Anticipated Hiring Range: $61,000.00 - $73,000.00 (Salaries are paid biweekly)

About the Role

We are seeking a skilled and motivated IT Senior Technician to join our dynamic team. The ideal candidate will possess a strong customer service and technical background, as well as the ability to provide advanced troubleshooting and resolution for a wide range of IT issues. This role requires a proactive individual who can assist with incident and request management, mentor junior technicians, and ensure compliance with ITIL standards. You will play a key role in deploying, configuring, and updating software applications across multiple devices, including Apple and PC, while also developing technical documentation and conducting training sessions.

After-hours on-call duties are mandatory, requiring one week of on-call support on a rotating basis.

Responsibilities

• Serve as the senior technical escalation point for complex incidents and service requests escalated from lower-level technician staff.
• Lead resolution efforts for high-priority or multi-system incidents, coordinating with other technicians and IT teams as needed.
• Perform expert-level troubleshooting across hardware, software, networking, endpoint management, and application platforms.
• Design and maintain advanced troubleshooting workflows and decision trees for recurring complex issues.
• Serve as a subject matter expert in at least one designated technology domain such as endpoint management, MDM, Microsoft 365, or identity and access management.
• Assist with the evaluation, piloting, and rollout of new hardware and software tools in coordination with Analysts and IT management.
• Participate in change management processes, providing service desk impact assessments for proposed changes.
• Develop, enhance, and maintain Standard Operating Procedures, knowledge base frameworks, and technical runbooks.
• Lead knowledge base audits and coordinate structured documentation reviews with technician staff.
• Assist IT Analysts with infrastructure-adjacent tasks such as Active Directory administration, Group Policy review, and endpoint security policy validation.
• Coordinate asset lifecycle management activities including refresh planning, disposal scheduling, and inventory audits.
• Fulfill on-call duty rotation, serving as a senior on-call resource for after-hours critical incidents.
• Document all after-hours incidents and resolutions in the ticketing system upon response.
• Provide training for lower-level technical staff through escalation or in collaboration with the Manager and Supervisor.
• Assist the Service Desk Supervisor with workload observations and coverage gap identification.
• Participate in continuous improvement initiatives and provide detailed feedback on process and tool improvements.
• During major incidents, serve as a technical lead for assigned workstreams, provide real-time technical updates, and assist with coordination of technician tasks.
• Work at remote sites on a scheduled rotation basis to help build business relationships.
• Work on a designated city campus site full-time.
• Manage relationships with hardware and software vendors to ensure timely support and procurement (SWARM duties).

Requirements

• Four years of related work experience in Information Technology support; or equivalent combination of education and experience.
• Experience with various operating systems, such as Windows, macOS, Android, iOS, etc.
• Strong knowledge of Microsoft Office 365, OneDrive, and other cloud productivity tools.
• Expertise in the use and support of enterprise applications, such as privilege management, mobile device management, IT asset management and reporting, operating system deployment solutions, and other enterprise-class tools.
• Knowledge and experience installing, configuring, and supporting a wide variety of client and server-based applications in a complex multi-user environment.
• Knowledge and experience in working with Active Directory, LDAP, and DNS.
• Knowledgeable and skilled in the use of enterprise ticketing systems.
• Expert skills in troubleshooting hardware components and drivers.
• Demonstrated skills in remote management of systems and ability to provide user support.
• Understanding of networking concepts including switching, subnets, and firewalls.
• Ability to evaluate user needs and determine appropriate applications.
• Ability to effectively function in a fast-paced, mission-critical technology support environment.
• Ability to authoritatively convey training information clearly and effectively.
• Ability to understand, create, and edit technical documents common to this environment.
• Ability to separate complex problems into individual components, systematically eliminating potential causes until a resolution is discovered.
• Ability to establish and maintain positive, effective working relationships with users, co-workers, and vendors.
• Strong ability to communicate effectively and clearly with technical and non-technical users in a way that promotes trust.
• Ability to work effectively and independently at a high level of customer support, with strong organization, attention to detail, and adherence to protocols, confidentiality, and ethical standards.

Qualifications

• College degree or equivalent work experience. Some positions may require functionally related certification or advanced degrees.
• Associates degree in computer information systems, computer science, or related field from an accredited college or university (preferred).
• One or more recognized IT certifications, such as Microsoft MTA, CompTIA A+, Cisco CCENT, or Apple ACMT/ACiT (preferred).
• ITIL certification is a preferred qualification.

Benefits

• Medical, dental, and vision insurance (for self, spouse, domestic partner, children) – eligible on the 1st of the month following date of hire.
• Paid vacation, paid holidays, sick leave, and an additional one-time bank of 40 PTO hours for new, full-time hires.
• Retirement + company contributions – after 6-month probation period and immediate vesting.
• Flexible spending accounts: Medical expenses FSA, dependent FSA, or both.
• Employee Assistance Program: counseling, legal, and financial assistance.
• Life insurance, short-term and long-term disability.
• Wellness program and workout facilities.
• Employee/family onsite health clinic.
• Learning and development opportunities at all levels in the organization with opportunities for career mobility.
• Collaborative work environment.