What are the responsibilities and job description for the Senior IT Support Technician position at HRM ENTERPRISES, INC?
IT Department
Senior IT Support Technician
HRM Enterprises · Corporate
Full-TimeSundays OffIT · Tier 2 & Leadership
Department
Information Technology
Position Type
Full-Time
Reports To
IT Manager
Sundays
Always Off
Position Overview
The Senior IT Support Technician is an experienced member of the IT team who resolves escalated technical issues, supports Microsoft 365 administration across the organization, and mentors IT Support Technicians. This role combines hands-on technical troubleshooting with team leadership — serving as the primary point of escalation and a key resource for the broader IT support function.
If you thrive on solving complex problems, enjoy helping others grow, and want to be part of a team that keeps a growing multi-location company running, this role is built for you.
Key Responsibilities
Help Desk & Escalation
Prioritize and resolve escalated or complex help desk tickets beyond Tier 1 scope; serve as the team's primary point of escalation.
Team Mentorship
Coach, train, and review the work of IT Support Technicians; support onboarding of new team members and strengthen overall team capability.
Microsoft 365 Administration
Support M365 administration including user and license provisioning, Exchange Online, Teams, SharePoint, and security and compliance settings.
Equipment Procurement & Deployment
Procure IT equipment; image and build systems for deployment to end users across the organization.
Hardware & Software Support
Diagnose and resolve advanced hardware and software issues; evaluate and recommend new tools and approved applications.
Network Support
Troubleshoot connectivity issues beyond basic cabling; coordinate with network and infrastructure resources on more complex issues.
IT Projects & System Rollouts
Lead planning and execution of system deployments and assigned IT projects; serve as the primary IT point of contact for cross-departmental initiatives.
Cybersecurity & Compliance
Enforce cybersecurity best practices and PCI compliance; assist with security monitoring and incident response.
Video Surveillance
Review footage, research incidents, and export video files for internal use or law enforcement as needed.
Required Qualifications
Proven experience as an IT Support Technician or similar role, with prior experience mentoring or informally leading other technicians
Experience supporting Microsoft 365 administration — Exchange Online, Teams, SharePoint, and Security & Compliance Center
Experience with equipment procurement, imaging, and system build and deployment processes
Strong understanding of hardware, software, and network troubleshooting, including escalated or non-routine issues
Proficiency with Windows operating systems and Microsoft applications
Excellent analytical, communication, and interpersonal skills — including the ability to explain technical concepts clearly to non-technical staff
Self-motivated, able to work independently, prioritize across a team's workload, and manage multiple projects simultaneously
Must be available to work on Saturdays as needed
Education & Certifications
Education
Associate degree in IT, Computer Science, Network Administration, or related field preferred
CompTIA
A , Network , or Security certification preferred
Microsoft
MS-102: Microsoft 365 Certified Administrator Expert or equivalent preferred
An equivalent combination of education, training, and hands-on experience may substitute for formal degree or certification requirements. We value demonstrated ability.
What We Offer
Sundays Off
Every Sunday, guaranteed — time to recharge and be with the people who matter most.
Medical, Dental & Vision
Comprehensive health coverage for you and your family.
401(k) with Company Match
Retirement savings plan with matching contributions to help secure your financial future.
Paid Time Off
Vacation and PTO to rest, recharge, and take care of what matters.
Team Member Discounts
Exclusive discounts on Hartville Hardware products and services.
Wellness Programs
Programs designed to support your overall health and well-being.
Professional Development
Ongoing opportunities to grow your skills, earn certifications, and advance your career.
Team Events
A team that works hard and celebrates together.
About HRM Enterprises
HRM Enterprises is a locally owned and operated family of companies with over 82 years of industry experience. Our brands — including Hartville Hardware, Top Advantage Surfaces, and Hartville Contractors Supply — serve customers across Ohio and beyond. We are a team built on trust, integrity, and a genuine commitment to the people who work here.
Many of our team members have built long careers with us, some spanning more than 40 years. When you join HRM, you join a company that invests in its people and believes that a great team is the foundation of everything we do.
Pre-Employment Screening
All offers of employment are contingent upon the successful completion of a background check and drug screening.
Salary.com Estimation for Senior IT Support Technician in Hartville, OH
$70,343 to $98,680
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