Sr. IT Support Technician

Position Overview

As a Sr. IT Support Technician at Irwin, you will take a leadership position in troubleshooting complex issues, optimizing IT processes, and ensuring the reliability of enterprise-wide hardware, software, and network infrastructure. In this high visibility role, you will be instrumental in driving collaboration and prioritizing customer service, building confidence with our business partners to keep our business running smoothly. With a proactive approach to IT service management, you will contribute to system improvements, security initiatives, and the development of best practices while supporting a growing and dynamic organization.

Responsibilities

Advanced Technical Support & Troubleshooting

• Serve as the escalation point for complex hardware, software, and network-related technical issues, resolving problems efficiently.
• Diagnose and resolve advanced system failures, network connectivity problems, and application errors.
• Proactively identify recurring issues, conduct root cause analysis, and implement long-term solutions to minimize downtime.
• Monitor IT system performance, identifying and resolving bottlenecks to improve overall efficiency.

System Administration & Security

• Manage and administer IT infrastructure, including Active Directory, Group Policy, and user account provisioning.
• Oversee enterprise software licensing, patch management, and system updates to ensure security and compliance.
• Collaborate with colleagues within our technology team to enforce IT security policies, manage endpoint protection, and mitigate vulnerabilities.
• Support network troubleshooting, including firewall configurations, VPN connectivity, and wireless infrastructure.
• Assist in disaster recovery planning and execution, ensuring data integrity and business continuity.

Hardware & Software Management

• Oversee the procurement, configuration, and deployment of IT equipment, including laptops, desktops, mobile devices, and peripherals.
• Develop and maintain hardware lifecycle management strategies to optimize asset utilization.
• Lead deployment and maintenance of enterprise applications, ensuring smooth integration and system functionality.

IT Process Optimization & Project Support

• Identify opportunities for IT automation and efficiency improvements, recommending and implementing enhancements.
• Participate in cross-functional IT projects, contributing expertise to system upgrades, migrations, and new technology rollouts.
• Develop and document standard operating procedures (SOPs), technical guides, and IT best practices.

Mentorship & Training

• Mentor and support IT technicians, providing guidance, technical training, and professional development.
• Lead knowledge-sharing sessions and train employees on IT systems, security best practices, and troubleshooting techniques.
• Act as a liaison between IT support and other departments, ensuring seamless communication and alignment with business needs.

Service Management & Leadership

• Monitor, prioritize, and manage IT service tickets, ensuring resolution within established service level agreements (SLAs).
• Provide reporting and analysis on IT support trends, identifying areas for improvement and efficiency gains.
• Maintain a customer-first mindset, ensuring high levels of user satisfaction and proactive support.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).
• 6 years of hands-on experience in IT support, including hardware, software, and network troubleshooting.
• Experience leading or mentoring junior IT staff in a professional setting.
• Expert-level troubleshooting for Windows and MacOS environments, including system imaging and configuration.
• Strong knowledge of Active Directory administration, Group Policy, and user access management.
• Experience with enterprise networking, including DHCP, DNS, VPN, and firewall configurations.
• Familiarity with cloud-based solutions (Azure, Office 365, Google Workspace, etc.) and identity management tools.
• Knowledge of cybersecurity principles, endpoint protection, and compliance best practices.
• Strong communication and customer service skills, with the ability to explain technical issues to non-technical users.
• Excellent problem-solving and analytical skills, with a proactive approach to issue resolution.
• Ability to manage multiple priorities and projects, ensuring timely completion and alignment with business goals.
• Collaborative team player, working effectively across departments and within IT leadership.

Why Irwin?

Founded in 1907, Irwin Seating is a fourth-generation, family-owned company with locations in Grand Rapids, Michigan and Altamont, Illinois. We bring people together to learn, create, and share meaningful experiences both within our teams and in the spaces we design. You’ll be part of a people-first team that believes in collaboration, growth, and doing the right thing. Here, you can build a career you love while growing alongside a company that feels like family.

Compensation: The base salary range for this full-time position is $63,000 - $73,000. Within this range, individual pay is determined based on several factors, including but not limited to: relevant work experience, job-related knowledge, skills, and complexity of the role.

FLSA Status: Exempt