Senior IT Support Technician

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Are you an IT Support Field Tech with level 3 experience seeking your next opportunity in NC? We have a contract to hire opening in Statesville who will provide onsite and remote technical hardware/software support for client computers, technical servers, notebooks and tech insight and options to the C suite.

This six month contract with the potential to go permanent is on site with free parking and business casual dress code with jeans allowed.

Contract Duration: 6 months

Required Skills & Experience

• Associate degree in Computer Science or related field required; Bachelor's degree preferred.
• 10 years of hands-on technical support experience.
• Active Directory
• C Suite interaction and knowledge sharing
• Strong proficiency with Office 365 and Windows 11 Operating System.
• Working knowledge of TCP/IP, DNS, DHCP, and network configurations.
• Skilled in diagnosing and repairing PC, notebook, and peripheral hardware.
• Experience with backup software, remote desktop tools, and endpoint management.
• Basic scripting (e.g., PowerShell) preferred.
• Familiarity with relevant business applications including Revit, Aptean Made2Manage, and Microsoft Dynamics 365 is strongly preferred.
• Communication & Organizational Skills
• Capable of resolving both first- and second-level technical issues independently
• Ability to handle a fast-paced and dynamic work environment with changing priorities and responsibilities.
  
  

Desired Skills & Experience

• Experience in a manufacturing environment is a plus.
• Prior Tier II/III or senior-level support experience preferred.
• Microsoft MCP or equivalent certification preferred.
• Dell, MAC, iOS, ServiceNow
  
  

What You Will Be Doing

Daily Responsibilities

• Monitor the ticket flow for the supported business unit and resolve or escalate urgent tickets and those at risk of missing their SLA.
• Serve as a liaison between business unit leadership and the IT department, keeping the business unit advised of IT projects serving or impacting them as well as keeping IT advised of business unit projects requiring IT support.
• Act as a technology advisor to business unit leadership, providing guidance on leveraging technology - including artificial intelligence - to achieve business objectives, improve operational efficiency, and drive innovation. This includes evaluating technologies, recommending solutions, and ensuring alignment with the overall business strategy.
• Partner with the business unit to understand core business processes and the systems supporting them.
• Handle escalated customer requests and implement corrective actions.
• Collaborate with peers and management on infrastructure improvements and IT initiatives
• Utilize ticketing/work order platforms (e.g., ServiceNow) to log, track, and resolve service requests
• Keep work orders up to date and ensure proper documentation of all activities
• Ensure systems adhere to company IT standards, policies, and security protocols
• Ensure systems adhere to IT security policies and corporate standards
• Effectively communicate system issues, updates, and assigned project progress
• Provide second-level support for resolving advanced technical issues, both remotely and on-site
• Respond to incidents in accordance with Service Level Agreements (SLAs)
• Set up, configure, and administer desktops, laptops and other devices
• Ensure hardware and software systems are installed to company standards and operational requirements.