Senior IT Support Technician

Position Summary

The Senior IT Support Technician provides advanced technical support to internal customers for computer systems, mobile devices, software applications, and multimedia technologies. This role is responsible for troubleshooting complex technical issues, administering corporate end-user systems, supporting CAD platforms, and developing automated solutions to improve IT service delivery. The position also serves as a mentor to support technicians and plays a key role in maintaining operational excellence across the organization.

What You’ll Do

End User & Technical Support

• Analyze, diagnose, and resolve complex issues involving workstation hardware, operating systems, business applications, and networked peripherals.
• Provide advanced troubleshooting for networked hardware and software products across multiple company platforms.
• Document incidents, resolutions, and asset management activities within the corporate helpdesk system.
• Ensure timely resolution of service tickets in alignment with departmental service level expectations.

Systems Administration & Upgrades

• Support hardware and software upgrades, system implementations, and technology rollouts.
• Maintain and administer the corporate mobile device and cellular account, including device provisioning, upgrades, and service plan management.
• Support and maintain software management systems including deployment and patch management platforms (e.g., SCCM or similar tools).
• Maintain and troubleshoot all corporate CAD software packages.

Multimedia & Collaboration Technology

• Support, maintain, upgrade, and troubleshoot multimedia systems including projectors, video displays, video conferencing systems, and interactive whiteboards.
• Provide on-site and remote support for conference room technologies and executive presentations as needed.

Automation & Continuous Improvement

• Develop and implement automated technology solutions using scripting tools such as PowerShell.
• Identify process improvement opportunities to enhance efficiency and reduce recurring technical issues.
• Analyze support data trends to recommend proactive solutions.

Training & Leadership

• Develop and deliver end-user training materials and sessions as required.
• Mentor junior support technicians and provide technical guidance.
• Collaborate with IT team members to ensure consistent service standards and knowledge sharing.

What You Bring

• Associate’s degree in a computer-related field required; Bachelor’s degree preferred.

• Minimum 4 years of experience as a computer or network technician, or equivalent combination of education and experience.
• Advanced knowledge of:
  • PC repair and configuration
  • Microsoft Windows operating systems
  • Microsoft Office applications
  • Software deployment tools (SCCM or similar platforms)
• Intermediate knowledge of:
  • TCP/IP networking concepts
  • Windows networking and security
• Strong analytical and problem-solving abilities.
• Advanced written and verbal communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong customer service orientation.
• Ability to work independently and collaboratively within a team.