The Senior Systems Technician is the top technical escalation point in IT Support. This role owns complex issues, identifies root causes, and implements permanent solutions to prevent repeat problems. The position focuses on reducing escalations to Infrastructure, Network, and Security teams while improving overall system reliability and support team capability. In this role, you may be required to travel up to 15%.
Responsibilities:
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Serve as the senior escalation point responsible for resolving complex, high-impact technical issues across systems and technologies.
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Own escalated issues end-to-end, performing root cause analysis and driving permanent solutions to eliminate recurring problems and reduce future incidents.
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Perform training/mentoring duties to ensure other systems technicians are proficient in assigned duties.
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Provide effective oral and written communication to users leveraging approved documentation.
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Troubleshoot and resolve advanced networking issues and complex hardware problems across a wide range of devices and environments.
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Act as a technical lead during major incidents, collaborating with cross-functional teams to drive resolution, support analysis, and contribute to long-term improvements and projects.
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Implement and manage advanced configurations across Microsoft 365 and Windows using scripting and approved changes to resolve complex issues and prevent escalation.
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Perform other duties as assigned such as assisting other members within the IT department.
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Coordinate recycling of equipment upon end of lifecycle.
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Create and maintain documentation while mentoring team members to strengthen technical skills, reduce escalations, and improve overall support effectiveness.
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Perform regular inventory audits to ensure assets are cataloged correctly and accessible.
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Track the status and condition of all hardware, including repair status and cost analysis to see if repair or replacement is appropriate.
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Identify opportunities and put forward ideas to support cost-effectiveness.
Preferred Qualifications:
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Relevant certifications, such as: Microsoft Azure Administrator Associate; CompTIA Network+, Security+, or Server+; Cisco CCNA; ITIL Foundation
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Experience supporting enterprise-scale or distributed environments.
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Exposure to ITSM practices such as Problem Management and Major Incident Management.
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5+ years of IT support experience, with demonstrated responsibility for advanced, Tier 3–level issues.
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Demonstrated expertise in Windows, Microsoft 365, networking, and scripting, with strong problem-solving, documentation, and communication skills, and the ability to independently analyze issues and implement effective, long-term solutions.
Physical Demands and Working Environment:
The conditions herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.
Environment: Work is performed mainly in an indoor and outdoor setting with exposure to all types of weather and temperature conditions, and travel from site to site.
Physical: Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull light to moderate amounts of weight; to operate equipment requiring repetitive hand movement and fine coordination; to travel to other locations using various modes of private and commercial transportation; and to verbally communicate to exchange information.
Vision: See in the normal visual range with or without correction.
Hearing: Hear in the normal audio range with or without correction.
EOE - Vets/Disabilities
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