Job Overview
This role requires a dynamic and results-driven Senior IT Technician to provide technical assistance in a service desk environment. This role serves as the primary point of contact for technical support services, addressing user inquiries and resolving technology-related issues.
The Senior IT Technician will support hardware, software, network infrastructure, user account management, cybersecurity initiatives, and overall IT operations to ensure optimal system performance and user productivity.
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Essential Job Functions & Key Responsibilities
Technical Support & Troubleshooting
· Provide onsite and remote technical support for desktops, laptops, printers, mobile devices, and peripherals.
· Diagnose and resolve hardware, software, connectivity, and system-related issues in a timely manner.
· Respond to service desk tickets, prioritize requests, and maintain accurate documentation of incidents and resolutions.
· Install, configure, test, and maintain computer systems, operating systems, and business applications.
· Support Microsoft Windows environments, Microsoft 365 applications, and related enterprise technologies.
· Escalate unresolved technical issues to senior IT staff or vendors when necessary.
Network & Systems Administration
· Assist in maintaining network infrastructure including switches, routers, wireless access points, and firewalls.
· Monitor system performance and ensure availability, reliability, and security of IT systems.
· Perform routine system maintenance, updates, patches, and backups.
· Support VPN connectivity, LAN/WAN environments, and remote access technologies.
· Assist with user account creation, permissions management, password resets, and access control administration.
Cybersecurity & Compliance
· Follow established IT security policies and procedures to protect company systems and data.
· Assist with endpoint protection, antivirus management, and cybersecurity best practices.
· Identify and report potential security vulnerabilities or suspicious activity.
· Support data backup and disaster recovery procedures.
Documentation & Process Improvement
· Maintain accurate IT inventory records, asset tracking, and system documentation.
· Develop and update technical documentation, troubleshooting guides, and knowledge base articles.
· Recommend process improvements to enhance IT support efficiency and user experience.
· Assist with IT-related projects, upgrades, implementations, and equipment deployments.
Skills, Qualifications & Experience
· 5+ years of experience in IT support, help desk, or technical support roles
· Strong knowledge of computer hardware, software, and operating systems
· Experience supporting Microsoft Windows, Microsoft 365, and Active Directory environments
· Proficiency in troubleshooting hardware, software, printer, and network connectivity issues
· Working knowledge of networking concepts including TCP/IP, DNS, DHCP, VPNs, LANs, and WANs
· Experience configuring and supporting routers, switches, and wireless networks
· Understanding of cybersecurity principles, endpoint security, and access management
· Experience with virtualization technologies such as VMware
· Knowledge of cloud platforms such as Microsoft Azure or AWS preferred
· Strong analytical, troubleshooting, and problem-solving skills
· Excellent written and verbal communication skills
· Strong customer service orientation with the ability to explain technical concepts to non-technical users
· Ability to manage multiple priorities in a fast-paced environment
· Experience using ticketing systems and documenting technical support activities
· Ability to lift and move IT equipment as needed
· Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field preferred
· Relevant certifications such as CompTIA A+, Network+, Security+, Microsoft certifications, or similar are preferred
Preferred Qualifications
· Knowledge of cybersecurity frameworks, multi-factor authentication, and endpoint protection tools
· Experience administering Microsoft Azure Active Directory and cloud-based environments
· Familiarity with VoIP phone systems and conferencing technologies
· Experience with backup and disaster recovery solutions
· Ability to support audio/visual equipment for conference rooms and meetings
· Exposure to IT infrastructure projects, system migrations, or hardware refresh initiatives
· Experience working within IT-based service desk environments
· Strong organizational skills with the ability to prioritize competing technical requests
· Demonstrated ability to work independently and collaboratively across departments
· Bilingual communication skills are a plus
Working Conditions and Physical Requirements
· Onsite in Matthews, NC with ability to travel to our other sites as needed (California, Wisconsin, South Carolina)
· Occasionally in locations with large machinery and heavy materials, in varied climatic conditions.
Pay: $75,000.00 - $80,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Retirement plan
- Vision insurance
Application Question(s):
Education:
Work Location: In person
