Sr. IT Technician

Responsibilities

• Serves as an escalation point for complex IT issues, providing advanced troubleshooting and resolution.
• Cross-trains on telephone systems, hardware, and application software within the IT environment.
• Identifies and recommends hardware and software solutions to meet business and user requirements.
• Installs, configures, and maintains hardware, peripheral components, and enterprise software.
• Deploys and manages operating systems, networking components, and enterprise applications.
• Assists in developing, testing, and implementing software applications for business operations.
• Monitors system performance, identifies security risks, and ensures compliance with security best practices.
• Provides technical guidance in analyzing user needs and implementing effective IT solutions.
• Collaborates with IT leadership on infrastructure projects, including system upgrades and cloud migrations.
• Supports IT security initiatives, including user access controls, data protection, and vulnerability assessments.
• Provides phone, in-person, and virtual support to end-users, ensuring a high level of service.
• Coordinates activities with network services, information systems, and cybersecurity teams.
• Maintains documentation of IT systems, processes, and configurations.
• Mentors and supports junior IT technicians, providing training and guidance.
• Manages and assigns IT service tickets, ensuring timely resolution and adherence to SLAs.
• Monitors ticket queues, follows up with responsible teams, and escalates issues as needed to ensure SLA compliance.
• Generates reports on ticket trends, resolution times, and performance metrics to support continuous improvement.
• Performs other duties as assigned.

• Minimum 5 years of knowledge and experience with Windows OS, Servers (hardware, software), Mac OS/iOS/Android OS Support
• Minimum 5 years of working knowledge of Active Directory
• Minimum 5 years of experience with help desk support
• Minimum 5 years of MS Office 365 productivity suite products (Excel, Word, PowerPoint)
• Minimum 5 years of experience with Network Infrastructure
• BS in Information Systems, Computer Science or equivalent experience
• Certifications such as CompTIA A+, Network+, Security+, Microsoft (MCSA, MCSE), or Cisco (CCNA, CCNP) are highly desirable.
• Experience working in an enterprise IT environment with a focus on security and compliance.
• Leadership experience, including mentoring junior IT staff and managing IT projects