Senior Technician, IT Infrastructure

Why Ryan Competitive Compensation and Benefits Home Office Stipend Business Connectivity Reimbursement (Phone / Internet) Gym Membership or Equipment Reimbursement Linked In Learning Subscription Flexible Work Environment Tuition Reimbursement After One Year of Service Accelerated Career Path Award-Winning Culture & Community Outreach

The Senior Technician is a cornerstone within Ryans Information Technology (IT) team adept in Desktop Administration with a broad skill set in IT infrastructure including Networks Servers and Telecommunications. Tasked with maintaining optimal systems and site performance and security this role blends hands‑on technical work with strategic project management and vendor collaboration. Emphasizing a proactive approach the Senior Technician ensures robust secure IT operations supporting both daily needs and long‑term initiatives.

• Foster a culture of collaboration and continuous improvement within the IT team.
• Act as a senior escalation point for complex technical issues and provide guidance to the Service Desk team.
• Lead communication and project coordination with business units representing IT infrastructure services across the organization.
• Manage vendor relationships to enhance service delivery and optimize performance.
• Oversee multiple projects demonstrating strong time management and leadership skills.
• Partner with IT management to improve service delivery methods and procedures.
• Support continuous cross‑training within the Desktop Administration Team.
• Participate in on‑call rotations for critical support outside normal business hours.

• Act as the primary point of contact for IT infrastructure support at designated locations ensuring the reliability and performance of desktop and broader IT systems through strategic and hands‑on support.
• Deliver tier 3 support for the Service Desk on desktop issues and provide tier 1–2 support for network server and telecommunications queries showcasing a deep understanding of the IT infrastructure spectrum.
• Responsively address service desk requests via various channels ensuring all tickets are resolved efficiently and in alignment with firm SLAs and Best Practice guidelines to exceed client expectations.
• Forge strong collaborative relationships with business units and vendors serving as a critical liaison to translate requirements into IT solutions address challenges and align infrastructure developments with business goals.
• Manage the coordination movement and reconnection of IT infrastructure equipment ensuring smooth transitions and minimal disruption to operations.
• Offer direct assistance to users addressing queries and problems with a focus on service excellence and user satisfaction ensuring that IT supports business productivity and growth.

• Lead strategic IT infrastructure projects beyond desktop technology contributing to the design and deployment of scalable secure solutions.
• Develop and uphold IT standards policies and procedures.
• Optimize vendor management for value and performance.
• Stay current with emerging technologies and recommend relevant innovations.
• Provide advanced troubleshooting and maintenance across IT infrastructure components.
• Promote operational excellence through ITIL frameworks and best practices.
• Conduct audits and performance analyses to optimize systems.
• Manage resource allocation and capacity planning to support future business needs.

• Bachelors degree in a relevant technology field or equivalent experience and knowledge of computer / network principles is required.
• More than 7 years of IT Infrastructure Support experience in medium to large multi‑location companies managing desktops, servers, networks and telephony.
• Proven ability to provide tier 1–3 desktop support in a 5000 user corporate computing environment that consists of Windows 10/11 and Mac clients.
• Proficiency in using industry‑standard Mobile Device Management (MDM) solutions such as JAMF Pro and Intune to manage a variety of devices ensuring secure and efficient operations across the organization.
• Must have a solid foundation in network server and…