Job Summary
We are seeking a skilled and motivated IT Senior Technician to join our dynamic team. The ideal candidate will possess a strong customer service and technical background, as well as, the ability to provide advanced troubleshooting and resolution for a wide range of IT issues. As an IT Senior Technician, you will be responsible for hardware and software installations, configurations, and on-site support for critical issues, ensuring compliance with ITIL standards. You will play a key role in deploying, configuring, and updating software applications across multiple devices, including Apple and PC, while also mentoring and supporting junior technicians.
This role requires a proactive individual who can assist with incident and request management in a friendly and patient manner, participate in the development of maturity practices, and develop technical documentation. You will also conduct technical training sessions and support system administrators in managing, user accounts, and security policies. Your ability to, effectively interact with non-technical End Users, document technical procedures, configurations, and troubleshooting steps, as well as generate reports on device deployment, refresh cycles, and support activities, will be crucial to your success in this position.
Additionally, you will be involved in testing and evaluating new hardware/software, participating in disaster recovery planning, and contributing to service catalog maintenance. SWARM duties (which include desk side support assistance and over the phone Helpdesk assistance) and managing relationships with hardware and software vendors to ensure timely support and procurement will also be part of your responsibilities.
Please note that after-hours on-call duties are mandatory, requiring one week of on-call support on a rotating basis.
If you are a highly organized and a customer service-oriented professional with a passion for IT and a commitment to excellence, we encourage you to apply.
Essential Duties and Responsibilities
The following duties and responsibilities are illustrative of the primary functions of this position and are not intended to be all inclusive.
- Serve as the senior technical escalation point for complex incidents and service requests escalated from lower level technician staff
- Lead resolution efforts for high-priority or multi-system incidents, coordinating with other technicians and IT teams as needed
- Perform expert-level troubleshooting across hardware, software, networking, endpoint management, and application platforms
- Design and maintain advanced troubleshooting workflows and decision trees for recurring complex issues
- Serve as a subject matter expert in at least one designated technology domain such as endpoint management, MDM, Microsoft 365, or identity and access management
- Assist with the evaluation, piloting, and rollout of new hardware and software tools in coordination with Analysts and IT management
- Participate in change management processes, providing service desk impact assessments for proposed changes
- Develop, enhance, and maintain Standard Operating Procedures, knowledge base frameworks, and technical runbooks assuring the team has a reliable set of instructions to work from
- Lead knowledge base audits and coordinate structured documentation reviews with technician staff
- Assist IT Analysts with infrastructure-adjacent tasks such as Active Directory administration, Group Policy review, and endpoint security policy validation
- Coordinate asset lifecycle management activities including refresh planning, disposal scheduling, and inventory audits
- Fulfill on-call duty rotation, serving as a senior on-call resource for after-hours critical incidents
- Document all after-hours incidents and resolutions in the ticketing system upon response
- Provide training for lower level technical staff when opportunities present through escalation or in collaboration with the Manager and Supervisor
- Assist the Service Desk Supervisor with workload observations and coverage gap identification
- Participate in continuous improvement initiatives and provide detailed feedback on process and tool improvements
- During major incidents, serve as a technical lead for assigned workstreams, provide real-time technical updates to the Service Desk Supervisor or Manager, and assist with coordination of technician tasks as directed
- Work at remote sites on a scheduled rotation basis to help build business relationships
- Work on a designated city campus site full time
Management Responsibilities
No