IT Support Tech, Principal

We're currently seeking a IT Support Tech, Principal to join our Headquarters team!The IT Support Technician, Principal serves as a strategic and technical authority within the IT support team, responsible for designing solutions, leading high-impact initiatives, and ensuring operational excellence across the organization. This role functions as a subject matter expert and mentor, driving best practices in troubleshooting, infrastructure scalability, and service delivery. With a deep understanding of enterprise systems, the Principal Technician partners with leadership to shape IT support standards and integrate new technologies that enhance performance and efficiency.What You Will Do:Strategic Technical Leadership:

Provide Tier 4, expert-level support and consultation for complex IT infrastructure challengesLead architectural discussions and recommend long-term support strategies and toolsServe as final escalation point for technical issues across software, hardware, and networking domains

Process Optimization & Standards:

Define and document IT support protocols, tools, and escalation pathsEvaluate support metrics and lead efforts to improve SLA performanceCollaborate with other departments to align IT services with organizational goals

Mentorship & Team Development:

Mentor and train junior and senior technicians in technical troubleshooting and customer serviceDeliver workshops, onboarding support, and technical leadership within cross-functional projectsFoster a culture of accountability, learning, and continuous improvement

Field Support & Project Work:

Define and document IT support protocols, tools, and escalation pathsEvaluate support metrics and lead efforts to improve SLA performanceCollaborate with other departments to align IT services with organizational goals

Note: The job duties above provide a general sense of the role; though, additional duties may be assigned as necessary.How You Will Shine:Education:

High school diploma or GED requiredBachelor's degree or higher in IT or a related field preferred

Experience:

Minimum 8+ years of progressive experience in IT support or technical operationsDemonstrated success in leading cross-functional technical projectsExperience supporting enterprise-level infrastructure

Licenses/Certifications:

Advanced certifications such as CompTIA Security+, Cisco CCNA, Microsoft Certified Systems Engineer (MCSE), or equivalent

Knowledge, Skills, & Abilities:

Mastery of IT systems, including endpoint management, security protocols, and infrastructure supportStrong analytical and decision-making skills for complex technical environmentsClear communication across technical and executive audiencesLeadership capabilities with proven mentorship track recordExpertise in incident, change, and problem management frameworksCommitment to innovation and continuous improvement