The Senior IT Technician provides advanced technical support and leads troubleshooting efforts for hardware, software, systems, and network issues across the organization. This role resolves complex incidents, oversees device lifecycle processes, supports system maintenance, and contributes to IT projects. Additionally, the Senior IT Technician mentors junior technicians, ensures adherence to IT standards, and helps maintain secure, reliable, and efficient technology operations.
RESPONSIBILITIES
Advanced Technical Support and System Administration
Escalated Incident Resolution: Diagnose and resolve complex, escalated hardware, software, connectivity, and peripheral issues requiring senior-level expertise.
System and Device Administration: Configure, maintain, and optimize desktop/laptop computers, mobile devices, peripherals, and approved business applications.
User Support and Access: Assist employees with advanced access issues, permissions, and system navigation.
Maintenance and Updates: Perform regular patching, imaging, OS updates, and routine equipment health checks.
Network Support: Troubleshoot connectivity issues, assist with basic network configurations, and support Wi-Fi stability.
Operations, Asset and Project Management
Ticket and Incident Management: Manage high-priority support tickets, ensure timely resolution, and maintain detailed documentation.
Asset and Inventory Oversight: Lead hardware inventory tracking, equipment deployment, and full device lifecycle management.
Documentation: Maintain accurate support documentation, standard operating procedures (SOPs), and configuration records.
Project Participation: Support key IT initiatives, including system upgrades, major deployments, and technology rollouts.
Leadership and Collaboration
Mentorship: Train, guide, and mentor junior IT Technician staff, demonstrating technical leadership and promoting best practices.
Perform all other duties as assigned.
REQUIREMENTS
Associates or Bachelors Degree in Information Technology, Computer Science, Information Systems, or a related field.
Equivalent practical experience and relevant technical certifications will also be considered.
4–6 years of experience in IT support, technical assistance, or help desk operations.
Advanced experience troubleshooting Windows and/or macOS environments.
Proven track record resolving complex hardware, software, and network issues.
Direct experience supporting device imaging, deployment, and lifecycle management.
Hands-on experience with ticketing systems (e.g., ServiceNow, Jira, Zendesk).
Experience creating and maintaining technical documentation, support logs, and inventory records.
Demonstrated ability collaborating with IT engineers, system administrators, and business teams.
Advanced Troubleshooting: Ability to independently diagnose and resolve multi-layer IT issues.
Customer Service and Communication: Strong interpersonal skills with a focus on clear end-user assistance.
Hardware and Software Expertise: Deep understanding of operating systems, hardware components, and business applications.
Time Management: Skilled at prioritizing and managing multiple high-priority tickets and projects concurrently.
Leadership and Mentorship: Natural ability to guide junior technicians and foster team development.
Collaboration: Ability to work effectively with cross-functional IT teams, external vendors, and business stakeholders.
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Numbers & Facts
Location
Pheonix, AZ
Skills
Asset Managementunmatched
Atlassian JIRAunmatched
Best Practicesunmatched
Business Solutionsunmatched
Computer Scienceunmatched
Cross-Functionalunmatched
Customer Support/Serviceunmatched
Desktop PCunmatched
Documentationunmatched
Documentation Standardsunmatched
Establish Prioritiesunmatched
Hardware Componentsunmatched
Help Deskunmatched
Identify Issuesunmatched
Incident Managementunmatched
Information Technology & Information Systemsunmatched
Interpersonal Skillsunmatched
Inventory Reportsunmatched
Laptop PCunmatched
Leadershipunmatched
Mac Operating Systemunmatched
Maintain Complianceunmatched
Mentoringunmatched
Microsoft Windows System Administrationunmatched
Mobile Devicesunmatched
Network Configuration Managementunmatched
Network Supportunmatched
Operating Systemsunmatched
Peripheral Hardwareunmatched
Project/Program Managementunmatched
ServiceNowunmatched
Software Patchesunmatched
Standard Operating Procedures (SOP)unmatched
Support Documentationunmatched
Systems Administration/Managementunmatched
Systems Maintenanceunmatched
Team Buildingunmatched
Team Playerunmatched
Technical Leadershipunmatched
Technical Operationsunmatched
Technical Supportunmatched
Technical Writingunmatched
Time Managementunmatched
Wi-Fiunmatched
ZenDeskunmatched
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