Senior Information Technology Technician

We are seeking an experienced Senior Level IT Technician to support our clients' on-premise and cloud-based systems, including servers, applications, and desktops. The Senior Level IT Technician will manage multiple projects and will provide client-focused service while also participating in the supervision of daily IT operations. Additionally, the Senior Level IT Technician will be responsible for development and implementation of cost-effective IT systems and efficient computer operations to meet the needs of the organization and its many clients.

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Responsibilities and Duties

  • Participate in the design, development, and maintenance of technology, systems, programs, and systems software to meet both the company and the client’s needs.
  • Design, develop and provide technical service offerings to support strategic initiatives.
  • Interact with client services staff between product management, development, sales and support for technical solutions.
  • Perform site surveys and needs analysis and develop requirements documentation that meet customer needs.
  • Collaborate with project managers to develop project plans, status communications and management of technology projects.
  • Provides technical assistance to staff members, as well as clients and their end users seeking software and hardware support.
  • Perform regular system maintenance and fulfill service agreements for clients.
  • Respond to support tickets including emergency support as well as on-call nights and weekends.
  • Update tickets with reliable, detailed case notes, and communicate with supervisor to ensure client satisfaction.
  • Provide weekly activity and status reports


Qualifications and Skills

  • Minimum of 5 years providing technical support. Preferably providing support for multiple clients in an MSP environment.
  • Demonstrated expertise in supporting customers with between 5 and 200 users in the cloud, on premise, and Hybrid Microsoft environments including Office 365, Azure, Exchange, Active Directory, and Virtualization using MS Hyper V.
  • Experience supporting and migrating legacy Microsoft environments including Server 2008, 2012, and all SBS versions.
  • Experience independently installing, upgrading, and maintaining computer networks including server/host hardware and software and network cabling.
  • Experience independently evaluating and resolving on premise and cloud based computer, server, system, and user problems including compatibility conflicts, application operations, hardware malfunctions, and telecommunications problems.
  • Experience independently evaluating and defining customer/system needs and recommending and implementing new IT solutions.

Knowledge, Skills, and Abilities Requirements

  • Technical aptitude and the desire to learn new technologies
  • Demonstrated experience providing technical support/ assistance to end users.
  • Working knowledge of office equipment, including computers, phone systems, and printers
  • Excellent customer service skills
  • Excellent time management and organizational skills, with the ability to prioritize tasks and work independently with minimum direction
  • Proficiency in daily use of Microsoft Office software (Outlook, Excel, Word, Teams) for sending and receiving email, posting information to databases or spreadsheets, and performing basic data entry
  • Strong interpersonal and communication skills, and the ability to work effectively with a wide range of constituencies in a diverse community
  • Ability to understand written and verbal communications, including the ability to read, comprehend, follow, and enforce safety procedures
  • Attention to detail and problem-solving skills
  • Ability to operate a vehicle in a safe manner

Physical and Mental Requirements

  • Ability to sit, stand, walk, talk, hear, climb, balance, stoop, kneel, crouch, crawl, reach, push, pull, lift, use fingers, grasp, feel, shovel, and perform repetitive motions with hands and/or wrists
  • Ability to exert up to 25 pounds of force occasionally, and/or up to 10 pounds of force to regularly move objects
  • Minimum mental and visual attention required for performing highly routine, simple work such as cleaning, using hand-held tools, and operating simple controls

Special Requirements

  • Regular, physical, on-site attendance is required

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