Information Systems Senior Support Technician

Stellar • Jacksonville, FL

2d

About The Position

The Information Systems Senior Support Technician provides advanced technical support across hardware, software, mobile devices, peripherals, Microsoft 365, and networks. The role diagnoses complex issues, identifies root causes, manages critical escalations, and installs, configures, maintains, and secures supported systems and devices. It also maintains accurate documentation, inventory records, and procedures; leads complex initiatives; and supports strategic planning and long-term support efforts.

The position builds customer relationships, communicates across organizational levels, trains users, mentors technicians, delegates work, and provides technical oversight. The technician identifies support trends, improves processes, evaluates emerging technologies, and recommends improvements. The role requires sound judgment, accountability, discretion, and the ability to work effectively under pressure and resolve conflict constructively. Travel on short notice may be required for urgent business needs, meetings, training, and events.

Stellar is a fully integrated firm headquartered in Jacksonville, Florida, with more than 30 years of experience in design, construction, architecture, engineering, and mechanical services worldwide.

Requirements

• Advanced troubleshooting across hardware, software, mobile devices, peripherals, and networks.
• Strong knowledge of Windows, Microsoft 365, mobile platforms, ticketing systems, and remote-support tools.
• Advanced technical knowledge of Active Directory, Group Policy Objects (GPOs), and hybrid identity.
• Strong knowledge of Microsoft Intune, application packaging, enterprise software deployment, and endpoint patch management.
• Advanced knowledge of enterprise network protocols, DNS, and DHCP.
• Knowledge of mapped drives and NTFS permissions.
• Strong ability to develop, maintain, and troubleshoot PowerShell and batch scripts for software deployment, system configuration, and routine support automation.
• Excellent communication, customer service, and relationship-building skills.
• Strong analytical judgment, problem-solving, and decision-making skills.
• Ability to lead complex initiatives, manage priorities, and work independently.
• Adaptability, resilience, accountability, integrity, and discretion.
• Effective conflict resolution, negotiation, and collaboration skills.
• Ability to train, mentor, delegate work, and provide technical oversight.
• Ability to support strategic planning and recommend technology improvements.
• Proficiency in peripheral management and inventory systems.
• Ability to work independently, collaborate as part of a team, and guide less-experienced technicians.
• Bachelor’s degree in information technology or a related field, or equivalent relevant experience.
• At least 5 years of experience in a technical support role, preferably in an information services support environment.
• Demonstrated expertise in independently and effectively troubleshooting and resolving technical issues.
• Extensive experience supporting Microsoft operating systems, Microsoft 365, and related software applications.
• Advanced experience in all Microsoft Admin portals.
• Ability to sit, stand, and walk for long periods; use a computer, phone, printer, scanner, and other office equipment; perform detailed visual work; and lift, carry, and move up to 25 pounds.

Nice To Haves

• Relevant certification such as CompTIA A+, a Microsoft certification, or an equivalent credential.
• Experience with automation platforms.
• Experience supporting Apple and Android mobile operating systems and applications.

Responsibilities

• Deliver advanced technical support across hardware, software, mobile devices, peripherals, Microsoft 365, and networks.
• Diagnose complex issues, identify root causes, and manage critical escalations.
• Install, configure, maintain, and secure supported systems and devices.
• Maintain accurate documentation, inventory records, and procedures.
• Lead complex initiatives, manage priorities and risks, and deliver on commitments.
• Identify trends, improve support processes, and share best practices.
• Build trusted customer relationships and communicate effectively across all levels.
• Train users, mentor technicians, delegate work, and provide technical oversight.
• Evaluate emerging technologies and recommend improvements.
• Support strategic planning and long-term support initiatives.
• Resolve conflict constructively and remain effective under pressure.
• Demonstrate accountability, integrity, discretion, and sound judgment.
• Perform other duties as assigned.
• Travel on short notice for urgent business needs, meetings, training, and events as required.
• Maintain a professional demeanor and appearance during business trips and comply with company travel policies and procedures.

Benefits

• Competitive pay based on experience.
• Remote and hybrid work options for many positions.
• Paid time off accruing 15 days (120 hours) within the first year of service.
• Paid holidays.
• Medical, dental, and vision insurance options.
• Tax-advantaged accounts, including HSA, FSA, and Dependent Care FSA.
• Company-paid life and disability insurance.
• 401(k) with company match and immediate vesting.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior