IT Support Tech, Principal
About The Position
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.
Requirements
- High school diploma or GED required
- Minimum 8+ years of progressive experience in IT support or technical operations
- Demonstrated success in leading cross-functional technical projects
- Experience supporting enterprise-level infrastructure
- Advanced certifications such as CompTIA Security+, Cisco CCNA, Microsoft Certified Systems Engineer (MCSE), or equivalent
- Mastery of IT systems, including endpoint management, security protocols, and infrastructure support
- Strong analytical and decision-making skills for complex technical environments
- Clear communication across technical and executive audiences
- Leadership capabilities with proven mentorship track record
- Expertise in incident, change, and problem management frameworks
- Commitment to innovation and continuous improvement
Nice To Haves
- Bachelor's degree or higher in IT or a related field preferred
Responsibilities
- Provide Tier 4, expert-level support and consultation for complex IT infrastructure challenges
- Lead architectural discussions and recommend long-term support strategies and tools
- Serve as final escalation point for technical issues across software, hardware, and networking domains
- Define and document IT support protocols, tools, and escalation paths
- Evaluate support metrics and lead efforts to improve SLA performance
- Collaborate with other departments to align IT services with organizational goals
- Mentor and train junior and senior technicians in technical troubleshooting and customer service
- Deliver workshops, onboarding support, and technical leadership within cross-functional projects
- Foster a culture of accountability, learning, and continuous improvement
Benefits
- medical, vision, dental, PTO, 401k
- Career Progression with a high growth
- Modern office space in the heart of downtown Tucson
- On-site Fitness Gym and Bike Share
- Employee Game Room and Lounge
- Free Unlimited Wash Club Membership
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What This Job Offers
Job Type
Full-time
Career Level
Principal
Education Level
High school or GED
