Lead IT Technician

Saronic Technologies•Austin, TX

About The Position

Saronic Technologies is seeking an experienced, highly organized Lead IT Technician to serve as the senior hands-on technician on the IT support team. The role leads day-to-day support operations and acts as the primary escalation point for complex technical issues. The ideal candidate has a strong customer experience mindset, sound judgment under pressure, and the ability to plan and prioritize work in a fast-paced environment. The Lead IT Technician reinforces daily priorities for the support team, mentors Associate and mid-level technicians, improves ticket quality and resolution times, and leads support projects from planning through completion. The role also works with cross-functional teams and senior IT staff to provide effective support to the business.

Requirements

At least 5 years of relevant IT experience, including time as a senior technician, lead, or escalation point.
Demonstrated experience with Mac and Windows device deployments, including endpoint management tools such as Intune and Jamf.
Advanced troubleshooting ability across hardware, software, networking, and identity or access-based issues.
Experience administering identity and access platforms such as Microsoft Entra ID or Active Directory, including group and license management.
Ability to plan work, prioritize competing tasks, and meet commitments in a fast-moving environment.
Excellent written and verbal communication skills, including explaining technical issues to non-technical users and setting clear expectations.
Experience with helpdesk and ticketing systems, including reporting on queue health and team performance.

Responsibilities

Serve as the senior technical escalation point for hardware, software, and network issues involving desktops, laptops, servers, printers, and mobile devices.
Lead the ticket queue by triaging and validating incoming tickets, setting priorities, and ensuring team coverage.
Own device deployments end to end, including imaging, zero-touch enrollment, MDM configuration, refresh cycles, and decommissioning.
Mentor Associate and IT Technicians through hands-on coaching, ticket quality reviews, and onboarding new team members.
Plan and lead IT support projects, migrations, and system upgrades by defining scope, sequencing work, tracking progress, and communicating status to stakeholders.
Maintain documentation, runbooks, and knowledge base articles so recurring issues can be resolved consistently at the first point of contact.
Analyze ticket trends, identify recurring problems, and drive underlying fixes to reduce support volume.
Administer and identify improvements to user access workflows, including provisioning, deprovisioning, group membership, and permissions.
Ensure adherence to security best practices for data protection, access control, endpoint compliance, and patching.
Maintain IT asset and inventory accuracy, including stock levels and hardware lifecycle, and coordinate with vendors for repairs and procurement.
Work with cross-functional teams and senior IT staff to provide an excellent support experience for the business.

Benefits

Comprehensive medical insurance; Saronic pays 100% of employee premiums and 80% of dependent premiums.
Dental and vision insurance; Saronic pays 100% of the basic-plan employee premium and 80% of dependent premiums.
Generous paid time off and holidays.
Paid maternity and paternity leave.
Competitive salary with opportunities for performance-based bonuses.
401(k) plan with company match.
Stock options.
Basic life insurance and short- and long-term disability coverage.
Discounted pet insurance options, including a 24/7 telehealth helpline.
Free lunch benefit and unlimited free drinks and snacks in the office.