Senior Computer Technician

Ayres Associates•Tampa, FL

18d•Onsite

About The Position

The Senior Computer Technician provides primary in-person technology support for Ayres’ Tampa and Melbourne, Florida offices and serves as a senior escalation and technical leadership resource for the broader Helpdesk team. The role independently resolves complex technical issues, supports employees in person and remotely, coaches technicians, improves support practices and documentation, and completes advanced technology projects. Practical knowledge of artificial intelligence tools and experience applying AI to improve support, documentation, automation, or employee productivity are required. The successful candidate is an experienced Level 3 support professional who can handle confidential information, manage competing priorities, lead by example, and adapt to a fast-paced environment. The role includes scheduled travel to out-of-state offices to support end-user systems or assist administrators with projects.

Requirements

Five or more years of progressive IT support experience, including demonstrated success resolving Level 3 incidents, supporting multiple office locations, handling confidential information, and guiding or mentoring other support technicians.
Ability to own complex incidents from initial diagnosis through resolution, coordinate with infrastructure, security, application, and vendor resources, and communicate status and business impact to affected Employee Owners.
Experience with MDM and MAM platforms and policies.
Practical experience using artificial intelligence tools in a business or IT support environment; ability to evaluate AI-generated output, protect confidential information, follow company AI and security requirements, and apply AI responsibly to improve troubleshooting, documentation, automation, knowledge management, or Employee Owner productivity.
Advanced working knowledge of Microsoft 365, Windows desktop and server operating systems, Entra ID, Active Directory, Intune, Defender, Teams, SharePoint, OneDrive, and common SaaS platforms in a hybrid enterprise environment.
Demonstrated experience with Intune and MS Defender platforms.
Ability to lift, handle, and carry computer material or equipment weighing 50 pounds or less; team lifts are required for heavier objects.
Physical ability to occasionally push, pull, reach, bend, twist, stoop, and climb ladders.

Nice To Haves

Associate degree in an IT-related field or an equivalent combination of education, technical training, certifications, and at least five years of progressive IT support experience.
Excellent communication and strong interpersonal skills.
Experience in a remote environment using online diagnostic tools.
Strong analytical, evaluative, and problem-solving abilities.
Experience administering and troubleshooting Microsoft desktop and server operating systems in a business environment.
Relevant Microsoft certifications.
Familiarity with Autodesk, Bentley, and other engineering software.
Experience using PowerShell, Chocolatey, Microsoft Graph, or comparable scripting and automation tools to diagnose issues, deploy software, gather information, and reduce repetitive support work.
Desire and ability to research, learn, and use new technologies.

Responsibilities

Install, configure, and troubleshoot hardware systems and software.
Diagnose and resolve technical issues and malfunctions with on-premises and remote devices.
Provide technical support and guidance to users, clients, and partners, following best practices and internal IT policies.
Diagnose hardware issues and open manufacturer tickets as necessary to repair or replace equipment.
Lead or contribute to advanced technology projects assigned by Helpdesk Leadership, the System Administration team, or the Director of IT, including planning, testing, deployment, documentation, user communication, and post-implementation support.
Serve as a senior escalation resource for the Helpdesk team by taking ownership of complex incidents, guiding technicians through troubleshooting, identifying recurring issues, and helping ensure support requests are documented, prioritized, and resolved consistently.
Provide remote technical leadership through coaching, knowledge sharing, peer review, and coordination during high-impact incidents or periods of elevated support demand.
Support, maintain, and ensure compliance with software licenses.
Participate in software and hardware evaluations.
Assist with maintenance on enterprise systems as assigned.
Document complex problems, root causes, and resolutions; create and maintain technical procedures and knowledge articles; and coach Helpdesk technicians on using and improving the shared knowledge base.
Provide in-person technology support for employee owners in the Tampa and Melbourne offices, including workstation, mobile device, conferencing, printing, connectivity, and office technology issues.
Onboard users to mobile services and monitor and enforce compliance with mobile security policies.
Own and resolve support requests through the ticketing system for employee owners working in person or remotely, escalating or coordinating with other IT teams when specialized access or expertise is needed.
Provide printer (MFP and wide format) and copier support.
Maintain inventory of computer equipment and supplies.
Follow security policies and procedures to protect data and systems.
Travel to remote out-of-state offices as scheduled to work on end-user systems or assist administrators with projects.