Senior Computer Technician

Ayres•Tampa, FL

17d•Onsite

About The Position

The Senior Computer Technician provides primary in-person technology support for the Tampa and Melbourne, Florida offices and serves as a senior escalation and technical leadership resource for the broader Helpdesk team. This Level 3 support professional independently resolves complex technical issues, guides technicians through advanced troubleshooting, improves support practices and documentation, and completes advanced technology projects. The role requires practical knowledge of artificial intelligence tools and experience applying AI to improve support, documentation, automation, or employee productivity. The technician provides dependable in-person support, coaches other technicians, handles confidential information, manages competing priorities, and adapts to a fast-paced environment. The position supports employees working in person or remotely, maintains and troubleshoots devices and systems, and coordinates with other IT teams and vendors as needed. It also includes scheduled travel to out-of-state offices to work on end-user systems or assist administrators with projects. The role requires the ability to handle computer equipment weighing up to 50 pounds and occasional physical activities such as pushing, pulling, reaching, bending, twisting, stooping, and climbing ladders.

Requirements

Five or more years of progressive IT support experience, including 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 mobile device management (MDM) and mobile application management (MAM) platforms and policies.
Knowledge and 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 Microsoft Defender platforms.
Ability to lift, handle, and carry computer materials 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 interpersonal skills.
Experience supporting users 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 are preferred.
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 involving on-premises and remote devices.
Provide technical support and guidance to users, clients, and partners in accordance with best practices and internal IT policies.
Diagnose hardware issues and open manufacturer tickets when needed 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 Helpdesk escalation resource by owning complex incidents, guiding technicians through troubleshooting, identifying recurring issues, and supporting consistent documentation, prioritization, and resolution.
Provide remote technical leadership through coaching, knowledge sharing, peer review, and coordination during high-impact incidents or 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 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, monitor, and enforce compliance with mobile security policies.
Own and resolve support requests through the ticketing system for in-person and remote employee owners, escalating or coordinating with other IT teams when specialized access or expertise is needed.
Provide printer, MFP, wide-format printer, and copier support.
Maintain inventory of computer equipment and supplies.
Follow security policies and procedures to protect data and systems.
Travel to out-of-state remote offices as scheduled to work on end-user systems or assist administrators with projects.