Senior IT Support Technician

Ascent Aerospace•Macomb Township, MI

5d•Hybrid

About The Position

This is the highest individual contributor level in the IT support track, focusing on strategic support, complex problem resolution, system optimization, project leadership, and significant mentorship. The Senior IT Support Technician is a subject matter expert responsible for the most complex support issues, driving continuous improvement in IT service delivery, and leading support-related projects. This role acts as a primary technical escalation point, mentors junior staff, and contributes to the strategic direction of end-user support services. The Senior IT Support Technician is based in Macomb or Lake Orion, Michigan and provides support across all Ascent Aerospace Sites.

Requirements

High School Diploma or Equivalent
5+ Years Progressive experience in IT support, with significant experience in a lead or senior role.
Expert-level knowledge and troubleshooting skills for Windows desktop operating systems and complex software environments.
Deep expertise with Microsoft Office suite and experience with specialized business-critical applications (e.g., CAD, DNC) in a manufacturing environment.
Proven leadership in deploying and managing desktop imaging solutions.
Expert-level knowledge of enterprise Anti-Virus/Anti-Malware and endpoint security solutions, including threat analysis and remediation.
Advanced proficiency with remote management and diagnostic tools.
Expert-level experience supporting and managing a diverse range of mobile devices and peripherals in an enterprise setting.
Demonstrated ability to lead IT projects related to end-user support, system upgrades, or new technology rollouts.
Mentorship experience.
Experience in a manufacturing and/or engineering environment.
Employment is contingent upon successfully passing an employee reference check, criminal background check, and drug screening.
This position requires use of information that is subject to the International Traffic in Arms Regulations (ITAR). All applicants must be U.S. persons within the meaning of ITAR. ITAR defines a U.S. person as a U.S. Citizen, U.S. Permanent Resident (i.e. 'Green Card Holder').

Nice To Haves

Bachelor’s degree in information technology or another related field
CompTIA A+, Net+, Security+
Ability to work collaboratively with a team across multiple sites.
High energy, strong interpersonal skills, and a positive attitude.
Ability to manage multiple tasks and competing priorities.
Flexible, learns quickly, and adapts to changing priorities.
Ability to write clear technical and end-user documentation.
Basic knowledge of ITIL processes is a plus.
Familiarity with Microsoft 365 GCC High tenant environments.
Experience supporting aerospace, defense, or regulated manufacturing environments.

Responsibilities

Acts as a top-tier escalation point, resolving the most complex, critical, and systemic client PC and software usage problems, often requiring advanced diagnostic techniques and vendor engagement.
Develops and implements best practices for managing help desk requests and optimizing the support queue for maximum efficiency and user satisfaction.
Leads the strategic management of client IT assets, including evaluating new technologies, developing lifecycle management processes, and ensuring compliance.
Provides expert-level support and administration for VoIP systems, including complex troubleshooting, system optimization, and new feature implementation.
Architects and implements solutions for backend client services, including advanced antivirus configurations, complex user access management, and network administration tasks such as VLAN assignments and basic routing troubleshooting.
Provides expert-level support for client/server software applications, including in-depth troubleshooting, performance optimization, and development of advanced training materials.
Leads the planning and execution of significant application changes and deployments, ensuring seamless integration, compliance, and minimal user impact.
Develops and implements proactive strategies to eliminate downtime, including advanced preventive system maintenance, predictive analysis, and contributing to disaster recovery planning for end-user systems.
Serves as primary subject matter expert and technical lead for all integrated third-party applications (Microsoft Office, CATIA, AutoCAD, etc.), providing advanced troubleshooting and guiding junior staff.
Defines and champions a culture of exceptional customer service, identifying systemic issues that impact users and leading initiatives to improve the overall user experience.
Collaborates strategically throughout the organization, acting as a trusted technical advisor and proposing IT solutions that align with core business objectives.
Works with a high degree of independence and professionalism, often leading projects or complex problem resolution efforts with minimal supervision.
Provides formal and informal mentorship, training, and technical guidance to IT Support Technician 1, 2, and 3 staff.
Contributes to the development of IT policies, procedures, and documentation.