Senior Tech Systems Specialist

BP • Grapevine, TX

3d • Hybrid

About The Position

The Senior Tech Systems Specialist is the technical leader and operational anchor of Archaea’s onshore end-user technology function, responsible for the most complex escalations, endpoint engineering, automation, and the overall quality of service delivery across approximately 80 distributed corporate and energy plant sites. This role owns the oversight of support functions from a technical and quality perspective, leads small-to-medium projects, and drives continuous improvement across processes, tooling, and documentation. The Senior Tech Systems Specialist mentors the Tech Systems Specialist, serves as the top escalation point for team, and exercises independent judgment on incident priority, process exceptions, and technical direction. This position carries significant decision-making authority, accountability for service quality metrics, and responsibility for ensuring that Archaea’s end-user environment remains secure, reliable, and aligned with enterprise standards.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or a related field—or equivalent combination of education and 5+ years of progressive IT experience.
• 5+ years of hands-on experience in IT support, desktop engineering, or endpoint management, with at least 2 years performing at a senior, lead, or Tier 3 level.
• Proficiency with Microsoft 365 administration, Entra ID/Azure AD, Intune/Endpoint Manager, Windows 10/11, and endpoint security baselines; working knowledge of macOS and mobile platforms.
• Hands-on scripting experience with demonstrated ability to build automation for provisioning, remediation, or reporting tasks.
• Experience with ITSM platforms (Freshservice, ServiceNow, or similar) and strong working knowledge of ITIL practices across incident, request, knowledge, problem, and major incident management.
• Demonstrated ability to analyze operational data (SLAs, MTTR, CSAT, backlog trends) and translate insights into measurable process improvements.
• Proven mentoring or coaching capability with a track record of developing technical staff.
• Demonstrated ability to lead small-to-medium projects from planning through implementation.
• Experience managing IT service delivery, including quality auditing and accountability.
• Excellent written and verbal communication skills with confident executive presence; able to present service performance data to leadership and interface with vendors professionally.
• Willingness to travel to corporate and plant sites and participate in an on-call rotation.

Nice To Haves

• ITIL 4 Foundation or higher
• HDI Support Center Team Lead
• Microsoft 365 or Modern Desktop Administrator Associate
• Experience with application packaging, deployment rings, Autopilot, and endpoint baseline/benchmark compliance.
• Experience leading major incident response and post-incident reviews.
• Familiarity with CI/CD concepts, infrastructure-as-code, or advanced automation tooling (Power Automate, Azure Logic Apps).
• Experience in industrial, energy, or plant environments.

Responsibilities

• Own the most complex Tier 2/3 escalations across endpoints, Microsoft 365, Entra ID/Active Directory, Intune, VPN/networking, and application stacks.
• Perform advanced root cause analysis using log interpretation, monitoring tools, and cross-system diagnostics.
• Escalate to Systems or Network Engineering only when the issue exceeds end-user technology scope.
• Own the technical quality relationship with the Team. Define and enforce quality standards, conduct regular ticket audits, review SLA/CSAT performance data, lead calibration sessions, and drive corrective action when standards are not met.
• Serve as the escalation authority for issues and report performance to leadership.
• Lead endpoint engineering efforts including image development, Autopilot/Intune configuration profiles, application packaging and deployment rings, baseline/benchmark compliance, and patch/vulnerability remediation.
• Ensure device standards are documented, current, and consistently applied across the fleet.
• Develop and maintain scripts and automation workflows to streamline repetitive tasks—provisioning, remediation, reporting, and endpoint management.
• Identify high-value automation opportunities and implement solutions that reduce manual effort and improve consistency.
• Lead small-to-medium projects independently, including technology rollouts, tooling changes, service transitions, and process redesigns.
• Plan scope, coordinate resources, communicate status, and ensure readiness (training, KB/SOPs, monitoring) before go-live.
• Coach and develop the Tech Systems Specialist through case collaboration, targeted feedback, and skills development.
• Ensure knowledge is shared, documented, and not siloed.
• Maintain and enforce documentation quality standards across all knowledge articles, SOPs, and runbooks.
• Oversee joiners-movers-leavers workflows and access provisioning for accuracy and least-privilege compliance.
• Audit both onshore and offshore provisioning work; partner with Security on access reviews and remediation.
• Oversee the full endpoint asset lifecycle—procurement coordination, builds, shipping, inventory accuracy, and decommissioning.
• Ensure asset operations meet SLAs and that records in inventory systems are complete and audit-ready.
• Act as Incident Lead for P1/P2 user-impacting events during on-call rotation.
• Coordinate cross-team resolution, manage communications, and lead post-incident reviews to identify preventive measures and process improvements.
• Own service quality reporting for the team.
• Analyze trends in SLAs, MTTR, backlog, first-contact resolution, and CSAT; convert insights into actionable process, automation, and policy changes.
• Present performance summaries and improvement plans to IT leadership.
• Collaborate with Security on vulnerability response, phishing events, and compliance initiatives affecting the end-user environment.
• Lead endpoint remediation efforts and ensure timely execution of security-driven changes.
• Participate in and help coordinate on-call coverage.
• Travel to plant and corporate sites as needed for deployments, escalations, and asset operations.

Benefits

• Paid vacation depending on your years of relevant industry experience and will range from 120 – 240 hours of vacation per year for full times employees (60 - 240 hours of vacation per year for part time employees).
• 9 paid holidays per year and 2 personal choice holidays.
• Discretionary Annual Bonus Program
• 401K Program
• Quarterly Momentum Bonus
• Health, Vision, And Dental Insurance
• Life Insurance
• Short-Term Disability
• Long-Term Disability
• Up to 8 weeks’ paid leave for the birth or adoption of a child.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior