Technology Support Technician Senior

New Mexico State University•Las Cruces, NM

7d•Onsite

About The Position

Technology Support professionals provide technical assistance and service to end-users, resolving issues and ensuring productivity. Serves as the Tier II/Tier III escalation point for complex technical issues. Diagnoses and resolves advanced hardware, software, and networking problems; administers and troubleshoots systems such as Active Directory, Office 365 (GCC High), Intune, and Endpoint Central; supports antivirus, EDR, and encryption solutions. Manages endpoint configurations, imaging, patching, and hardening to maintain compliance with CMMC and internal security standards. Oversees user account provisioning, permissions, and access controls to ensure secure and reliable system operations. Leads the Helpdesk team by mentoring junior technicians, guiding ticket triage and prioritization, maintaining documentation and knowledge base articles, and ensuring SLA adherence. Coordinates escalation paths and collaborates with Network, Systems, and Security teams. Supports IT projects, system rollouts, and technology upgrades. Tests and validates new hardware and software prior to deployment, provides customer-focused support to PSL staff and partners, and communicates technical information clearly to non-technical users.

Requirements

High School diploma + 4 years of relevant experience or an Associate's Degree + 2 years of relevant experience.
Must be a U.S. Citizen.
Subject to random drug testing in compliance with its drug-free workplace requirements.

Responsibilities

Provide technical assistance and service to end-users, resolving issues and ensuring productivity.
Serve as the Tier II/Tier III escalation point for complex technical issues.
Diagnose and resolve advanced hardware, software, and networking problems.
Administer and troubleshoot systems such as Active Directory, Office 365 (GCC High), Intune, and Endpoint Central.
Support antivirus, EDR, and encryption solutions.
Manage endpoint configurations, imaging, patching, and hardening to maintain compliance with CMMC and internal security standards.
Oversee user account provisioning, permissions, and access controls to ensure secure and reliable system operations.
Lead the Helpdesk team by mentoring junior technicians, guiding ticket triage and prioritization, maintaining documentation and knowledge base articles, and ensuring SLA adherence.
Coordinate escalation paths and collaborate with Network, Systems, and Security teams.
Support IT projects, system rollouts, and technology upgrades.
Test and validate new hardware and software prior to deployment.
Provide customer-focused support to PSL staff and partners.
Communicate technical information clearly to non-technical users.