Technology Support Technician Senior
About The Position
Join the IT team as a Technology Support Technician, Sr! This role provides technical assistance and service to end-users, resolving issues and ensuring productivity. The Technology Support Technician Senior serves as the Tier II/Tier III escalation point for complex technical issues. They 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; and support antivirus, EDR, and encryption solutions. This position manages endpoint configurations, imaging, patching, and hardening to maintain compliance with CMMC and internal security standards. They oversee user account provisioning, permissions, and access controls to ensure secure and reliable system operations. Additionally, this role leads the Helpdesk team by mentoring junior technicians, guiding ticket triage and prioritization, maintaining documentation and knowledge base articles, and ensuring SLA adherence. They coordinate escalation paths and collaborate with Network, Systems, and Security teams. The role supports IT projects, system rollouts, and technology upgrades. Finally, the technician 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.
Nice To Haves
- Active Directory
- Office 365 (GCC High)
- Intune
- Endpoint Central
- Antivirus, EDR, and encryption solutions
- Endpoint configurations, imaging, patching, and hardening
- CMMC compliance
- Internal security standards
- User account provisioning, permissions, and access controls
- Mentoring junior technicians
- Ticket triage and prioritization
- Documentation and knowledge base articles
- SLA adherence
- Escalation paths
- Collaboration with Network, Systems, and Security teams
- IT projects, system rollouts, and technology upgrades
- Testing and validation of new hardware and software
- Customer-focused support
- Clear communication of technical information to non-technical users.
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.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
Associate degree
