Senior IT Support Technician

Ascent Aerospace - Inspiring the next generation of flight!

Ascent Aerospace is a world-renowned, single-source provider of production and automated assembly systems for the aerospace and defense industry. We provide high-precision advanced automated equipment as well as a full suite of both mold and assembly tooling required for the aerospace manufacturing market, including the largest Invar molds ever made- making us the largest tooling group in the industry. We work with our customers to develop their project and see it through, from process engineering to build and installation, to ensure it is an efficient and cost-effective solution.

As a true, single-source integrator, we have proven tools to surpass our customer expectations. We have greater control of timing and schedules, which allows for 100% accountability, and avoids costly mark-ups, ultimately saving our customers money. The result: a group of businesses, each an industry leader within their own discipline, now acting as one truly integrated supply base.

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.

• 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…