Senior IT Support Technician

Job Description

We are seeking a Senior IT Support Technician to support and maintain Agency technology equipment and provide escalated level of support for computers, IT services, and related equipment. The individual in this key position will diagnose and provide support on computer system problems, including debugging, correcting, repairing, servicing, examining, installing, training, and troubleshooting computer hardware, printers, and other peripherals (including advanced support as the Senior Support Technician).

We are seeking a Senior IT Support Technician to support and maintain Agency technology equipment and provide escalated level of support for computers, IT services, and related equipment. The individual in this key position will diagnose and provide support on computer system problems, including debugging, correcting, repairing, servicing, examining, installing, training, and troubleshooting computer hardware, printers, and other peripherals (including advanced support as the Senior Support Technician).

This role is onsite at our Manchester, NH office.

• Assist with the interviewing process of support technicians.
• Assist with managing and reporting on key metrics.
• Support the IT Leadership Team and the agency on strategic projects and operational alignment with support, infrastructure, and business applications.
• Support IT Purchasing Agent with managing user account requests and separations. Ensure account requests are verified, created in a timely and accurate manner, and compliant with IT and security policies as needed.
• Manage Azure Active Directory to include password resets, Powershell synchronization, device management, training, and multifactor authentication (MFA).
• Support managing and administering the web filtering application. Research, test, and resolve web filtering issues. Suggest and monitor solutions to issues.
• Support departmental procurement procedures, including research, recommendations, communication, and facilitation of relationships with vendors and manufacturers.
• Support the process of terminated staff and Legal Hold procedures to ensure IT policy compliance.
• Cultivate partnerships with area vendors as needed.
• Verify the accuracy of procedure documentation.
• Ensure support requests are evenly distributed based on volume and level of difficulty.
• Assist other IS&T department staff with network configuration and support as necessary.
• Support managed print services and vendor interactions.
• Track and update service requests in throughout the request life cycle.
• Provide A/V support with Zoom Rooms, MS Teams, etc.
• Assist other IT teams as necessary.

• Associate’s degree in Information Technology or equivalent
• CompTIA, A+ certification or equivalent on-the-job experience
• Seven (7) years of IT Support/Help Desk experience with increasing responsibility/supervisory experience, including administrative and customer service experience with a high level of proficiency in information technology and business/enterprise applications
• Minimum two (2) years of recent experience with mobile device management, including tablets,
• Thorough knowledge of a PC environment, computer setup, and business applications (i.e. Windows, Apple, Mac and iOS, Chromebook and Android OS, MS Office, report writer packages, database administration, server/network knowledge)
• Ability to work independently, manage multiple priorities and deadlines, and establish own work plan with minimal supervision
• Excellent written and verbal communication skills, organizational skills, and departmental purchase processing/tracking
• Experience with hosted VoIP solutions, configurations, and support
• Comfortable with a variety of audiences in varying levels of IS/IT…