Senior IT Support Technician

• Job Category Information Technology, HRM Enterprises
• Employee Type Full Time

Description

The Senior IT Support Technician is an experienced member of the IT team who resolves escalated technical issues, supports Microsoft 365 administration across the organization, and mentors IT Support Technicians. This role combines hands-on technical troubleshooting with team leadership — serving as the primary point of escalation and a key resource for the broader IT support function.

If you thrive on solving complex problems, enjoy helping others grow, and want to be part of a team that keeps a growing multi-location company running, this role is built for you.

Prioritize and resolve escalated or complex help desk tickets beyond Tier 1 scope; serve as the team's primary point of escalation.

Coach, train, and review the work of IT Support Technicians; support onboarding of new team members and strengthen overall team capability.

Support M365 administration including user and license provisioning, Exchange Online, Teams, SharePoint, and security and compliance settings.

Procure IT equipment; image and build systems for deployment to end users across the organization.

Diagnose and resolve advanced hardware and software issues; evaluate and recommend new tools and approved applications.

Troubleshoot connectivity issues beyond basic cabling; coordinate with network and infrastructure resources on more complex issues.

Lead planning and execution of system deployments and assigned IT projects; serve as the primary IT point of contact for cross-departmental initiatives.

Enforce cybersecurity best practices and PCI compliance; assist with security monitoring and incident response.

Review footage, research incidents, and export video files for internal use or law enforcement as needed.

• Proven experience as an IT Support Technician or similar role, with prior experience mentoring or informally leading other technicians
• Experience supporting Microsoft 365 administration — Exchange Online, Teams, SharePoint, and Security & Compliance Center
• Experience with equipment procurement, imaging, and system build and deployment processes
• Strong understanding of hardware, software, and network troubleshooting, including escalated or non-routine issues
• Proficiency with Windows operating systems and Microsoft applications
• Excellent analytical, communication, and interpersonal skills — including the ability to explain technical concepts clearly to non-technical staff
• Self-motivated, able to work independently, prioritize across a team's workload, and manage multiple projects simultaneously
• Must be available to work on Saturdays as needed

Associate degree in IT, Computer Science, Network Administration, or related field preferred

A+, Network+, or Security+ certification preferred

MS-102:
Microsoft 365 Certified Administrator Expert or equivalent preferred

An equivalent combination of education, training, and hands‑on experience may substitute for formal degree or certification requirements. We value demonstrated ability.

• Sundays Off – Every Sunday, guaranteed — time to recharge and be with the people who matter most.
• Comprehensive health coverage for you and your family.
• 401(k) with Company Match – Retirement savings plan with matching contributions to help secure your financial future.
• Paid…