Senior Computer Technician

The Senior Computer Technician provides primary in-person technology support for the Tampa and Melbourne Florida offices while serving as a senior escalation and technical leadership resource for the broader Helpdesk team. The position resolves complex issues, guides technicians through advanced troubleshooting, improves support practices and documentation, and completes advanced technology projects as assigned. Practical knowledge of artificial intelligence tools and experience applying AI to improve support, documentation, automation, or employee productivity are required.

The right candidate is an experienced Level 3 support professional who can independently resolve complex technical issues, provide dependable in-person support to the Tampa and Melbourne offices, and serve as a trusted remote resource for the broader Helpdesk team. The candidate must be comfortable leading, by example, coaching other technicians, handling confidential information, managing competing priorities, and adapting to a fast-paced environment.

• Install, configure, and troubleshoot hardware systems and software.
• Diagnose and resolve technical issues and malfunctions with on-premises and remote devices.
• Provide technical support and guidance to users, clients and partners, following best practices and internal IT policies.
• Diagnose hardware issues and open manufacturer tickets as necessary to fix or replace equipment.
• Lead or contribute to advanced technology projects assigned by Helpdesk Leadership, the System Administration team, or the Director of IT, including planning, testing, deployment, documentation, user communication, and post-implementation support.
• Serve as a senior escalation resource for the Helpdesk team by taking ownership of complex incidents, guiding technicians through troubleshooting, identifying recurring issues, and helping ensure support requests are documented, prioritized, and resolved consistently. Provide remote technical leadership through coaching, knowledge sharing, peer review, and coordination during high-impact incidents or periods of elevated support demand.
• Support, maintain, and ensure compliance with software licenses.
• Participate in software and hardware evaluations.
• Assist in performing maintenance on enterprise systems as assigned.
• Document complex problems, root causes, and resolutions; create and maintain technical procedures and knowledge articles; and coach Helpdesk technicians on using and improving the shared knowledge base.
• Provide reliable in-person technology support for employee owners in the Tampa and Melbourne offices, including workstation, mobile device, conferencing, printing, connectivity, and office technology issues.
• Onboard, monitor and enforce compliance with mobile security policies.
• Own and resolve support requests through the ticketing system for employee owners working in person or remotely, escalating or coordinating with other IT teams when an issue requires specialized access or expertise.
• Provide printer (MFP and wide format) and copier support.
• Maintain inventory of computer equipment and supplies.
• Follow security policies and procedures to protect data and systems.
• Travel to remote offices (out-of-state) as scheduled to work on end user systems or assist the administrators with projects at those locations.

• Five or more years of progressive IT support experience, including demonstrated success resolving Level 3 incidents, supporting multiple office locations, handling confidential information, and guiding or mentoring other support technicians.
• Demonstrated ability to own complex incidents from initial diagnosis through resolution, coordinate with infrastructure, security, application, and vendor resources, and communicate status and business impact to affected Employee Owners.
• Experience with MDM and MAM platforms and policies is required.
• Demonstrated knowledge and practical experience using artificial intelligence tools in a business or IT support environment. Candidates must be able to evaluate AI-generated output, protect confidential information, follow company AI and security requirements, and apply AI responsibly to improve troubleshooting, documentation, automation, knowledge management, or Employee Owner productivity.
• Advanced working knowledge of Microsoft 365, Windows desktop and server operating systems, Entra , Active Directory, Intune, Defender, Teams, SharePoint, One Drive, and common SaaS platforms in a…