Senior Computer Technician

Finding the right fit: 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. On any given day, you’ll: 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. Required Qualifications: 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 ID, Active Directory, Intune, Defender, Teams, SharePoint, OneDrive, and common SaaS platforms in a hybrid enterprise environment. Demonstrated experience with Intune and MS Defender platforms. Ability to lift, handle, and carry computer material or equipment of moderate weight (50 pounds or less). Team lifts for heavier objects if 50 pounds or greater. Physical ability to occasionally push, pull, reach, bend, twist, stoop, and climb ladders. Desired Skills and Experiences: Associate degree in an IT-related field or an equivalent combination of education, technical training, certifications, and at least five years of progressive IT support experience. Excellent communication skills and strong interpersonal skills. Experience in a remote environment using online diagnostic tools. Strong analytical, evaluative, and problem-solving abilities. Experience administering and troubleshooting Microsoft desktop and server operating systems in a business environment; relevant Microsoft certifications are preferred. Familiarity with Autodesk, Bentley, and other engineering software is a plus. Experience using PowerShell, Chocolatey, Microsoft Graph, or comparable scripting and automation tools to diagnose issues, deploy software, gather information, and reduce repetitive support work. Desire and ability to research, learn, and utilize new technologies. Benefits of being part of the Ayres team: Health, dental, and vision Insurance. Short and long-term disability and life insurance. Employee stock ownership plan (ESOP) and 401K with company match. PTO, paid holidaysincludingtwo floating holidays, and a flexible work schedule. Affirmative Action/Equal Opportunity Employer Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor. #J-18808-Ljbffr Ayres