Senior Technician, End User Support

Senior End User Support Technician

The Senior End User Support Technician acts as the primary technical lead and highest escalation point for the deskside support team. While mid-level technicians focus on resolving Tier 2 issues, the Senior Technician manages complex infrastructure-level endpoint challenges, leads technical projects, and provides technical mentorship to junior staff. This role bridges the gap between end-user support and the broader Infrastructure and Security teams to ensure a secure and optimized computing environment.

Responsibilities:

Operational Mentorship & Standards

· Provide technical guidance, mentoring, and peer review for Associate and mid-level Technicians.

· Standardize documentation and develop "Gold Build" configurations for the team's knowledge base.

· Oversee the accuracy of the global asset management system and perform periodic audits.

· Collaborate with Level 1 support and infrastructure teams to streamline ticket triage and escalation workflows.

Technical Support

· Serve as the final Tier 3 escalation point for complex hardware and software issues that cannot be resolved by the broader team.

· Deliver white-glove support and high-touch service, including C-level executives.

· Lead large-scale hardware refresh programs, OS migrations, and site-wide technology deployments.

· Perform deep-dive root cause analysis for recurring technical trends and implement permanent system fixes.

· Manage and optimize automated deployment tools, including system imaging, Intune, and SCCM packaging.

· Oversee the health and security compliance of the endpoint fleet

· Manage the lifecycle and advanced configuration of conference room A/V technology to ensure meeting readiness.

· Provide hands-on support for hardware, software, peripherals, and network connectivity.

· Rare off-hours or weekends as needed

Knowledge, Skills, Education:

· 5+ years of experience in corporate Help Desk or Deskside Support.

· Advanced expertise in Windows 11, including PowerShell scripting and Group Policy (GPO).

· Deep proficiency in the Microsoft 365 environment, including Exchange Online and Entra ID (Azure AD).

· Expert knowledge of endpoint management tools such as Intune, SCCM, and Autopilot.

· Experience with VOIP/soft phones and admin consoles, call routing, and management.

· Strong understanding of advanced networking concepts, including TCP/IP, DNS, DHCP, and VLANs.

· Proven project management skills with the ability to lead cross-functional initiatives independently.

· High attention to detail and professional communication skills for executive-level interaction.

· Resourcefulness and problem-solving aptitude

· Willingness to provide occasional after-hours support for critical project cutovers or executive needs.

Salary: $75k-$80k plus bonus