Senior Technician, End User Support

Job Description

Job Description

Role Overview:

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