Senior IT Support Technician

Job Category Information Technology, HRM Enterprises Employee Type Full Time Description IT Department Full-Time Sundays Off IT · Tier 2 & Leadership Department Information Technology Position Type Full-Time IT Manager Sundays Always Off Position Overview 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. Key Responsibilities Help Desk & Escalation 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. Microsoft 365 Administration Support M365 administration including user and license provisioning, Exchange Online, Teams, SharePoint, and security and compliance settings. Equipment Procurement & Deployment Procure IT equipment; image and build systems for deployment to end users across the organization. Hardware & Software Support Diagnose and resolve advanced hardware and software issues; evaluate and recommend new tools and approved applications. Network Support Troubleshoot connectivity issues beyond basic cabling; coordinate with network and infrastructure resources on more complex issues. IT Projects & System Rollouts Lead planning and execution of system deployments and assigned IT projects; serve as the primary IT point of contact for cross-departmental initiatives. Cybersecurity & Compliance 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. Required Qualifications 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 Education & Certifications Education Associate degree in IT, Computer Science, Network Administration, or related field preferred CompTIA A+, Network+, or Security+ certification preferred Microsoft 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. What We Offer 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 Time Off – Vacation and PTO to rest, recharge, and take care of what matters. Team Member Discounts – Exclusive discounts on Hartville Hardware products and services. Wellness Programs – Programs designed to support your overall health and well‑being. Professional Development – Ongoing opportunities to grow your skills, earn certifications, and advance your career. Team Events – A team that works hard and celebrates together. About HRM Enterprises HRM Enterprises is a locally owned and operated family of companies with over 82 years of industry experience. Our brands — including Hartville Hardware, Top Advantage Surfaces, and Hartville Contractors Supply — serve customers across Ohio and beyond. We are a team built on trust, integrity, and a genuine commitment to the people who work here. Many of our team members have built long careers with us, some spanning more than 40 years. When you join HRM, you join a company that invests in its people and believes that a great team is the foundation of everything we do. Pre-Employment Screening All offers of employment are contingent upon the successful completion of a background check and drug screening. #J-18808-Ljbffr Reasors Food Stores