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Sr. IT Support Technician

Sr. IT Support Technician

Dimensional Thinking

Statesville, NC • On-site

$19.25 - $26.25/hr

Other

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Job description

Job Statement: The Senior IT Support Technician is responsible for delivering advanced on-site and remote technical support for a wide array of computing systems, including desktops, notebooks, and peripheral devices. This role plays a critical part in system maintenance, troubleshooting, compliance, and serves as a technical escalation point for resolving complex hardware and software issues. The technician also contributes to IT projects and documentation.
Responsibilities:
  • Monitor the ticket flow for the supported business unit and resolve or escalate urgent tickets and those at risk of missing their SLA.
  • Serve as a liaison between business unit leadership and the IT department, keeping the business unit advised of IT projects serving or impacting them as well as keeping IT advised of business unit projects requiring IT support.
  • Act as a technology advisor to business unit leadership, providing guidance on leveraging technology - including artificial intelligence - to achieve business objectives, improve operational efficiency, and drive innovation. This includes evaluating technologies, recommending solutions, and ensuring alignment with the overall business strategy.
  • Partner with the business unit to understand core business processes and the systems supporting them.
  • Handle escalated customer requests and implement corrective actions.
Essential Functions:
  • Installation & Configuration:
Set up, configure, and administer desktops, laptops and other devices.
Ensure hardware and software systems are installed to company standards and operational requirements.
  • Support & Troubleshooting:
Provide second-level support for resolving advanced technical issues, both remotely and on-site.
Respond to incidents in accordance with Service Level Agreements (SLAs).
  • Documentation & Communication:
Ensure systems adhere to IT security policies and corporate standards.
Effectively communicate system issues, updates, and assigned project progress
  • Compliance:
Ensure systems adhere to company IT standards, policies, and security protocols.
  • Work Order Management:
Utilize ticketing/work ord
Job Specifications:
  • Education: Associate degree in Computer Science or related field required; Bachelor's degree preferred.
  • Experience: 10+ years of hands-on technical support experience.
    Experience in a manufacturing environment is a plus.
    Prior Tier II/III or senior-level support experience preferred.
  • Certifications: Microsoft MCP or equivalent certification preferred
  • Technical Knowledge:
  • Strong proficiency with Office 365 and Windows 11 Operating System.
  • Working knowledge of TCP/IP, DNS, DHCP, and network configurations.
  • Skilled in diagnosing and repairing PC, notebook, and peripheral hardware.
  • Experience with backup software, remote desktop tools, and endpoint management.
  • Basic scripting (e.g., PowerShell) preferred.
Familiarity with relevant business applications including Revit, Aptean Made2Manage, and Microsoft Dynamics 365 is strongly preferred

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Frequently asked questions

Q: What skills or qualities help someone succeed as a IT Support Technician?

A: To succeed as an IT Support Technician, key technical skills include proficiency in operating systems (Windows, macOS, Linux), network protocols, and help desk software, as well as knowledge of hardware components and troubleshooting methodologies. Essential soft skills include strong communication and problem-solving abilities, patience and empathy when interacting with users, and adaptability in a fast-paced technical environment. By combining these technical and soft skills, IT Support Technicians can effectively resolve user issues, maintain system uptime, and contribute to a positive user experience, ultimately supporting their career growth and effectiveness in the role.

Q: What is the career path for a IT Support Technician?

A: A typical career path for an IT Support Technician involves progression from entry-level roles such as Help Desk Technician or Junior Support Specialist, to mid-level positions like Technical Support Specialist or Senior Support Engineer, and ultimately to senior roles like IT Operations Manager or Technical Lead. Key opportunities for skill development and professional growth include certifications in areas like CompTIA A+, Cisco CCNA, or ITIL, as well as experience with various operating systems, hardware, and software platforms. Long-term career prospects may lead to specialized roles like Cybersecurity Specialist, Cloud Engineer, or even a transition into management or leadership positions within IT departments.

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