Senior Technician - Systems & Escalations

We are seeking a highly skilled, self-directed Help Desk Senior Technician / Systems Lead to serve as the final escalation point for the most complex, high-priority issues in our environment - working autonomously to diagnose, resolve, and document solutions across diverse systems and platforms.

Beyond technical excellence, this role demands a natural mentor. You will leverage challenging escalations as hands-on teaching opportunities, systematically building the Help Desk team's capabilities while communicating clearly with stakeholders at every level. This position is primarily hybrid, with travel to client sites on an as-needed basis to assist with on-premises troubleshooting and issue resolution., Escalation & Advanced Technical Support

• Serve as the final escalation point for the most critical, severe, and complex technical issues within the Help Desk environment.
• Rapidly assess and adapt to unfamiliar systems, environments, and software to diagnose and resolve problems with minimal delay.
• Analyze and resolve high-priority issues related to system architecture, infrastructure, networking, and application performance.
• Understand and account for downstream system impacts when implementing changes or fixes.

Mentorship & Team Development

• Actively mentor technicians by leveraging escalated issues as hands-on learning opportunities.
• Develop and share documentation, runbooks, and knowledge base articles that build lasting team capability.
• Provide structured guidance that improves the team's ability to independently resolve a broader range of issues over time.
• Champion a culture of continuous learning, curiosity, and professional growth within the department.

Systems Engineering & Infrastructure

• Manage and optimize network configurations, including VPNs, firewalls, DHCP, DNS, Group Policy, and routing.
• Support and maintain virtualization environments (On-Prem & Cloud).

Documentation & Process Adherence

• Maintain thorough, accurate documentation of system configurations, incident records, and escalation procedures.
• Follow and contribute to IT service management best practices.
• Ensure ticketing systems reflect real-time, accurate status updates for all escalated cases.

Do you have experience in Windows?, This is not an entry-level position. Candidates must have a minimum of 5+ years of experience in an IT support environment, with demonstrated expertise in advanced systems administration, escalation handling, and team mentorship., Operating Systems & Endpoint Management

• Windows 11 and Windows Server 2019-2025
• Active Directory and Group Policy administration
• Microsoft Intune endpoint management
• Office 365 and Exchange Online administration
• Entra ID (Azure Active Directory)

Networking & Security

• LAN/WAN networking fundamentals - TCP/IP, DNS, DHCP, routing, and switching
• Firewall rules, services, and configuration management
• VPN configuration and management

Virtualization & Infrastructure

• Hyper-V and/or VMware vSphere / ESXi
• Azure cloud platform experience
• Network printer management and deployment

Scripting & Automation

• PowerShell - scripting, automation, and administrative tasks
• Bash and/or Python a plus

Professional Skills

• Exceptional written and oral communication skills
• Strong analytical and complex problem-solving ability
• Demonstrated mentorship or leadership experience
• Strong documentation habits and attention to detail
• Ability to work autonomously on high-stakes issues with minimal supervision
• Excellent interpersonal skills - rapport-building, active listening, targeted questioning, * MSP (Managed Service Provider) experience - highly preferred
• SonicWall firewall administration
• Ubiquiti networking equipment
• HaloPSA ticketing platform
• ScreenConnect / remote access tools
• NinjaRMM
• Cove Data Protection/backup solutions
• Familiarity with ITSM & ITIL frameworks

Who We're Looking For

The ideal candidate is not just a highly skilled technician - they are a force multiplier for the team around them. You thrive when handed the hardest problems, take ownership until resolution, and then turn around to make sure the experience makes everyone better. You bring both the horsepower to solve what others can't and the patience and communication skills to bring your colleagues along for the journey.

If you are energized by challenge, passionate about building others up, and ready to be the technical backbone of a Help Desk department, we want to hear from you.

Job Type: Full-time

Pulled from the full job description

• 401(k)
• Health insurance
• Paid time off
• Vision insurance
• Dental insurance, * 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance