Senior IT Support

The Senior IT Support Specialist is responsible for owning day-to-day IT operations, end-user support, and core systems administration across the organization. This role is designed for a highly capable IT generalist who can operate across a broad range of technologies, including Microsoft Applications, SaaS platforms, endpoint management, networking, and security, while delivering a high-quality end-user experience. The position serves as the primary point of contact for IT support and is expected to independently troubleshoot issues, manage access and systems, and drive continuous improvement. This role will also support the company's investment in automation and AI tools to improve efficiency and scalability across IT operations., * Serve as the primary point of contact for all IT support requests and help desk tickets

• Own the help desk queue end-to-end, including triage, prioritization, escalation, and resolution
• Troubleshoot and resolve issues across hardware, software, SaaS platforms, and network connectivity
• Ensure timely response and resolution in alignment with defined SLAs
• Provide hands-on, high-quality support to end users across the organization

Systems Administration & Access Management

• Administer and manage user access across all systems, including provisioning, deprovisioning, and role-based permissions
• Maintain users and licensing across all IT-managed platforms
• Ensure adherence to security protocols, access governance, and data protection standards
• Manage software licensing, user access, and optimization of SaaS environments

Device Management & IT Asset Ownership

• Manage the full lifecycle of IT assets, including procurement, configuration, deployment, maintenance, and decommissioning
• Maintain accurate inventory database and asset tagging systems
• Oversee purchasing of all hardware and software, ensuring alignment with budget, standards, and approved applications
• Manage company devices including laptops, tablets, MiFi, and cellular devices, including Verizon account administration

New Hire Enablement & Training (onboarding and offboarding)

• Provision and deprovision all employee equipment and system access
• Deliver new hire IT onboarding and training, ensuring a seamless and secure experience
• Partner cross-functionally to support efficient onboarding and offboarding processes
• End-User Experience & Enablement- Oversee provisioning and deprovisioning of employee devices and system access
• Provide guidance and support for end-user troubleshooting across all applications and systems
• Oversee support for printers, remote access, and end-user connectivity tools

IT Operations, Maintenance & Infrastructure

• Perform semi-annual IT maintenance, including application updates and compliance checks
• Ensure removal and prevention of unauthorized applications
• Support printer systems and remote printing services in alignment with vendor contracts
• Partner with vendors and internal stakeholders to support system performance and reliability

Security, Risk & Compliance

• Lead administration of IT security protocols, including endpoint protection, access controls, and vulnerability management
• Review and address findings from vulnerability scans, ensuring timely mitigation of risks
• Ensure compliance with internal controls, audit requirements, and data security standards
• Monitor and respond to potential security incidents or system vulnerabilities

AI Enablement & Technology Innovation

• Identify opportunities to leverage AI tools and automation to improve IT operations, reduce manual work, and enhance user support
• Evaluate and support implementation of AI-enabled platforms (e.g., help desk automation, workflow tools, knowledge base enhancements)
• Partner cross-functionally to introduce and support AI-driven solutions across the business
• Provide guidance and training to employees on adoption of AI tools and best practices
• Monitor effectiveness of AI implementations and recommend continuous improvements and optimizations

Infrastructure, Maintenance & Systems Optimization

• Oversee ongoing IT maintenance cycles, including system updates, device management, and application compliance
• Support and optimize network infrastructure, hardware performance, and system reliability
• Drive continuous improvement of IT systems and workflows to support business scalability

Project Leadership & Continuous Improvement

• Serve as project lead on IT initiatives, including system implementations, upgrades, and integrations
• Identify opportunities to automate processes, improve efficiency, and enhance user experience
• Develop and maintain IT documentation, SOPs, and knowledge base resources
• Perform other duties as assigned by management

• Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience)
• 5-7+ years of progressive IT experience, including systems administration and support
• Experience leading or owning IT operations and help desk functions
• Strong experience with Active Directory, Microsoft applications, device management, and user provisioning
• Knowledge of IT security practices, vulnerability management, and compliance standards
• Demonstrated ability to make independent decisions and manage competing priorities
• Strong communication and cross-functional collaboration skills

Physical Demands and Work Environment: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Work will be performed on laptop/computer primarily in an office environment. Some travel may be required. The position will require long hours on a computer keyboard and monitor with prolonged periods of standing and/or walking and/or sitting. Physical requirements include standing for long periods of time, walking, squatting, twisting, bending, reaching, and lifting, pushing, and lifting between 10-50lbs regularly.

Work Environment & Physical Requirements

• Office-based or hybrid role (3-4 days per week) with extended periods working on a computer
• Ability to lift and transport IT equipment (up to 25 lbs)
• Occasional travel to office or warehouse locations as needed
• May require flexibility outside standard hours for critical IT issues

Applicants for employment in the U.S. must possess work authorization which does not require sponsorship by the employer for a visa. The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. CALI recruitment policies are designed to place the most highly qualified people available in a timely and efficient manner. CALI may pursue all avenues available, including promotion from within, employee referrals, outside advertising, employment agencies, Internet recruiting, job fairs, college recruiting and search firms.