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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Support Technician - **Company:** Synergetics Diversified Computer Services, Inc. - **Location:** United States - **Experience:** Expert - **Salary:** $75,000.0 - $85,000.0 - **Contract:** Permanent contract - **Skills:** Confluence, Knowledge Management, Windows PowerShell, Runbook, Scripting, Information Technology, 3-tier Architectures - **Published:** September 22, 2026 - **Apply:** https://www.thejobnetwork.com/job/73f5057b-901c-4436-8cec-c2fc55f819d2/senior-support-technician ## About the Role * Deep troubleshooting expertise across enterprise networking, Windows Server, Microsoft 365, Azure and Entra ID, virtualization, backup and disaster recovery, and security tooling * Skill in installing, repairing, and maintaining network and infrastructure equipment * Strong analytical thinking, problem-solving, and root-cause analysis skills * Excellent verbal and written communication with the ability to lead technical bridges and post-incident reviews * Proficiency with ConnectWise PSA, ConnectWise RMM (Automate), IT Glue, Confluence, and scripting for automation (PowerShell) * Strong working knowledge of ITIL practices, including incident, problem, change, and continual improvement * Coaching and mentoring aptitude with the ability to develop technical range in Support Technician I and II peers * Ability to hold documentation and quality standards without becoming a bottleneck Education and Experience: * Bachelor's degree in Computer Science, Information Technology, related field, or equivalent experience * 7+ years support experience Certifications: * Relevant Microsoft, ConnectWise, and security certifications are encouraged; a minimum of one new proctored industry certification per year is expected ## Description * Lead high-severity incident response, including P1 and major incident scenarios, providing technical direction and coordinating the response across Service Desk, NOC, Professional Services, and vendor resources per the Incident Management Policy * Execute root-cause fixes from Problem Management, including complex remediation, known error resolution, and post-incident preventive work per the Problem Management Policy * Own maintenance and improvement of Service Desk runbooks, technical standards, and knowledge base content in Confluence and IT Glue, and retire stale or contradictory documentation * Drive automation improvements that reduce recurring toil, including scripting standard fixes, tuning RMM automation, and identifying candidate procedures for automation-first delivery * Provide structured technical coaching and enablement across Support Technician I and II, including pairing on complex tickets, reviewing knowledge articles, and leading technical training sessions on newly documented procedures * Contribute to Problem Management as an investigator when Tier 3 investigation is required for individual client problems and when master Problem records are opened for cross-client patterns, per the Problem Management Policy * Model ticket documentation, time entry, and closure standards for the Service Desk * Partner with the Service Desk Manager on Continual Improvement Register (CIR) items and service improvement plans * Represent the Service Desk in cross-practice coordination with Professional Services, NOC, and vCIO on shared work, transitions, and improvement initiatives * Maintain accurate ticket documentation, time entry, and schedule in ConnectWise PSA * Participate in the weekly on-call rotation, providing after-hours coverage as backup to Endeavor IT's third-party after-hours service ## Related Videos - [Technical Documentation - How Can I Write Them Better and Why Should I Care?](https://www.wearedevelopers.com/videos/681-technical-documentation-how-can-i-write-them-better-and-why-should-i-care) - [JavaScript? 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