Senior Systems Specialist

The Senior Systems Specialist reports to the IT Supervisor and serves as the primary technical escalation resource between frontline support, systems administration, and IT leadership. This role owns complex Tier 2 and Tier 3 support issues, mentors support personnel, and assists with smaller IT projects. The position is intended for an experienced, hands-on professional who can contribute quickly with minimal onboarding.

*7+ years of progressive IT experience supporting users, endpoints, systems, and business applications.

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*Demonstrated ability to independently resolve complex Tier 2 and Tier 3 technical issues.

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*Hands-on experience with Microsoft 365, Entra ID / Active Directory, Exchange Online, Teams, Windows endpoints, and endpoint management technologies.

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*Working knowledge of networking, Windows Server, cloud services, identity and access management, hardware, and business applications.

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*Experience mentoring technical staff or serving as a senior escalation resource.

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*Experience leading smaller technology projects or technical workstreams.

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*Strong troubleshooting, documentation, customer service, and written and verbal communication skills.

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*Ability to work independently, manage competing priorities, and drive work through completion with limited supervision.

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*Construction, field service, or multi-location support experience is preferred.

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*Experience with Intune, Autopilot, VMware, cybersecurity tools, Dynamics 365, Power Platform, ERP, or CRM platforms is preferred.

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*Relevant Microsoft, VMware, CompTIA, ITIL, or security certifications are preferred.

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*Must have a valid driver’s license and be authorized to work in the United States.

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Typical Duties

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Technical Support & Escalations

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*Serve as the primary escalation point for complex Tier 2 and Tier 3 incidents and service requests.

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*Take ownership of advanced issues from diagnosis through resolution, communication, documentation, and follow-up.

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*Troubleshoot Microsoft 365, Entra ID / Active Directory, Exchange Online, Teams, Intune, Windows endpoints, networking, hardware, servers, and business applications.

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*Perform root-cause analysis on recurring issues and recommend long-term corrective actions.

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*Provide advanced support for office, field, executive, and business-critical technology needs.

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Team Support & Development

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*Mentor frontline IT personnel through troubleshooting, ticket review, and knowledge sharing.

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*Improve ticket ownership, escalation practices, user communication, and resolution documentation.

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*Create and maintain knowledge base articles, standard operating procedures, and technical guides.

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*Identify training and process improvements that reduce repeat escalations.

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Systems & Project Support

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*Assist with onboarding and offboarding, access, licensing, authentication, permissions, and device provisioning.

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*Support endpoint deployments, upgrades, patching, maintenance, and day-to-day systems administration activities.

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*Lead smaller IT projects and contribute to larger infrastructure, cloud, cybersecurity, endpoint, and business systems initiatives.

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*Coordinate with vendors and internal stakeholders, communicate progress, and escalate risks or blockers as appropriate.

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*Identify opportunities for automation, standardization, self-service, and improved operational efficiency.

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Communication & Planning

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*Communicate technical information clearly to technical and nontechnical audiences.

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*Prioritize incidents, requests, and project assignments based on urgency and business impact.

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*Maintain positive working relationships with employees, vendors, and business groups.

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*Exercise sound judgment regarding when to resolve an issue directly, engage a vendor, or escalate to the appropriate owner.

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