IT Sr Technician

Join our IT Infrastructure team as an IT Service Desk Analyst II, delivering critical technical support to end users across professional office and distribution environments. In this role, you will act as a key escalation point for complex hardware, software, and networking issues while helping drive asset management, hardware deployments, and system improvement projects., * Serve as an escalation point for technical issues originating from junior support members.

• Provide comprehensive support for Microsoft Windows, Apple macOS, and enterprise business applications.
• Troubleshoot and resolve software, hardware, peripheral, mobile device, and network-related issues (LAN, Wi-Fi, VPN, TCP/IP).
• Log, track, and manage incidents and service requests using modern ITSM platforms (e.g., Jira, ServiceNow, ServiceDesk Plus, FreshDesk).
• Install, configure, deploy, and maintain desktop/laptop hardware, terminals, peripherals, and mobile devices.
• Administer user accounts, security policies, and permissions across Active Directory, Microsoft 365 Admin Center, and Exchange Online.
• Assist with physical inventory control, asset tracking, procurement, and hardware disposal.
• Partner with IT security and infrastructure teams to ensure security policy compliance and system stability.
• Deliver end-user training on common applications and IT troubleshooting best practices.

REQUIRED QUALIFICATIONSHigh school diploma or GED equivalent.3+ years of dedicated experience in IT support, helpdesk, or service desk roles.Strong troubleshooting expertise across both Microsoft Windows and Apple macOS environments.Practical administrative experience with Active Directory, Microsoft 365 Admin Center, and Exchange Online.Hands-on experience utilizing IT Service Management (ITSM) ticketing tools (e.g., Jira, ServiceNow, FreshDesk, or ServiceDesk Plus).Solid foundational understanding of networking principles (TCP/IP, LAN, wireless, VPN).Ability to lift up to 50 lbs independently and perform physical workstation setups.PREFERRED QUALIFICATIONSRelevant IT certifications such as CompTIA A+, ITIL, or Microsoft 365 Certified.Familiarity or exposure to Microsoft Azure, Entra ID, and Windows AutoPilot.Working knowledge of virtualization environments, backup/recovery systems, and IT security protocols.

skills:

Active Directory,Apple macOS,desktop/laptop,backup & recovery,AutoPilot,desktops,enterprise applications,IT systems,IT infrastructure,IT projects,inventory tracking,Jira,laptops,LAN,Microsoft Azure,Microsoft 365,Networking Fundamentals,peripherals,ServiceNow,configuring,TCP/IP,user accounts,user account management,VPN,wireless networking,FreshDesk,Troubleshoot,Collaboration,Administration,end-user training,Install,asset management,CompTIA A+ certification,data protection standards,Helpdesk,IT asset management,IT security best practices,ITSM,ITIL Certification,incident management,ITIL,installing,Microsoft 365 Certified,mobile devices,operating systems,printers,procurement,Ensure compliance,security,security policies,IT security policies,inventory,inventory control,Inventory Management,providing technical support,technical support,Service Desk