Job Summary The Senior IT Support Technician oversees overall desktop operations, support functions, and security. This support includes overseeing day-to-day floor operations, ensuring the completion of necessary trouble tickets, submitting reports as required, and guaranteeing adequate levels of support to users and peers. They will lead their peers in demonstrating a high level of performance and customer service and lead initiatives and projects as assigned. In addition, this position assists with special projects, research, and improvement initiatives, coordinating with supervisors, managers, and business managers. Duties and Responsibilities -Establish and maintain a standardized desktop environment, mobile environment, and support program. Utilizing sysprep’d image creation and Microsoft autopilot. -Establish and maintain an endpoint management program for Operation Systems, Applications, and Security. -Manage security responsibilities, including endpoint OS firewalls, MDM systems, and other security devices. -Lead projects as assigned and deliver results on time and within budget. -Maintain a high level of customer service with a desire to help others, providing quick and effective assistance. - Explain technical issues in simple terms. - Evaluate hardware and software and maintain knowledge of current technologies. - Record and maintain the asset management database for all desktop equipment and software. - Document all endpoint installations and provide technical training to end-users. - Maintain and assist end-users with best-practice data management. - Partner with other IT groups on issues pertaining to the IT Support environment. - Maintain a high level of detail and prioritize technical versus non-technical issues. - Maintain stated SLA and delivery goals. - Develop and sustain an industry best practice related to desktop life-cycle. - Develop solutions and management practices for IT support. - Remain current with ever-changing technology. -Perform on-call rotation for 2-3 months per year. - Work outside of regular business hours and on weekends as needed Education and Experience - Associate's degree in Computer Science or a related field or an equivalent combination of related education, training, or experience highly preferred. - 1 year of experience supporting enterprise production environments is required. - 2 years of information technology experience is required. - Background in desktop support and experience with customer service. - Expert-level troubleshooting skills and experience with end-user devices and workstation operating systems/hardware. - Knowledge of PC hardware, Mac OS, Microsoft OS, and Office Suites. - Experience with trouble ticket accounting tools preferred. Certifications & Other Requirements -Possess and maintain a current, valid driver's license in state of residence and demonstrate safe and responsible operation of motor vehicles. Must be insurable under the company's insurance policy. -Posses an A+, N+, Security +, IT Fundamentals, Microsoft Azure, and/or Microsoft Certified Desktop Technician (MCDST) certification is preferred.