IT Support Tech, Senior

The Senior IT Support Technician provides Tier 2–3 technical support, acting as an escalation point while helping maintain stability across systems and infrastructure. This onsite role in Tucson, AZ also includes mentoring junior technicians and contributing to documentation, training, and ongoing process improvements.

Key Responsibilities

• Deliver Tier 2–3 support for complex hardware, software, and networking issues.
• Act as an escalation resource for junior technicians and cross-functional teams.
• Resolve service requests promptly and proactively identify root causes.
• Configure desktops, laptops, mobile devices, and peripheral systems to enterprise standards.
• Support infrastructure covering LAN/WAN, Wi-Fi, VOIP, and endpoint security tools.
• Coordinate with system administrators and network engineers on performance optimization.
• Create and maintain detailed technical documentation, SOPs, and support resources.
• Develop user-facing materials to improve engagement with IT services.
• Contribute to training and mentorship for junior team members.
• Provide onsite technical support across HQ and field locations.
• Assist with special projects, including deployments, upgrades, and system rollouts.

Required Qualifications

• High school diploma or GED required; bachelor’s degree or higher in IT or related field preferred.
• Minimum 5+ years in IT support or technical service roles.
• Experience supporting Windows, macOS, mobile platforms, and help desk systems.
• Proven ability to lead issue resolution independently and guide others.
• Advanced troubleshooting across hardware, software, and network layers.
• CompTIA A+, CompTIA Data Sys, or CompTIA Network+ (or comparable certification).
• Ability to work independently while mentoring junior colleagues.
• Excellent written and verbal communication for technical and non-technical audiences.
• Strong time management and organizational skills in dynamic environments.
• Commitment to continuous learning and process improvement.
• Ability to travel up to 25% out of home market.

Technology and Tooling Exposure

• Windows, macOS
• LAN/WAN, Wi-Fi, VOIP
• Endpoint security tools
• Help desk systems
• CompTIA A+, CompTIA Data Sys, CompTIA Network+

Benefits

• Excellent Benefits including medical, vision, dental, PTO, and 401k, etc.
• Career progression with a high growth.
• Modern office space in the heart of downtown Tucson.
• On-site Fitness Gym and Bike Share.
• Employee Game Room and Lounge.
• Free Unlimited Wash Club Membership.

Location and Work Arrangement

Tucson, AZ (onsite).

Additional Note

The job duties above provide a general sense of the role; additional duties may be assigned as necessary.