Senior IT Support Technician

Ascent Aerospace is hiring a Senior IT Support Technician to serve as the highest individual contributor level in its IT support track. This onsite role in Macomb, MI supports users across all Ascent Aerospace sites, with the position based in Macomb or Lake Orion, Michigan. You will act as a primary technical escalation point and lead resolution efforts for complex, critical IT issues while driving improvements to systems, processes, and the overall user experience.

Role focus

• Serve as a top-tier escalation point, resolving the most complex, critical, and systemic client PC and software usage problems, often requiring advanced diagnostics and vendor engagement.
• Lead complex problem resolution and contribute to system optimization across end-user environments.
• Develop and implement best practices for help desk request handling, optimizing the support queue for efficiency and user satisfaction.
• Provide advanced administration and troubleshooting for VoIP systems, including optimization and new feature implementation.
• Architect and implement backend client services, including advanced antivirus configurations, complex user access management, and network administration tasks such as VLAN assignments and basic routing troubleshooting.
• Deliver expert-level support for client/server applications, including in-depth troubleshooting, performance optimization, and development of advanced training materials.
• Plan and execute significant application changes and deployments to ensure seamless integration, compliance, and minimal user impact.
• Build proactive strategies to eliminate downtime through preventive maintenance, predictive analysis, and contributions to disaster recovery planning for end-user systems.

Leadership and cross-team collaboration

• Act as primary subject matter expert and technical lead for integrated third-party applications (including Microsoft Office, CATIA, AutoCAD, and others), providing advanced troubleshooting and guiding junior staff.
• Define and champion a culture of exceptional customer service by identifying systemic issues affecting users and leading improvements to user experience.
• Collaborate strategically across the organization as a trusted technical advisor, proposing IT solutions aligned with core business objectives.
• Work independently and professionally, often leading projects or complex issue resolution with minimal supervision.
• Provide formal and informal mentorship, training, and technical guidance to IT Support Technician 1, 2, and 3.
• Contribute to the development of IT policies, procedures, and documentation.

Requirements

• Education: High School Diploma or Equivalent
• Experience: 5+ years
• Progressive experience in IT support with significant experience in a lead or senior role.
• Expert-level knowledge and troubleshooting skills for Windows desktop operating systems and complex software environments.
• Deep expertise with Microsoft Office and experience with specialized business-critical applications (e.g., CAD, DNC) in a manufacturing environment.
• Proven leadership in deploying and managing desktop imaging solutions.
• Expert-level knowledge of enterprise Anti-Virus/Anti-Malware and endpoint security solutions, including threat analysis and remediation.
• Advanced proficiency with remote management and diagnostic tools.
• Expert-level experience supporting and managing a diverse range of mobile devices and peripherals in an enterprise setting.
• Demonstrated ability to lead IT projects related to end-user support, system upgrades, or new technology rollouts.
• Mentorship experience.
• Experience in a manufacturing and engineering environment.

Preferred qualifications

• Bachelor’s degree in information technology or another related field
• Certifications: CompTIA A+, Net+, Security+
• Ability to work collaboratively with a team across multiple sites
• Ability to manage multiple tasks and competing priorities
• Ability to write clear technical and end-user documentation
• Basic knowledge of ITIL processes is a plus
• Familiarity with Microsoft 365 GCC High tenant environments
• Experience supporting aerospace, defense, or regulated manufacturing environments

Technologies

• Windows
• Microsoft Office
• VoIP
• CATIA
• AutoCAD
• VLAN
• Anti-Virus
• Anti-Malware
• ITAR
• CAD
• DNC
• Microsoft 365 GCC High

Benefits

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Short- and Long-Term Disability Insurance
• Life Insurance
• AD&D Insurance
• PTO
• 401k Match

Travel and working conditions

• Some travel between sites will be required, primarily between Macomb and Lake Orion, MI.
• Typically sits for extended periods at a computer workstation.
• May access and work in the manufacturing plant, where eyewear is mandatory; safety shoes are recommended.
• May be exposed to moving mechanical parts, fumes and airborne particles, vibration, and occasionally caustic chemicals.
• Noise level is usually moderate.
• May be required to travel to other site locations during the work day.
• May be required to work weekends to meet department and business demands.

Physical demands

• Vision abilities required: close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
• Must be able to sit, climb, balance, stoop, kneel, crouch, or crawl.
• Must be able to see, talk, hear, touch, feel, and reach with hands and arms.
• Must be able to frequently walk and stand for short periods of time.
• Must be able to lift and move up to 35 lbs, and occasionally lift and move objects up to 50 lbs.

Special requirements

• Employment is contingent upon successfully passing an employee reference check, criminal background check, and drug screening.
• This position requires use of information subject to the International Traffic in Arms Regulations (ITAR). All applicants must be U.S. persons within the meaning of ITAR, defined as a U.S. Citizen or U.S. Permanent Resident (Green Card Holder).

Ascent Aerospace does not seek or accept unsolicited resumes or offers from third party recruiters or staffing agencies. Any unsolicited information is treated as unencumbered and fee-free, and only Human Resources team members have authority to engage or authorize recruiting services.