Senior IT Support Technician

Global Data Consultants is hiring a Senior IT Support Technician to provide advanced technical support within a managed services environment serving a diverse client base. In this onsite role in Chambersburg, PA, you will act as a Tier III escalation point while supporting end-user systems, cloud services, networking, and security-focused infrastructure.

Role Overview

You will deliver advanced troubleshooting across desktops, laptops, servers, mobile devices, and network-connected equipment. The position includes participation in an on-call rotation as required, along with responsibility for monitoring, documenting, and maintaining client systems to support performance and security.

Key Responsibilities

• Provide advanced technical support for desktops, laptops, servers, mobile devices, and network-connected equipment.
• Participate in an on-call rotation, as required.
• Serve as a Tier III escalation resource for complex technical issues.
• Administer and support Microsoft 365 environments, including Exchange Online, Teams, SharePoint, and OneDrive.
• Manage user accounts, permissions, and security policies within Active Directory and Microsoft Entra ID (Azure AD).
• Support and maintain Azure Virtual Desktop, cloud-based services, and hybrid environments.
• Troubleshoot and resolve issues involving Windows operating systems and Microsoft 365 applications.
• Troubleshoot and resolve issues involving networking equipment, wireless technologies, and VPN connectivity.
• Troubleshoot and resolve issues involving VoIP systems.
• Troubleshoot and resolve issues involving Printers and peripheral devices.
• Configure, install, and maintain firewalls, switches, wireless access points, and other network infrastructure.
• Perform onsite and remote support for client environments.
• Monitor, document, and maintain client systems to ensure optimal performance and security.
• Participate in technology deployments, upgrades, migrations, and infrastructure projects.
• Assist with cybersecurity initiatives and compliance efforts, including CMMC and security best practices.
• Create and maintain technical documentation, standard operating procedures, and client environment records.
• Mentor and provide guidance to junior support technicians.
• Collaborate with engineering, project, and procurement teams to deliver effective technology solutions.
• Manage service tickets and ensure timely resolution while meeting service level agreements (SLAs).

Required Qualifications

• 5+ years of IT support, systems administration, or managed services experience.
• Strong experience with Microsoft 365 administration and troubleshooting.
• Experience supporting Active Directory and Microsoft Entra ID environments.
• Experience troubleshooting Windows desktop and server operating systems.
• Knowledge of networking concepts, including TCP/IP, DNS, DHCP, VPNs, switching, and wireless technologies.
• Experience with ticketing and service management platforms.
• Strong customer service, communication, and problem-solving skills.
• Ability to prioritize multiple tasks in a fast-paced environment.
• Valid driver's license and ability to travel to customer sites as needed.

Technologies You Will Work With

• Microsoft 365, Exchange Online, Teams, SharePoint, OneDrive
• Active Directory, Microsoft Entra ID, Azure AD
• Azure Virtual Desktop
• VPNs, VoIP
• CMMC
• TCP/IP, DNS, DHCP
• Firewalls, switching, wireless access points, wireless technologies

Preferred Experience

• Experience in a Managed Service Provider (MSP) environment.
• Experience supporting Azure Virtual Desktop and cloud infrastructure.
• Experience with firewall management and network security.
• Familiarity with VMware or other virtualization platforms.
• Microsoft, CompTIA, Sophos, Cisco, or similar industry certifications.