Senior Systems Support Technician
Core
Senior Systems Support Technician providing advanced technical support, analyzing service desk activities to identify recurring issues, and improving IT service management practices.
Role type
Senior IC systems support technician (service desk escalation & process improvement)
Builds
IT service management practices, endpoint management solutions, troubleshooting resources, and standardized operating procedures
Domain
Corporate IT / Service Management / Endpoint & Network Systems
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Advanced technical troubleshooting, incident analysis, process improvement, documentation creation, vendor liaison, asset management, change control, system configuration, hardware/software rollout planning, stakeholder communication
Preferred skills
None explicitly stated
Technologies
Ticketing systems, asset management tools, work management tools, workstations, kiosks, mobile devices, network systems, server systems, meeting room systems
Responsibilities
Analyze Service Desk activities to identify recurring issues and develop solutions; Create and maintain standard operating procedures and troubleshooting resources; Administer critical ticketing, asset, and work management tools; Configure and maintain employee-facing technology including workstations, kiosks, and mobile devices; Plan hardware rollouts and software releases; Provide guidance and training to other Service Desk technicians; Act as an escalation point for advanced or difficult requests
Seniority
Senior, hands-on IC with mentorship responsibilities