Senior IT Technician

Reports to: IT Manager | Support level: Tier 2 | Position type: Full-time

Position Overview

We are seeking a Senior IT Technician to provide Tier 2 technical support and serve as the primary escalation point for Tier 1 support. This role handles advanced troubleshooting across endpoints, Microsoft 365, identity, networking, business applications, security tools, and infrastructure. The position also mentors Tier 1 support, improves documentation, and assists with technology projects across company locations.

What You Will Do

• Serve as the primary Tier 2 escalation resource for the IT Technician and resolve complex incidents through completion.
• Troubleshoot advanced Windows, macOS, hardware, application, endpoint, printer, and conferencing-system issues.
• Administer and support Microsoft 365, Exchange Online, Teams, SharePoint, OneDrive, Microsoft Entra ID, licensing, MFA, and user access.
• Support Microsoft Intune enrollment, compliance policies, application deployment, endpoint configuration, patching, and device lifecycle management.
• Troubleshoot wired and wireless networks, VPNs, DNS, DHCP, VLANs, switches, access points, firewalls, and ISP connectivity under approved procedures.
• Support servers, virtual systems, cloud services, backups, and infrastructure monitoring as assigned.
• Resolve advanced ERP, CRM, Power BI, ChatGPT, and business-application issues; investigate email and account-security incidents.
• Perform root-cause analysis, identify recurring trends, and maintain procedures, diagrams, standards, and knowledge-base articles.
• Assist with new-location deployments, infrastructure upgrades, equipment refreshes, change management, and IT projects.

What We Are Looking For

• Four to seven years of IT support, systems administration, network support, or similar experience preferred.
• Strong knowledge of Windows environments and Microsoft 365 administration.
• Experience with Microsoft Entra ID, Intune, endpoint management, identity, and access troubleshooting.
• Working knowledge of TCP/IP, DNS, DHCP, VLANs, VPNs, switches, wireless networks, and firewalls.
• Experience supporting servers, cloud platforms, backups, and business applications, with strong analytical and communication skills.
• Experience mentoring junior technical staff; Microsoft, CompTIA Network+, Security+, or similar certifications are beneficial.

Role Expectations

This position reports to the IT Manager, works closely with the Tier 1 IT Technician and system owners, and may require travel between company locations. Occasional after-hours support may be needed for outages, upgrades, deployments, or security incidents.

Benefits

Champagne Metals offers a competitive benefits package that includes:

• Multiple medical, dental, and vision insurance plan options.
• Tax-advantaged account options, including an HSA for eligible HDHP participants, a Medical FSA, and a Dependent Care FSA.
• Fifteen (15) days of paid time off each year.
• Company-paid Long-Term Disability insurance.
• Company-paid Life Insurance and Accidental Death and Dismemberment (AD&D) coverage.
• A 401(k) retirement plan with a 100% employer match on employee contributions up to 5% of pay and immediate vesting.

Work Authorization and Location Requirements

• Applicants must be authorized to work in the United States without requiring employer-sponsored visa assistance now or in the future. Champagne Metals does not provide employment visa sponsorship for this position.
• This is a 100% on-site position. Remote and hybrid work arrangements are not available.

Compensation: Compensation is commensurate with experience and will be determined based on the selected candidate's qualifications, skills, and relevant experience.