Technical Support Technician

Role overview

This is a senior technical support role for a candidate based in the United States. The hiring company is being represented by a partner organization, which will handle applications and the next stages of the process.

The position centers on solving complex end-user computing problems in both Windows and macOS environments. You will be the go-to escalation contact for issues that frontline support cannot resolve, owning cases from initial diagnosis through final closure. Alongside troubleshooting, the role also includes problem management, automation, software packaging, and other efforts that improve stability and efficiency.

In addition to resolving incidents, you will help strengthen the team by mentoring junior technicians, sharing practical support methods, and working with internal IT groups and external vendors to keep technology services dependable, secure, and efficient in a fast-moving corporate setting.

Accountabilities

• Act as the main escalation contact for difficult desktop support issues on Windows and macOS devices, and ensure incidents are handled promptly and fully.
• Investigate, diagnose, and fix advanced issues affecting operating systems, enterprise software, and end-user computing tools.
• Own escalated tickets from start to finish, making sure actions taken, root causes, and resolutions are clearly recorded in the ticketing platform.
• Spot repeat problem patterns and support initiatives that aim to prevent future incidents and improve overall system reliability.
• Take part in IT initiatives such as automation, application packaging, deployments, and endpoint enhancement work.
• Work with hardware and service vendors for repairs, installs, maintenance, and lifecycle management of devices and equipment.
• Guide junior technicians by coaching troubleshooting approaches and sharing proven support practices.
• Help maintain secure, stable, and efficient IT operations across the organization.

Requirements

• At least 3 to 6+ years of experience in corporate IT or desktop support, preferably supporting enterprise Windows and macOS environments.
• An associate or bachelor’s degree in Computer Science, Information Technology, or a related discipline, or equivalent practical experience.
• Relevant certifications such as CompTIA A+, ITIL, JAMF, or Microsoft credentials; Azure or M365 certifications are preferred.
• Strong working knowledge of Windows and macOS, including troubleshooting hardware, software, and performance-related issues.
• Experience with enterprise platforms such as Microsoft 365, Azure, Tanium, or similar tools.
• Practical use of ticketing systems like ServiceNow or comparable platforms for incident tracking and resolution.
• Ability to analyze root causes and deliver long-term fixes rather than temporary workarounds.
• Experience coaching or supporting junior team members is highly desirable.
• Clear communication skills with the ability to explain technical concepts to both technical and non-technical audiences.
• Strong collaboration, organization, and attention to detail in a high-paced support environment.
• Understanding of IT security principles and best practices for protecting corporate systems and data.

Benefits and compensation

The role offers an estimated annual salary range of $51,881 to $117,348, depending on location and experience. Most positions provide remote flexibility within the United States.

• Medical, dental, vision, life, and pet insurance coverage.
• 401(k) retirement plan with company matching.
• Paid time off, including vacation, sick leave, holidays, and volunteer time.
• Performance-based incentives and bonus opportunities.
• Education support and continued professional development.
• Mental health resources and wellbeing-focused support programs.
• An inclusive, engaging workplace with recognition programs and career growth opportunities.

Application and privacy details

The application process is managed by the partner company on behalf of the employer, and that partner will oversee reviews, interviews, assessments, and next steps. Applications are assessed through an AI-assisted matching process designed to review candidates fairly against the core requirements. Personal data may be processed to evaluate candidacy and shared with the hiring employer in line with applicable data protection laws. AI tools may be used to support parts of the recruitment workflow, but final hiring decisions remain human-led.