Information Systems Senior Support Technician

The Stellar Group; Jacksonville (FL); Hybrid; USD 70,000 - 100,000; Full time

Benefits offered by this job

Remote & hybrid

PTO 120h

Health insurance

401(k) match

Life & disability insurance

Job summary

The Stellar Group is seeking an Information Systems Senior Support Technician to provide advanced tech support across hardware, software, mobile devices, and networks. You will diagnose complex issues, manage escalations, and maintain secure, well-documented systems.

You will lead initiatives, mentor technicians, and help plan long-term technology improvements while maintaining strong customer relationships and effective communication across all levels.

Qualifications

• 5+ years in a technical support role, preferably in information services.
• Bachelors degree in IT or related field, or equivalent experience.
• CompTIA A+, Microsoft certs or equivalent preferred.
• Extensive experience with Microsoft 365, Windows, AD, and deployment tools.

Responsibilities

• Deliver advanced technical support across hardware, software, mobile devices, peripherals, M365, and networks.
• Diagnose complex issues, identify root causes, and manage critical escalations.
• Install, configure, maintain, and secure supported systems and devices.
• Maintain documentation, inventory records, and procedures.
• Lead complex initiatives, manage priorities and risks, and deliver on commitments.
• Identify trends, improve support processes, and share best practices.
• Build trusted relationships and communicate across all levels.
• Train users, mentor technicians, delegate work, and provide oversight.
• Evaluate emerging tech and recommend improvements.
• Support strategic planning and long-term initiatives.
• Resolve conflicts constructively and stay effective under pressure.
• Demonstrate accountability, integrity, and sound judgment.
• Perform other duties as assigned.

Skills

Troubleshooting

Windows OS

Microsoft 365

Active Directory

GPOs

Intune

PowerShell

Hybrid identity

Network protocols

Remote support

Ticketing systems

Automation tools

Documentation

Mentoring

Education

Bachelor's degree in IT

CompTIA A+ certification

Microsoft certification

Tools

Intune

Admin portals

Automation platforms

Job description

Information Systems Senior Support Technician

Description

Key responsibilities include:

Deliver advanced technical support across hardware, software, mobile devices, peripherals, Microsoft 365, and networks.

Diagnose complex issues, identify root causes, and manage critical escalations.

Install, configure, maintain, and secure supported systems and devices.

Maintain accurate documentation, inventory records, and procedures.

Lead complex initiatives, manage priorities and risks, and deliver on commitments.

Identify trends, improve support processes, and share best practices.

Build trusted customer relationships and communicate effectively across all levels.

Train users, mentor technicians, delegate work, and provide technical oversight.

Evaluate emerging technologies and recommend improvements.

Support strategic planning and long-term support initiatives.

Resolve conflict constructively and remain effective under pressure.

Demonstrate accountability, integrity, discretion, and sound judgment.

Perform other duties as assigned.

Required Skills/Abilities:

Advanced troubleshooting across hardware, software, mobile devices, peripherals, and networks.

Strong knowledge of Windows, Microsoft 365, mobile platforms, ticketing systems, and remote-support tools.

Advanced Technical knowledge of Active Directory, GPOs, and hybrid identity

Strong knowledge of Microsoft Intune, application packaging, and enterprise software deployment.

Strong knowledge of endpoint patch management

Advanced Knowledge of enterprise network protocols, DNS, and DHCP

Knowledge of mapped drives and NTFS permissions

Excellent communication, customer service, and relationship-building skills.

Strong knowledge developing, maintaining, and troubleshooting PowerShell and batch scripts to automate software deployment, system configuration, and routine support tasks.

Strong analytical judgment, problem-solving, and decision-making skills.

Ability to lead complex initiatives, manage priorities, and work independently.

Adaptability, resilience, accountability, integrity, and discretion.

Effective conflict resolution, negotiation, and collaboration skills.

Ability to train, mentor, delegate work, and provide technical oversight.

Ability to support strategic planning and recommend technology improvements.

Proficiency in peripheral management and inventory systems.

Ability to work independently, collaborate as part of a team, and guide less-experienced technicians.

Education/Experience:

Bachelors degree in information technology or a related field, or equivalent relevant experience.

Relevant certification such as CompTIA A+, Microsoft certification, or an equivalent credential is strongly preferred.

5+ years of experience in a technical support role, preferably in an information services support environment.

Demonstrated expertise in troubleshooting and resolving technical issues independently and effectively.

Extensive experience supporting Microsoft operating systems, Microsoft 365, and related software applications.

Advanced experience in all Microsoft Admin portals

Experience in automation platforms preferred

Experience supporting Apple and Android mobile operating systems and applications.

Strong analytical, decision-making, and problem-solving skills.

Travel Requirements:

Flexibility to travel on short notice for urgent business needs, to attend meetings, training, and events.

Maintain a professional demeanor and appearance during business trips.

Compliance with company travel policies and procedures.

Physical Requirements:

Ability to sit, stand, and walk for long periods of time

Ability to use a computer, phone, printer, scanner, and other office equipment.

Visual acuity for detailed work and computer use

Ability to lift, carry, and move up to 25 pounds of files, documents, and materials.

About Stellar:

Stellar offers a comprehensive package which includes:

• Competitive pay based on experience
• Remote & hybrid work options for many positions
• Paid Time Off accrue 15 days (120 hours) within first year of service
• Paid holidays
• Medical, dental, and vision insurance options
• Tax-advantaged accounts (HSA, FSA, Dependent Care FSA)
• Company-paid life and disability insurance
• 401(k) company match with immediate vesting

Stellar, headquartered in Jacksonville, FL, is a fully integrated firm focusing on design, construction, architecture, engineering, and mechanical services worldwide for over 30 years. Stellar combines a multitude of capabilities to create buildings and systems of exceptional long-term quality, value and efficiency. From food processing plants and healthcare facilities to refrigerated warehouses, automated production lines and beyond, we offer an integrated approach to meet all our clients needs.

Stellar is an Equal Opportunity Employer and does not discriminate against any applicants for employment based on their race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, physical or mental disability, genetic information, veteran status, uniformed servicemember status, or any other status protected by law.

Equal employment opportunity, including veterans and individuals with disabilities.