Lead IT Support Tech: Incident Response & Automation

Endeavor; Grand Rapids (MI); On-site; USD 75,000 - 85,000; Full time

Benefits offered by this job

401k match up to 6%

Medical

Dental

Vision

Life Insurance - 3x salary

Long-term Disability

Short-term Disability

Access to financial planning

EAP

Holidays

PTO

Job summary

Endeavor IT is seeking a Senior Support Technician to provide technical leadership on the Service Desk, drive high-severity incident response, and deliver root-cause fixes through Problem Management. You will coach junior techs, improve runbooks, and contribute to automation and knowledge management across the team.

The role emphasizes collaboration with Service Desk, NOC, and vendors, with a focus on reducing escalations through robust procedures and proactive enablement materials.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, related field or equivalent experience.
• 7+ years of support experience.
• Microsoft certifications encouraged; annual proctored certification expected.

Responsibilities

• Lead high-severity incident response (P1/majors) and coordinate across Service Desk, NOC, and vendors.
• Execute root-cause fixes from Problem Management and post-incident preventive work.
• Maintain and improve Service Desk runbooks, standards, and knowledge base content.
• Drive automation to reduce recurring toil and improve procedures.
• Mentor and coach Support Tech I/II and lead technical training.
• Document tickets, time entries, and close with quality standards.

Skills

Networking

Windows Server

Microsoft 365

Azure/Entra ID

Virtualization

Backup & DR

Security tooling

Analytical thinking

Communication

Coaching/mentoring

Education

Bachelor's degree in CS/IT or related field

Tools

ConnectWise PSA

ConnectWise RMM

IT Glue

Confluence

PowerShell

Job description

Endeavor IT is seeking a Senior Support Technician to provide technical leadership on the Service Desk, drive high-severity incident response, and deliver root-cause fixes through Problem Management. You will coach junior techs, improve runbooks, and contribute to automation and knowledge management across the team.

The role emphasizes collaboration with Service Desk, NOC, and vendors, with a focus on reducing escalations through robust procedures and proactive enablement materials.