Lead IT Technician

Ativesite; Austin (TX); In loco; USD 90.000 - 120.000; Tempo pieno

Vantaggi offerti da questo lavoro

Medical Insurance

Dental Insurance

Vision Insurance

Time Off PTO

Parental Leave

401(k) plan

Stock Options

Life Insurance

Disability Insurance

Pet Insurance

Free lunch

Unlimited drinks & snacks

Descrizione del lavoro

Saronic Technologies is seeking a Lead IT Technician to join as the senior hands-on member of the IT support team. You will lead day-to-day operations, mentor junior staff, and drive ticket quality and project delivery across hardware, software, and network domains.

The role emphasizes a strong customer mindset, effective prioritization, and clear communication with stakeholders. You will plan deployments, manage access workflows, and uphold security practices while coordinating with

Competenze

• 5+ years of IT experience with senior/lead escalation
• Experience deploying Mac and Windows devices with Intune/Jamf
• Strong troubleshooting across hardware, software, network, and identity
• Experience administering identity and access platforms (Azure AD/Microsoft Entra ID)
• Ability to plan work, prioritize tasks, and meet deadlines in fast-paced environments
• Excellent written and verbal communication; able to explain technical issues to non-technical users
• Experience with helpdesk and ticketing systems and reporting

Mansioni

• Serve as senior escalation point for hardware, software, and network issues
• Triages and prioritizes tickets to ensure team coverage
• Own device deployments end-to-end (imaging, enrollment, MDM, refresh, decommission)
• Mentor associates and technicians through coaching and onboarding
• Plan and lead IT support projects, migrations and upgrades
• Maintain documentation, runbooks, and knowledge base to resolve issues first contact
• Analyze ticket trends to identify recurring problems and fixes
• Manage user access workflows (provisioning/deprovisioning) and permissions
• Ensure adherence to security practices (data protection, patching)
• Maintain IT asset inventory and vendor coordination
• Collaborate with cross-functional teams for excellent service delivery

Conoscenze

IT leadership

Mac & Windows deployment

Endpoint troubleshooting

Identity & access mgmt

Project planning

Clear communication

Helpdesk & ticketing

Strumenti

Intune

Jamf

Descrizione del lavoro

Saronic Technologies is a leader in revolutionizing autonomy at sea, dedicated to developing state-of-the-art solutions that enhance maritime operations through autonomous and intelligent platforms.

Job Overview

Saronic is seeking an experienced and highly organized Lead IT Technician. This role is the senior hands‑on technician on the IT support team, responsible for leading day‑to‑day support operations, while serving as the primary escalation point for complex technical issues. The ideal candidate will have a strong customer experience mindset, sound judgment under pressure, and the ability to plan and prioritize work in a fast paced environment. You will be responsible for reinforcing the daily work priorities for the support team, mentoring Associate and mid‑level technicians, driving ticket quality and resolution times, and leading support projects from planning through completion.

Responsibilities

• Serve as the senior technical escalation point for hardware, software, and network issues, including desktops, laptops, servers, printers, and mobile devices.

• Take the lead over the ticket queue: triage and validate incoming tickets are progressing, set priorities, and ensure coverage is maintained for your team.

• Own device deployments end to end, including imaging, zero‑touch enrollment, MDM configuration, refresh cycles, and decommissioning.

• Mentor Associate and IT Technicians through hands‑on coaching, ticket quality reviews, and onboarding of new team members.

• Plan and lead IT support projects, migrations, and system upgrades: define scope, sequence the work, track progress, and communicate status to stakeholders.

• Maintain documentation, runbooks, and knowledge base articles so recurring issues can be resolved consistently at the first point of contact.

• Analyze ticket trends to identify recurring problems and drive the underlying fixes that reduce overall support volume.

• Administer and identify areas of improvement for user access workflows, including provisioning, deprovisioning, group membership, and permissions.

• Ensure adherence to security best practices, including data protection, access control, endpoint compliance, and patching.

• Maintain IT asset and inventory accuracy, including stock levels, hardware lifecycle, and vendor coordination for repairs and procurement.

• Work closely with cross‑functional teams and senior IT staff to provide an excellent experience in support of the business.

Qualifications

• At least 5 years of relevant IT experience, including time as a senior technician, lead, or escalation point.

• Demonstrated experience with Mac and Windows device deployments, including endpoint management tooling such as Intune, Jamf.

• Advanced troubleshooting ability across hardware, software, networking, and identity or access-based issues.

• Experience administering identity and access platforms such as Microsoft Entra ID or Active Directory, including group and license management.

• Proven ability to plan work, prioritize competing tasks, and meet commitments in a fast‑moving environment.

• Excellent written and verbal communication skills, with the ability to explain technical issues to non‑technical users and set clear expectations.

• Experience with helpdesk and ticketing systems, including reporting on queue health and team performance.

Physical Demands

• Prolonged periods of sitting at a desk and working on a computer

• Occasional standing and walking within the office

• Manual dexterity to operate a computer keyboard, mouse, and other office equipment

• Visual acuity to read screens, documents, and reports

• Occasional reaching, bending, or stooping to access file drawers, cabinets, or office supplies

• Lifting and carrying items up to 20 pounds occasionally (e.g., office supplies, packages)

Benefits

Medical Insurance: Comprehensive health insurance plans covering a range of services

Saronic pays 100% of the premium for employees and 80% for dependents

Dental and Vision Insurance: Coverage for routine dental check‑ups, orthodontics, and vision care

Saronic pays 100% of the premium under the basic plan for employees and 80% for dependents

Time Off: Generous PTO and Holidays

Parental Leave: Paid maternity and paternity leave to support new parents

Competitive Salary: Industry‑standard salaries with opportunities for performance‑based bonuses

Retirement Plan: 401(k) plan with company match

Stock Options: Equity options to give employees a stake in the company’s success

Life and Disability Insurance: Basic life insurance and short‑and long‑term disability coverage

Pet Insurance: Discounted pet insurance options including 24/7 Telehealth helpline

Additional Perks: Free lunch benefit and unlimited free drinks and snacks in the office

Saronic does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.

We are also committed to providing reasonable accommodations for qualified individuals with disabilities.

Saronic CCAA Notice for Candidates and California Employees

If this role is based in the United States, it requires access to export-controlled information or items that require “U.S. Person” status. As defined by U.S. law, individuals who are any one of the following are considered to be a “U.S. Person”: (1) U.S. citizens, (2) legal permanent residents (a.k.a. green card holders), and (3) certain protected classes of asylees and refugees, as defined in 8 U.S.C. 1324b(a)(3).

Saronic does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.

We are also committed to providing reasonable accommodations for qualified individuals with disabilities.