Senior Information Technology Technician

Ektello; Phoenix (AZ); On-site; USD 70,000 - 100,000; Full time

Job summary

Ektello in Phoenix, AZ is hiring a Senior IT Technician responsible for advanced technical support across hardware, software, systems, and network issues. You will lead troubleshooting efforts, resolve complex incidents, and contribute to ongoing IT projects.

The role also includes mentoring junior technicians, ensuring IT standards, maintaining secure and reliable operations, and guiding colleagues through system updates and deployments.

Qualifications

• 4–6 years of IT support experience or similar.
• Advanced troubleshooting of Windows and macOS environments.
• Experience with device imaging, deployment, and lifecycle management.
• Experience with ticketing systems (ServiceNow, Jira, Zendesk).
• Documentation of support logs and inventory records.

Responsibilities

• Advanced Technical Support - Resolve escalated hardware, software, and network issues requiring senior-level expertise.
• Complex Troubleshooting - Diagnose multi-layer problems across OS, applications, connectivity, and peripherals.
• System & Device Administration - Configure, maintain, and optimize computers, mobile devices, and software.
• User Support & Guidance - Assist employees with advanced access issues and system navigation.
• Ticket & Incident Management - Manage high-priority tickets and ensure timely resolution with documentation.
• Maintenance & Updates - Patch, image, update, and perform routine health checks.
• Asset & Inventory Oversight - Lead hardware inventory, deployment, and lifecycle management.
• Network Support - Troubleshoot connectivity and assist with basic network configuration.
• Documentation - Maintain procedures and configuration records.
• Project Participation - Support IT projects such as upgrades and rollouts.
• Mentorship - Train junior technicians and provide technical leadership.
• All other duties as assigned

Skills

Advanced IT troubleshooting

Customer service

Time management

Documentation

Leadership

Education

Associate's or bachelor's degree in Information Technology or related field

Tools

ServiceNow

Jira

Zendesk

Imaging/deployment tools

Job description

• The Senior IT Technician provides advanced technical support and leads troubleshooting efforts for hardware, software, systems, and network issues across the organization. This role resolves complex incidents, oversees device lifecycle processes, supports system maintenance, and contributes to IT projects.
• The Senior IT Technician also mentors junior technicians, ensures adherence to IT standards, and helps maintain secure, reliable, and efficient technology operations. Responsibilities
• Advanced Technical Support - Resolve escalated hardware, software, and network issues requiring senior?level expertise.
• Complex Troubleshooting - Diagnose multilayer problems involving operating systems, applications, connectivity, and peripherals.
• System & Device Administration - Configure, maintain, and optimize computers, mobile devices, peripherals, and approved software.
• User Support & Guidance - Assist employees with advanced access issues, permissions, and system navigation.
• Ticket & Incident Management - Manage high priority tickets, ensure timely resolution, and maintain detailed documentation.
• Maintenance & Updates - Perform patching, imaging, updates, and routine equipment health checks.
• Asset & Inventory Oversight - Lead hardware inventory tracking, equipment deployment, and lifecycle management.
• Network Support - Troubleshoot connectivity issues, assist with basic network configuration, and support Wi‑Fi stability.
• Documentation - Maintain accurate procedures, configuration records, and support documentation.
• Project Participation - Support IT projects such as system upgrades, deployments, and technology rollouts.
• Mentorship - Train and guide IT Technician I and II staff, providing technical leadership and best practices.
• All other duties as assigned

Required Experience

• 4-6 years of experience in IT support, technical assistance, or help desk operations. Experience troubleshooting Windows and/or macOS environments at an advanced level. Experience resolving complex hardware, software, and network issues.
• Experience supporting device imaging, deployment, and lifecycle management. Experience with ticketing systems (ServiceNow, Jira, Zendesk, etc.).
• Experience maintaining technical documentation, support logs, and inventory records. Experience collaborating with IT engineers, administrators, and business teams.
• Skills Required
• Advanced Troubleshooting - Ability to independently diagnose and resolve complex IT issues.
• Customer Service - Strong communication and support skills for assisting end users. Hardware & Software Expertise - Deep understanding of operating systems, devices, and business applications.
• Time Management - Ability to manage multiple high?priority tickets and tasks. Documentation - Skilled in creating clear, accurate support notes and procedures. Collaboration - Works effectively with IT teams, vendors, and business stakeholders. Leadership - Ability to mentor junior technicians and support team development.
• EducationAssociate's or bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field.
• Equivalent experience may be considered
• Ability to mentor junior technicians and support team development.