Senior IT Support Technician
Reasors Food Stores
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Benefits offered by this job
Job summary
HRM Enterprises in Hartville, OH, is seeking an IT Manager to lead the IT team, resolve escalated issues, and oversee Microsoft 365 administration across the organization.
You'll mentor IT Support Technicians, manage deployments, and drive cybersecurity and compliance efforts while coordinating cross-department IT projects. This full-time role requires strong troubleshooting, communication, and leadership skills.
Qualifications
- Proven IT Support Technician with mentoring experience.
- Experience with Microsoft 365 administration — Exchange Online, Teams, SharePoint, Security & Compliance Center.
- Experience with imaging, deployment processes, and equipment procurement.
- Strong hardware, software, and network troubleshooting skills including escalated issues.
- Proficiency with Windows OS and Microsoft applications.
- Excellent communication and interpersonal skills; ability to explain technical concepts clearly.
- Self-motivated, able to work independently and manage multiple projects; Saturday work availability.
Responsibilities
- Help Desk & Escalation: Prioritize and resolve escalated or complex tickets; serve as primary escalation point.
- Coach, train, and review IT Support Technicians and onboarding of new team members.
- Microsoft 365 Administration: user/license provisioning, Exchange Online, Teams, SharePoint, security settings.
- Equipment Procurement & Deployment: Procure IT equipment; image and build systems for users.
- Hardware & Software Support: Diagnose and resolve advanced issues; evaluate new tools.
- Network Support: Troubleshoot connectivity; coordinate with network resources on complex issues.
- IT Projects & System Rollouts: Lead planning and execution of deployments; cross-department liaison.
- Cybersecurity & Compliance: Enforce cybersecurity best practices and PCI compliance; assist with monitoring and incident response.
- Review footage and export video for internal use or law enforcement as needed.
Skills
Education
Tools
Job description
- Job Category Information Technology, HRM Enterprises
- Employee Type Full Time
Description
The Senior IT Support Technician is an experienced member of the IT team who resolves escalated technical issues, supports Microsoft 365 administration across the organization, and mentors IT Support Technicians. This role combines hands-on technical troubleshooting with team leadership — serving as the primary point of escalation and a key resource for the broader IT support function.
If you thrive on solving complex problems, enjoy helping others grow, and want to be part of a team that keeps a growing multi-location company running, this role is built for you.
Prioritize and resolve escalated or complex help desk tickets beyond Tier 1 scope; serve as the team's primary point of escalation.
Coach, train, and review the work of IT Support Technicians; support onboarding of new team members and strengthen overall team capability.
Support M365 administration including user and license provisioning, Exchange Online, Teams, SharePoint, and security and compliance settings.
Procure IT equipment; image and build systems for deployment to end users across the organization.
Diagnose and resolve advanced hardware and software issues; evaluate and recommend new tools and approved applications.
Troubleshoot connectivity issues beyond basic cabling; coordinate with network and infrastructure resources on more complex issues.
Lead planning and execution of system deployments and assigned IT projects; serve as the primary IT point of contact for cross-departmental initiatives.
Enforce cybersecurity best practices and PCI compliance; assist with security monitoring and incident response.
Review footage, research incidents, and export video files for internal use or law enforcement as needed.
- Proven experience as an IT Support Technician or similar role, with prior experience mentoring or informally leading other technicians
- Experience supporting Microsoft 365 administration — Exchange Online, Teams, SharePoint, and Security & Compliance Center
- Experience with equipment procurement, imaging, and system build and deployment processes
- Strong understanding of hardware, software, and network troubleshooting, including escalated or non-routine issues
- Proficiency with Windows operating systems and Microsoft applications
- Excellent analytical, communication, and interpersonal skills — including the ability to explain technical concepts clearly to non-technical staff
- Self-motivated, able to work independently, prioritize across a team's workload, and manage multiple projects simultaneously
- Must be available to work on Saturdays as needed
Associate degree in IT, Computer Science, Network Administration, or related field preferred
A+, Network+, or Security+ certification preferred
MS-102: Microsoft 365 Certified Administrator Expert or equivalent preferred
An equivalent combination of education, training, and hands‑on experience may substitute for formal degree or certification requirements. We value demonstrated ability.
- Sundays Off – Every Sunday, guaranteed — time to recharge and be with the people who matter most.
- Comprehensive health coverage for you and your family.
- 401(k) with Company Match – Retirement savings plan with matching contributions to help secure your financial future.
- Paid Time Off – Vacation and PTO to rest, recharge, and take care of what matters.
- Team Member Discounts – Exclusive discounts on Hartville Hardware products and services.
- Wellness Programs – Programs designed to support your overall health and well‑being.
- Professional Development – Ongoing opportunities to grow your skills, earn certifications, and advance your career.
- Team Events – A team that works hard and celebrates together.
HRM Enterprises is a locally owned and operated family of companies with over 82 years of industry experience. Our brands — including Hartville Hardware, Top Advantage Surfaces, and Hartville Contractors Supply — serve customers across Ohio and beyond. We are a team built on trust, integrity, and a genuine commitment to the people who work here.
Many of our team members have built long careers with us, some spanning more than 40 years. When you join HRM, you join a company that invests in its people and believes that a great team is the foundation of everything we do.
All offers of employment are contingent upon the successful completion of a background check and drug screening.
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