Senior IT Support Technician: Lead & Mentor

Sierra Nevada Corporation; Hagerstown (MD); On-site; USD 54,891 - 75,483; Full time

Benefits offered by this job

Medical, dental, vision plans

401(k) with match

3 weeks paid time off

Tuition reimbursement

Job summary

Sierra Nevada Corporation in Maryland seeks an IT Support Technician III to provide expert-level technical support and manage IT infrastructure projects. You will mentor junior technicians and ensure the stability of the IT environment, while maintaining asset records and IT policy compliance.

The role involves end-user training on IT systems and AI tools, responding to helpdesk tickets, and occasional travel to other SNC locations. Strong communication is essential.

Qualifications

• Associate degree in a related field; higher degree preferred.
• 3+ years of IT support experience; 5+ years if no degree.
• Advanced hardware, software, and network troubleshooting.
• Experience with AI tools to enhance troubleshooting and user support.
• Strong leadership, communication, and customer care skills.

Responsibilities

• Lead troubleshooting and resolution of critical hardware and software issues.
• Mentor and train junior IT support technicians.
• Maintain and update IT inventory and asset management records.
• Ensure compliance with IT policies and procedures.
• Assist in training end-users on IT systems and AI tools.
• Respond to helpdesk tickets and resolve moderate compute issues.
• Provide conference room support and maintenance.
• Travel to different office locations as required.

Skills

Troubleshooting

Mentoring

Customer service

AI tools usage

VPN technologies

VTC experience

Communication skills

Education

Associate degree

Bachelor's degree

5+ years related experience (no degree)

Tools

ServiceNow

RSA

VPN

VTC

AI tools

Job description

Sierra Nevada Corporation in Maryland seeks an IT Support Technician III to provide expert-level technical support and manage IT infrastructure projects. You will mentor junior technicians and ensure the stability of the IT environment, while maintaining asset records and IT policy compliance.

The role involves end-user training on IT systems and AI tools, responding to helpdesk tickets, and occasional travel to other SNC locations. Strong communication is essential.