Senior IT Technician: Advanced Support & Mentorship

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

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.