Senior IT Technician: Lead Troubleshooting & System Support

PMO Partners, LLC; Phoenix (AZ); On-site; USD 70,000 - 100,000; Full time

Job summary

PMO Partners, LLC is seeking a Senior IT Technician to deliver advanced technical support across hardware, software, systems, and networks. The role leads troubleshooting, supports system maintenance, and contributes to IT projects while mentoring junior staff and ensuring IT standards and secure, reliable operations.

The position requires 4–6 years in IT support, experience with Windows and macOS, and proficiency with ticketing systems such as ServiceNow, Jira, and Zendesk.

Qualifications

• 4–6 years of experience in IT support, technical assistance, or help desk operations.
• Experience troubleshooting Windows and 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).
• Experience maintaining technical documentation, 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 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.

Skills

Advanced Troubleshooting

Customer Service

Hardware & Software

Time Management

Documentation

Collaboration

Leadership

Education

Associate's or Bachelor's degree in IT/CS/IS

Tools

ServiceNow

Jira

Zendesk

Job description

PMO Partners, LLC is seeking a Senior IT Technician to deliver advanced technical support across hardware, software, systems, and networks. The role leads troubleshooting, supports system maintenance, and contributes to IT projects while mentoring junior staff and ensuring IT standards and secure, reliable operations.

The position requires 4–6 years in IT support, experience with Windows and macOS, and proficiency with ticketing systems such as ServiceNow, Jira, and Zendesk.