Senior Support Technician

Endeavor; Grand Rapids (MI); On-site; USD 75,000 - 85,000; Full time

Benefits offered by this job

401k match up to 6%

Medical

Dental

Vision

Life Insurance - 3x salary

Long-term Disability

Short-term Disability

Access to financial planning

EAP

Holidays

PTO

Job summary

Endeavor IT is seeking a Senior Support Technician to provide technical leadership on the Service Desk, drive high-severity incident response, and deliver root-cause fixes through Problem Management. You will coach junior techs, improve runbooks, and contribute to automation and knowledge management across the team.

The role emphasizes collaboration with Service Desk, NOC, and vendors, with a focus on reducing escalations through robust procedures and proactive enablement materials.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, related field or equivalent experience.
• 7+ years of support experience.
• Microsoft certifications encouraged; annual proctored certification expected.

Responsibilities

• Lead high-severity incident response (P1/majors) and coordinate across Service Desk, NOC, and vendors.
• Execute root-cause fixes from Problem Management and post-incident preventive work.
• Maintain and improve Service Desk runbooks, standards, and knowledge base content.
• Drive automation to reduce recurring toil and improve procedures.
• Mentor and coach Support Tech I/II and lead technical training.
• Document tickets, time entries, and close with quality standards.

Skills

Networking

Windows Server

Microsoft 365

Azure/Entra ID

Virtualization

Backup & DR

Security tooling

Analytical thinking

Communication

Coaching/mentoring

Education

Bachelor's degree in CS/IT or related field

Tools

ConnectWise PSA

ConnectWise RMM

IT Glue

Confluence

PowerShell

Job description

Company Information:

Endeavor IT is a leading IT services consulting firm that specializes in the delivery of technology throughout the United States. For over thirty years, our focus has been to provide industry-wide technology solutions to address client needs and help organizations understand how to utilize that technology to be successful. We partner with the top industries to bring clients the most competitive pricing and products available. Whether you are looking for network support, personal devices, mobility, security, backup, cloud or fundamental training, our IT professionals are ready to serve.

General Summary:

The Senior Support Technician provides technical leadership on the Service Desk, leading high-severity incident response, executing root-cause fixes from Problem Management, and driving improvements to runbooks, standards, and automation. This role coaches the team technically, sets the standard for documentation and ticket quality, and is directly accountable for reducing the volume of tickets that require senior escalation over time by improving the underlying procedures, automation, and enablement materials. The Senior Support Technician partners with the Service Desk Manager on continual service improvement and represents the Service Desk in cross-practice work.

Essential Job Functions:

• Lead high-severity incident response, including P1 and major incident scenarios, providing technical direction and coordinating the response across Service Desk, NOC, Professional Services, and vendor resources per the Incident Management Policy
• Execute root-cause fixes from Problem Management, including complex remediation, known error resolution, and post-incident preventive work per the Problem Management Policy
• Own maintenance and improvement of Service Desk runbooks, technical standards, and knowledge base content in Confluence and IT Glue, and retire stale or contradictory documentation
• Drive automation improvements that reduce recurring toil, including scripting standard fixes, tuning RMM automation, and identifying candidate procedures for automation-first delivery
• Provide structured technical coaching and enablement across Support Technician I and II, including pairing on complex tickets, reviewing knowledge articles, and leading technical training sessions on newly documented procedures
• Contribute to Problem Management as an investigator when Tier 3 investigation is required for individual client problems and when master Problem records are opened for cross-client patterns, per the Problem Management Policy
• Model ticket documentation, time entry, and closure standards for the Service Desk
• Partner with the Service Desk Manager on Continual Improvement Register (CIR) items and service improvement plans
• Represent the Service Desk in cross-practice coordination with Professional Services, NOC, and vCIO on shared work, transitions, and improvement initiatives
• Maintain accurate ticket documentation, time entry, and schedule in ConnectWise PSA
• Participate in the weekly on-call rotation, providing after-hours coverage as backup to Endeavor IT's third-party after-hours service
• Any additional tasks required by management

Knowledge, Skills, and Abilities:

• Deep troubleshooting expertise across enterprise networking, Windows Server, Microsoft 365, Azure and Entra ID, virtualization, backup and disaster recovery, and security tooling
• Skill in installing, repairing, and maintaining network and infrastructure equipment
• Strong analytical thinking, problem-solving, and root-cause analysis skills
• Excellent verbal and written communication with the ability to lead technical bridges and post-incident reviews
• Proficiency with ConnectWise PSA, ConnectWise RMM (Automate), IT Glue, Confluence, and scripting for automation (PowerShell)
• Strong working knowledge of ITIL practices, including incident, problem, change, and continual improvement
• Coaching and mentoring aptitude with the ability to develop technical range in Support Technician I and II peers
• Ability to hold documentation and quality standards without becoming a bottleneck

Education and Experience:

• Bachelor’s degree in Computer Science, Information Technology, related field, or equivalent experience
• 7+ years support experience

Certifications:

• Relevant Microsoft, ConnectWise, and security certifications are encouraged; a minimum of one new proctored industry certification per year is expected

Benefits we offer!

• 401k with 100% match up to 6% employee contribution
• Medical
• Dental
• Vision
• Employer Paid - Life Insurance - 3x your salary
• Employer Paid - Long-term Disability
• Employer Paid - Short-term Disability
• Employer Paid - Access to financial planning services
• EAP
• Holidays
• PTO

Compensation:

Salary: 75,000 - 85,000