Sr. IT Support Technician (Desktop) Sr. IT Support Technician (Desktop) Position Overview We are seeking an experienced, high efficiency Senior IT Support Technician for an initial 6-month contract to elevate our IT service delivery and bring a new level of sophistication to our technical support operations. For a resource who delivers a strong return on investment and successfully transforms our support pipeline, there is clear potential for a contract extension beyond the initial 6 months. In this role, you will not just close tickets; you will actively shape how support is delivered across the organization. We need a proactive problem solver who can immediately dive into a heavy ticket queue, partner with our existing team to eliminate a backlog, and implement modern service tools. Our environment is currently powered by Google Workspace, but we are considering a full migration to Microsoft 365. This role will play a part in evaluating and preparing for that potential transition. This is a hybrid contract role designed to attract top talent from both the Austin and San Antonio metropolitan areas.

Work Schedule and Location Mondays:

Required in office at our San Marcos facility Tuesday through

Friday:

Fully remote This schedule offers an excellent balance for professionals commuting from Austin or San Antonio who want to avoid a daily drive. Sr. IT Support Technician (Desktop) Key Responsibilities Rapidly process, troubleshoot, and resolve a backlog of incoming IT support requests to dramatically improve internal response times. Lead the implementation and optimization of Jira Service Management, including creating customized workflows to modernize our service delivery. Assist in the upcoming rollout and daily administration of NinjaOne for centralized device management. Support our current Google Workspace environment while helping prepare documentation and infrastructure for a potential migration to Microsoft 365. Provide comprehensive technical support for end user hardware, operating systems, software applications, and network connectivity. Document technical procedures and create user facing self-service articles to reduce future ticket volumes. Sr. IT Support Technician (Desktop) Qualifications and Experience Minimum of three to five years of experience in an IT support or system administration role. Proven track record of successfully managing a high-volume ticket queue in a demanding environment. Direct experience implementing Jira Service Management, with a deep understanding of how to build and maintain customized workflows. Familiarity with NinjaOne or closely related endpoint management platforms. Technical proficiency in both Google Workspace and Microsoft 365, with migration experience considered a major asset. Strong diagnostic skills across Windows and macOS environments, as well as Android mobile operating systems and hardware. Certifications are a plus such as A+, MCP, etc. Excellent communication skills and a passion for turning around frustrated user experiences. #RT #

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