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Senior Technician, End User Support
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Addison Group
Chicago, IL (In Person)
$77,500 Salary, Full-Time
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Job Description
Role Overview:
The Senior End User Support Technician acts as the primary technical lead and highest escalation point for the deskside support team. While mid-level technicians focus on resolving Tier 2 issues, the Senior Technician manages complex infrastructure-level endpoint challenges, leads technical projects, and provides technical mentorship to junior staff. This role bridges the gap between end-user support and the broader Infrastructure and Security teams to ensure a secure and optimized computing environment.Responsibilities:
Operational Mentorship & Standards- Provide technical guidance, mentoring, and peer review for Associate and mid-level Technicians.
- Standardize documentation and develop "Gold Build" configurations for the team's knowledge base.
- Oversee the accuracy of the global asset management system and perform periodic audits.
- Collaborate with Level 1 support and infrastructure teams to streamline ticket triage and escalation workflows. Technical Support
- Serve as the final Tier 3 escalation point for complex hardware and software issues that cannot be resolved by the broader team.
- Deliver white-glove support and high-touch service, including C-level executives.
- Lead large-scale hardware refresh programs, OS migrations, and site-wide technology deployments.
- Perform deep-dive root cause analysis for recurring technical trends and implement permanent system fixes.
- Manage and optimize automated deployment tools, including system imaging, Intune, and SCCM packaging.
- Oversee the health and security compliance of the endpoint fleet
- Manage the lifecycle and advanced configuration of conference room A/V technology to ensure meeting readiness.
- Provide hands-on support for hardware, software, peripherals, and network connectivity.
- Rare off-hours or weekends as needed
Knowledge, Skills, Education:
- 5+ years of experience in corporate Help Desk or Deskside Support.
- Advanced expertise in Windows 11, including PowerShell scripting and Group Policy (GPO).
- Deep proficiency in the Microsoft 365 environment, including Exchange Online and Entra ID (Azure AD).
- Expert knowledge of endpoint management tools such as Intune, SCCM, and Autopilot.
- Experience with VOIP/soft phones and admin consoles, call routing, and management.
- Strong understanding of advanced networking concepts, including TCP/IP, DNS, DHCP, and VLANs.
- Proven project management skills with the ability to lead cross-functional initiatives independently.
- High attention to detail and professional communication skills for executive-level interaction.
- Resourcefulness and problem-solving aptitude
- Willingness to provide occasional after-hours support for critical project cutovers or executive needs.