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Senior Technician, IT Infrastructure
RyanSenior IT Infrastructure Technician supporting Ryan’s tax services firm with desktop, network, server, and telephony operations. Leading infrastructure projects, vendor coordination, troubleshooting, and secure IT service delivery.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates extensive experience in IT Infrastructure Support, including tier 1-3 Desktop support in large corporate environments, and proficiency in Mobile Device Management solutions. Strong project management and problem-solving skills are essential for optimizing service delivery and managing complex technical issues.
Highest-signal resume keywords
IT Infrastructure SupportTier 1-3 Desktop SupportMobile Device Management (MDM)Project ManagementWindows 10/11 Proficiency
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
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Hard Skills
Desktop SupportNetwork TroubleshootingServer ManagementTelecommunications SupportPowerShell ScriptingActive DirectoryDNSDHCPVoIPVLANs
Soft Skills
Problem-SolvingCommunicationCollaborationLeadershipContinuous Improvement
Tools & Technologies
Microsoft® O365JAMF ProIntuneSCCMVMware vSphere
Certifications & Qualifications
Microsoft® O365 CertificationMCPActive Directory CertificationWindows Server CertificationCCNA
Industry Keywords
ITIL FrameworksIncident ManagementChange ManagementService DeskCapacity Planning
Tech Stack
Tools & technologiesDNSJamfVMwareVoIP
About the role
Key responsibilities & impact- Foster collaboration and continuous improvement within the IT team.
- Act as a senior escalation point for complex technical issues and guide the Service Desk team.
- Lead communication and project coordination with business units, representing IT infrastructure services across the organization.
- Manage vendor relationships to enhance service delivery and optimize performance.
- Oversee multiple projects and partner with IT management to improve service delivery methods and procedures.
- Support continuous cross-training within the Desktop Administration Team.
- Participate in on-call rotations for critical support outside normal business hours.
- Act as the primary point of contact for IT infrastructure support at designated locations.
- Deliver tier 3 Service Desk support for desktop issues and tier 1-2 support for network, server, and telecommunications queries.
- Resolve service desk requests efficiently through various channels in alignment with firm SLAs and best-practice guidelines.
- Collaborate with business units and vendors to translate requirements into IT solutions and align infrastructure developments with business goals.
- Coordinate the movement and reconnection of IT infrastructure equipment with minimal operational disruption.
- Provide direct user assistance focused on service excellence and satisfaction.
- Lead strategic IT infrastructure projects, including design and deployment of scalable, secure solutions.
- Develop and uphold IT standards, policies, and procedures.
- Optimize vendor management for value and performance.
- Stay current with emerging technologies and recommend relevant innovations.
- Provide advanced troubleshooting and maintenance across IT infrastructure components.
- Promote operational excellence through ITIL frameworks and best practices.
- Conduct audits and performance analyses to optimize systems.
- Manage resource allocation and capacity planning for future business needs.
Requirements
What you’ll need- Bachelor’s degree in a relevant technology field, or equivalent experience and knowledge of computer/network principles, is required.
- More than 7 years of IT Infrastructure Support experience in medium to large multi-location companies managing Desktops, servers, networks, and telephony.
- Proven ability to provide tier 1-3 Desktop support in a 5,000+ user corporate computing environment consisting of Windows 10/11 and Mac clients.
- Proficiency in industry-standard Mobile Device Management (MDM) solutions, such as JAMF Pro and Intune.
- Solid foundation in network, server, and telecommunication systems, with ability to manage and troubleshoot complex infrastructure issues.
- Strong project management skills and experience with Incident and Change management processes.
- Exceptional problem-solving abilities and communication skills.
- Ability to collaborate to determine appropriate technical strategies and designs to meet business needs.
- Proficient in Microsoft® O365 and Windows 10/11.
- Familiar with SCCM, VMware vSphere, and networking technologies.
- Experience with PowerShell scripting and MDM tools like JAMF Pro and Intune is preferred.
- Additional knowledge in Microsoft Server Operating Systems and components (Active Directory, DNS, DHCP, ADFS), VoIP, VLANs, LAN/WAN technologies, load balancers, and wireless technologies is a plus.
- Valid driver’s license required.
- Microsoft® O365, MCP, and Active Directory certifications preferred.
- Additional certifications in Windows Server, VMware, CCNA, Network+, or Security+ are advantageous.
- Able to travel internationally, with travel requirement up to 25%.
- Applicants for employment in the US must have work authorization that does not now or in the future require visa sponsorship for employment authorization in the United States.
Benefits
Comp & perks- Competitive Compensation and Benefits
- Business Connectivity Reimbursement (Phone/Internet)
- Gym Membership or Equipment Reimbursement
- LinkedIn Learning Subscription
- Flexible Work Environment
- Tuition Reimbursement After One Year of Service
- Accelerated Career Path
- Award-Winning Culture & Community Outreach
- Outstanding earning potential
- Up to 25% international travel opportunity