Senior Technician, Managed Services

About ITS

IT Solutions lives by its core values, known as the CHOPS: Client Success is Our Success, Hungry for the Journey, Ownership Thinking, Passionate Problem Solving, and Surrender the Ego. As a nationally recognized leader in the IT space with over 25 years of experience, we specialize in providing high-end technology solutions to small and mid-market businesses. We are a fast-growing Managed Service Provider with thousands of satisfied clients who rely on us as their sole technological resource. Join us as we continue to innovate new ways to help businesses Experience Excellence.

About the Role

The Senior Technician, Managed Services is a pivotal member of our team responsible for supporting multiple clients and handling both inbound and escalated inquiries on the Service Desk. This role is designed for a dedicated, relentless problem solver who applies logic and an instinctive approach to resolving complex technical issues. You will thrive in a dynamic environment where you must enjoy learning new technologies on the fly while solving diverse challenges.

In this position, you will not only troubleshoot incidents but also lead and mentor junior technicians, providing training to develop their technical skills. You will coordinate with cross-functional teams and vendors to drive incidents to resolution, ensuring seamless project execution. A key aspect of this role is the ability to manage the stress of client-down situations while maintaining the foresight to thoroughly consider all potential outcomes before making impactful changes. Your enthusiasm and dedication to customer service will be paramount in ensuring client satisfaction.

Hiring Process

Candidates selected for an interview will undergo a process designed to assess technical expertise, cultural fit, and problem-solving abilities. This typically includes:

1. Initial screening to discuss experience and alignment with the CHOPS values.
2. Technical assessment focusing on troubleshooting scenarios and network administration.
3. Team fit interview to evaluate communication skills and mentorship potential.
4. Final discussion regarding role expectations and compensation.

Equal Opportunity

IT Solutions is an equal employment opportunity employer. We provide opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.