Senior Support Technician resolving complex IT issues for diverse businesses. Collaborating with L1 technicians and leading technical projects for IT management services.
About the role
- IT Manager overseeing IT initiatives both independently and as part of a team at A-LIGN. Responsible for team member training and support escalation while collaborating with the IT Security team.
Responsibilities
- Work onsite in Tampa, FL
- Manage direct reports across international offices
- Oversee ticket requests and inventory processes from start to finish
- Monitor service activity and distribute metrics reports
- Identify and resolve recurring issues
- Handle inventory stock levels and purchase requests
- Supervise user onboarding and offboarding procedures
- Facilitate weekly new hire IT training sessions both remotely and onsite
- Maintain internal documentation and knowledge base articles
- Provide training and mentoring to support team members
- Utilize AI and Automation to improve and scale processes
- Respond to technical support tickets, calls, emails, and personnel requests
- Assist with ticket escalations and coordinate with Engineering and Security teams
- Act as subject matter expert and resource for team inquiries
- Support project plan implementation and training
- Manage IT vendors and work with the compliance team to maintain vendor compliance
- Communicate effectively with timely, relevant updates
- Prioritize workload to ensure timely task completion and client satisfaction
- Complete projects assigned by the IT Director
Requirements
- An Associate degree and relevant certifications or bachelor’s degree / relevant work experience
- 5+ years of professional experience in an IT Help Desk or Service Desk role
- 2+ years in a lead or management role
- Directly related experience supporting help desk operations via a ticketing system, and call center experience
- Proven experience with M365 MEM/Intune Administration
- Possess a strong understanding of Windows, Office, Exchange Online, SharePoint Online, PowerShell, and Teams
- Experience with Zendesk is a plus
- Experience with Copilot and other AI is a plus
- Excellent customer service practices & ability to interface at all levels of the user spectrum
- Strong verbal, project and people management skills
- Love for teamwork and commitment to building a world-class global customer experience
- Ability to exercise independent judgment and work under minimal supervision
- Excellent troubleshooting skills
Benefits
- Healthcare, Dental, and Vision Benefits
- Employer Paid Life Insurance and Disability Insurance
- EAP - Employee Assistance Program
- Pet Insurance
- 401(k) Plan with Employer Matching
- Competitive Bonus Structure
- Home Office Reimbursement
- Certification Reimbursement
- Personalized Career Coaching
- Generous Paid Time Off
- Paid Office Closure December 25-January 1
- Vacation Bonus
- Summer Hours
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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