Senior IT Technical Support

Purpose Deliver high‑quality end‑user services and technical leadership for local site operations, providing hands‑on and remote support, AV technology troubleshooting, and dedicated C‑suite/VIP services to ensure reliable systems, timely incident resolution, and continuous improvement aligned to AZ standards and SLAs.

Key Responsibilities

• End‑user services, VIP support, and escalation: Provide hands‑on and remote support (desk‑side, Genius Bar/AskIT); deliver white‑glove services for C‑suite/VIP users; act as the first point of escalation and a reference point in specialized areas; mentor junior staff.
• Incident, problem, and change management: Independently diagnose and resolve complex AZ systems/application issues; manage incidents, root‑cause analysis, and service change requests; support transition and change planning; meetSLA/OLAand customer satisfaction targets.
• Site operations and AV technology: Support local infrastructure “hands and eyes” activities; set up, troubleshoot, and operate AV/meeting room technologies (conference rooms, telepresence, hybrid meetings); perform hardware imaging for desktops/laptops; maintain configuration management data; ensure compliantpatchandanti‑viruslevels; manage local Service Introduction and support models; act as focal point for local applications.
• Collaboration and reporting: Liaise with global IT teams and non‑IT stakeholders; consult on planned/unplanned downtime; conduct analysis and produce quality service reports; align implementations toarchitectural standards.
• Lifecycle and improvement: Mitigate risk from obsolete platforms via hardware/system lifecycle management; review policies and processes with enhancement recommendations; contribute to theOperations Computing Service Improvement Portfolio; support local team performance and adherence toOCSpolicies.

Qualifications (suggested)

• Experience: Proven track record in end‑user services, hands‑on and remote support, AV tech troubleshooting, and white‑glove C‑suite/VIP service; enterprise incident/problem management and site infrastructure support.
• Technical skills: Windows/macOS imaging, endpoint management and patching, AV systems (meeting room hardware, conferencing platforms), network fundamentals, configuration management (CMDB), ITSM tools (e.g., ServiceNow).
• Soft skills: Executive‑level communication and discretion, stakeholder management, mentoring/coaching, analytical reporting, customer focus, and continuous improvement mindset.
• Certifications(nice to have): ITIL Foundation/Intermediate; Microsoft/Mac admin; endpoint management (Intune/SCCM); AV vendor/platform certifications.

Compensation Pay Range:

85,201.60 - 127,802.40 USD Annual

The annual base pay (or hourly rate of compensation) for this position is outlined above. Hourly and salaried non-exempt employees will also be paid overtime pay when working qualifying overtime hours. Base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. In addition, our positions offer a short-term incentive bonus opportunity; eligibility to participate in our equity-based long-term incentive program (salaried roles), to receive a retirement contribution (hourly roles), and commission payment eligibility (sales roles). Benefits offered included a qualified retirement program [401(k) plan]; paid vacation and holidays; paid leaves; and, health benefits including medical, prescription drug, dental, and vision coverage in accordance with the terms and conditions of the applicable plans. Additional details of participation in these benefit plans will be provided if an employee receives an offer of employment. If hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

Date Posted

08-ene-2026

Closing Date

07-feb-2026

Our mission is to build an inclusive environment where equal employment opportunities are available to all applicants and employees. In furtherance of that mission, we welcome and consider applications from all qualified candidates, regardless of their protected characteristics. If you have a disability or special need that requires accommodation, please complete the corresponding section in the application form.