technical support lead

MASTER-WORKS

<div>Own and govern the end-to-end support operating model for AI and enterprise technology solutions, ensuring stable operations post-handover through clearly defined SLAs, disciplined support processes, and professional client communicationKey Responsibilities1. Support Governance &amp; SLA Ownership<ul><li>
Define, finalize, and enforce Support SLAs covering:</li><li><ul><li>
Coverage windows</li><li>
Response and resolution times</li><li>
Escalation levels and responsibilities</li></ul></li><li>
Ensure SLAs are aligned with contracts, CoCs, and client expectations, not assumed verbally.</li><li>
Act as the single owner of support accountability, eliminating ambiguity between PMs, technical teams, and clients.</li></ul>
2. ITIL-Aligned Support Operations<ul><li>
Establish and manage ITIL-based support workflows, including:</li><li><ul><li>
Incident management</li><li>
Service request handling</li><li>
Escalation and major incident management</li><li>
Root Cause Analysis (RCA)</li></ul></li><li>
Implement a structured ticketing, triage, and prioritization model between internal teams and clients.</li><li>
Prevent ad-hoc, informal support requests bypassing agreed processes.</li></ul>
3. Client Communication &amp; Escalation Control<ul><li>
Lead all client-facing support communications with clarity, professionalism, and control.</li><li>
Manage high-pressure incidents without disrupting project delivery or executive bandwidth.</li><li>
Ensure escalations are:</li><li><ul><li>
Evidence-based</li><li>
SLA-referenced</li><li>
Clearly actioned with owners and timelines</li></ul></li></ul>
4. Support Execution &amp; Team Leadership<ul><li>
Lead and coordinate the technical support team to ensure:</li><li><ul><li>
Timely response and resolution</li><li>
Consistent communication standards</li><li>
Clear handover between shifts and teams</li></ul></li><li>
Act as the operational bridge between:</li><li><ul><li>
Support</li><li>
Engineering / AI teams</li><li>
PMO (when delivery impact exists)</li></ul></li></ul>
5. Reporting &amp; Continuous Improvement<ul><li>
Produce support performance reports, including:</li><li><ul><li>
SLA compliance</li><li>
Incident trends and recurring issues</li><li>
Root causes and corrective actions</li></ul></li><li>
Drive continuous improvement initiatives to:</li><li><ul><li>
Reduce recurring incidents</li><li>
Improve system stability</li><li>
Enhance client satisfaction</li></ul></li></ul>
6. Knowledge Management &amp; Readiness<ul><li>
Establish and maintain a support knowledge base, including:</li><li><ul><li>
Known issues</li><li>
Workarounds</li><li>
Escalation guides</li></ul></li><li>
Ensure support readiness before go-live:</li><li><ul><li>
System handover completed</li><li>
Documentation validated</li><li>
Support scope clearly defined</li></ul></li></ul> 
 
 
Requirements 
Qualifications &amp; Experience<ul><li>
Proven experience leading technical support operations for enterprise or mission-critical technology solutions.</li><li>
Strong background in ITIL service management and operational governance.</li><li>
Demonstrated ability to manage stakeholders and clients under pressure without loss of control or accountability.</li><li>
Experience supporting AI platforms, data platforms, or complex integrated systems is a strong advantage.</li></ul>
Required Certifications<ul><li>
ITIL &ndash; Mandatory</li><li>
ISO/IEC 20000 &ndash; Preferred</li></ul>
Language Requirements<ul><li>
Arabic speaker with strong spoken and written English, capable of managing bilingual client communications and reports.</li></ul></div>

Technical Support Lead - AI Projects

PayRange

<div>About PayRange

PayRange is a leading fintech company powering mobile payments and connected experiences for unattended retail. Our platform enables consumers to pay seamlessly through their smartphones while providing operators with powerful tools to manage and grow their businesses. 


With a global footprint and rapid growth, we are focused on delivering a best-in-class customer experience across both B2C (consumers) and B2B (operators). Our success is driven by innovation, operational excellence, and a deep commitment to our customers. 


About the Role

We are looking for a hands-on, highly capable Senior Technical Support Specialist to take the lead on complex technical and product-related issues, support the broader team with deep troubleshooting expertise, and help drive continuous improvement across the support organization. 


This role serves as a senior escalation point for Tier 1 and Tier 2 support and works closely with Support, Product, Engineering, and Operations to resolve high-impact issues, identify root causes, and improve support effectiveness over time. In addition to resolving complex cases, you will help strengthen team capability through knowledge sharing, coaching, documentation, and process improvement. 


This is a highly cross-functional role requiring strong technical acumen, excellent judgment, a high level of ownership, and the ability to work through complex hardware and software-related issues in a fast-paced environment. 


Role Overview

Technical Support &amp; Issue Resolution 
<ul>
<li>
Take ownership of the most complex and high-impact support issues requiring advanced troubleshooting and strong product knowledge</li>
<li>Act as a senior escalation point for Tier 1 and Tier 2 support teams, helping resolve critical or difficult cases</li>
<li>Diagnose and resolve complex hardware and software-related issues, including issues involving connected devices, system dependencies, and product workflows</li>
<li>Lead root-cause analysis efforts and drive issues through to resolution with urgency and ownership</li>
<li>Ensure escalated issues are clearly documented, prioritized appropriately, and managed to completion</li>
<li>Help identify when issues should be escalated further to Product or Engineering teams</li></ul> 


Cross-Functional Collaboration
<ul>
<li>Partner closely with Product, Engineering, Operations, and other internal teams to resolve technical and product-related issues</li>
<li>Support coordination of complex incidents, service-impacting issues, and cross-functional troubleshooting efforts</li>
<li>Translate technical findings into clear and actionable updates for customer-facing teams and non-technical stakeholders</li>
<li>Help ensure strong alignment across teams to improve issue resolution and reduce repeat problems</li></ul> 


Team Support, Coaching &amp; Knowledge Sharing
<ul>
<li>Serve as a subject matter expert for the broader support organization</li>
<li>Provide guidance, coaching, and day-to-day support to Tier 1 and Tier 2 team members on technical cases</li>
<li>Help improve team capability by sharing troubleshooting approaches, product knowledge, and best practices</li>
<li>Contribute to onboarding and ongoing development of support team members</li>
<li>Assist in building a stronger knowledge base through documentation of known issues, resolutions, and troubleshooting guides</li></ul> 


Process Improvement &amp; Operational Impact
<ul>
<li>Identify recurring issues, patterns, and root causes, and recommend corrective actions to improve product and support performance</li>
<li>Contribute to the development and improvement of SOPs, support playbooks, escalation paths, and internal documentation</li>
<li>Help improve support workflows, case quality, and resolution times through practical, scalable process improvements</li>
<li>Support reporting and insight generation by highlighting issue trends and improvement opportunities</li>
<li>Contribute to a consistent, high-quality support experience across both B2C and B2B customer segments</li></ul> 


Performance &amp; Service Level Expectations 

<ul>
<li>Consistently meet or exceed defined support KPIs and service standards</li>
<li>Maintain CSAT of 90%+</li>
<li>Achieve first reply time within 24 hours for email support</li>
<li>Drive full case resolution in less than 3 business days, where resolution is within support&rsquo;s control</li>
<li>Contribute to and help maintain a live answer rate of 90%+</li>
<li>Ensure high-quality case handling, clear communication, and strong ownership from intake through resolution</li>
<li>Escalate issues appropriately and in a timely manner where additional support is required</li></ul> 


Schedule &amp; Working Hours 
<ul>
<li>
This role requires availability to work assigned shifts in support of team coverage and customer needs</li>
<li>Standard shift schedules may include 7:00/8:00 a.m. to 4:00/5:00 p.m. PT</li>
<li>Shift schedules will be determined based on business needs, support coverage requirements, and team structure</li>
<li>Flexibility may be required from time to time to support coverage, priorities, or changing business demands</li></ul> 


What We&rsquo;re Looking For 

<ul>
<li>5+ years of experience in technical support, product support, application support, or a similar role</li>
<li>Strong experience handling complex escalations in a product- or technology-driven environment</li>
<li>Experience diagnosing and resolving complex hardware and software-related issues, including issues involving connected devices, system dependencies, and product workflows</li>
<li>Strong troubleshooting, analytical, and root-cause problem-solving skills</li>
<li>Ability to work through ambiguity, prioritize effectively, and maintain ownership of complex issues through resolution</li>
<li>Experience working cross-functionally with Product, Engineering, Operations, or similar teams</li>
<li>Strong written and verbal communication skills, including the ability to explain technical issues clearly to non-technical audiences</li>
<li>Strong organizational skills, attention to detail, and a high level of accountability</li>
<li>Experience working in support platforms and ticketing systems such as Zendesk, Jira, or similar tools</li>
<li>Experience supporting both B2C and B2B customers preferred</li>
<li>Previous experience in a senior escalation, lead support, or Tier 3-facing support role preferred</li></ul></div>

Senior Technical Support Specialist T2

LEDFLEX

<div><div><div><div>Role Overview: 
LEDFlex Group was established in 2010 after identifying a gap in the market for a more comprehensive range of linear lighting products and has now grown into a leading technology supplier. We design, develop and manufacture LED lighting solutions for the UK and International markets. At LEDFlex we continue to lead the way in performance, efficiency and ecological friendly exterior and interior projects. 
The IT Support &amp; Systems Lead is responsible for overseeing day-to-day IT operations while providing hands-on technical support across the organisation.This role combines strong 
technical expertise with team coordination, ensuring that IT support, device management, and Microsoft 365 services run efficiently and securely. 
The role acts as the primary bridge between company leadership and the IT support team, helping structure processes, manage the pipeline of work, and ensure a high standard of service across the organisation.<div> 
 
Key Responsibilities 
Team &amp; Work Management 
<ul><li>Manage the pipeline of IT support tickets, tasks, and projects.</li><li>Coordinate work across the IT team and ensure priorities are clear.</li><li>Help develop processes and structure for efficient IT operations.</li><li>Ensure service levels for end user support are maintained.</li></ul>
End User Support 
<ul><li>Provide hands-on support for company employees across macOS and Windows environments.</li><li>Troubleshoot device, account, and software issues.</li><li>Assist users with system access, configuration, and troubleshooting.</li><li>Act as an escalation point for complex support issues.</li></ul>
Microsoft 365 &amp; Exchange Administration 
&bull; Administer Microsoft 365 including user accounts, permissions, and policies. &bull; Manage Exchange Online, mailboxes, distribution lists, and security policies. &bull; Support identity management, authentication, and account lifecycle management. 
<ul><li>Maintain strong operational knowledge of the Microsoft 365 ecosystem.</li></ul>
Device &amp; Endpoint Management 
<ul><li>Manage device provisioning and lifecycle across the organisation.</li><li>Support endpoint management using MDM tools.</li><li>Maintain standards for device configuration, security, and compliance.</li></ul>
Software &amp; License Management 
<ul><li>Maintain software license records and ensure compliance.</li><li>Manage software provisioning and deprovisioning processes.</li><li>Track which users have access to which platforms.</li></ul>
Security &amp; Compliance 
<ul><li>Maintain IT compliance standards and security best practices across devices and accounts.</li><li>Support implementation of security policies and access controls.</li><li>Ensure endpoint security standards are followed across the organisation.</li></ul>
Operational Structure &amp; Improvement 
<ul><li>Help develop IT documentation, processes, and internal standards.</li><li>Identify opportunities to improve workflows and automate repetitive tasks.</li><li>Support the company in building a scalable and well-structured IT environment.</li></ul>
Communication &amp; Coordination 
<ul><li>Act as the primary IT contact for internal stakeholders.</li><li>Provide updates on support performance and operational issues.</li><li>Communicate IT changes or updates to the wider organisation.</li></ul>
Experience &amp; Must-Have Skills 
<ul><li>4&ndash;6+ years&rsquo; experience in IT support, systems administration, or infrastructure roles.</li><li>4+ years&rsquo; experience in managing and growing a team.</li><li>Strong hands-on experience with Microsoft 365 and Exchange Online.</li><li>Experience supporting macOS and Windows environments, especially macOS.</li><li>Experience using PowerShell.</li><li>Experience using Power Bi.</li><li>Experience managing user accounts, identity, and permissions.</li><li>Familiarity with MDM or endpoint management tools.</li><li>Strong troubleshooting skills across devices, networks, and software.</li><li>Ability to manage priorities and coordinate work across a team.</li><li>Strong communication skills when supporting non-technical users.</li></ul>
What Makes a Great Candidate 
The ideal candidate combines strong technical skills with the ability to bring structure and organisation to the IT support function. 
They enjoy solving complex technical problems while also helping improve processes and workflows across the IT environment.</div><div> 

What You&rsquo;ll Get Working with LEDFlex: 
<ul><li>Will have a Competitive Salary (depending on experience, negotiable).</li><li>Working Hours: Monday to Friday, 10:00 AM - 7:00 PM .</li><li>Annual Leave: As per labor laws.</li><li>Opportunity to work in a dynamic and supportive team environment with room for personal and professional growth.</li></ul></div> 

Location: Madhapur, Hyderabad 
Language: English (Required)

How to Apply: Interested candidates are invited to send their resumes to 
recruitment@ledflexgroup.com with the subject line &quot; IT Support &amp; Systems Lead Application.&quot;</div></div></div></div>

IT Support & Systems Lead

SMA AMERICA

<div><div>Why Work at SMA America 
 
At SMA America, we believe in Energy that Changes. Since 1981, we've been developing innovative solar technology that simplifies, secures, and enhances the performance of photovoltaic systems &mdash; all while pushing the boundaries of what's possible in clean energy. 
 
But we're not just transforming power &mdash; we're empowering people. 
 
We've built a culture where bold ideas are welcomed, collaboration is second nature, and your career growth truly matters. With our Rocklin, CA headquarters as the hub, we offer a hybrid work model, competitive benefits, and a team-driven environment where your impact is seen and felt. 
 
Whether you're a sales expert, service pro, or engineering innovator, if you're ready to join a purpose-driven team committed to shaping the future of energy &mdash; we'd love to meet you.</div>
POSTITION OVERVIEW
<ul>
<li>We are seeking a Director of Technical Support to lead SMA America's Technical Support function for the Large-Scale segment. This role is accountable for delivering expert-level technical solutions to customers and internal field service teams, ensuring high-quality diagnostics, efficient resolution of equipment failures, and consistent escalation management across North America.</li>
<li>The Director of Technical Support serves as the primary escalation point for complex technical issues impacting customer satisfaction and field performance. This leader works closely with Engineering, R&amp;D, and Quality teams at SMA headquarters to resolve regional technical issues, identify recurring failure patterns, and drive continuous improvement across SMA's inverter and communication product portfolio.</li>
<li>This position follows a hybrid work model for local candidates, with in-office collaboration, and is remote for non-local candidates, requiring the ability to effectively support field operations and partner with cross-functional teams across regions. The role plays a critical leadership function within SMA's Service &amp; Operations organization, partnering closely with Field Service Operations and Service Quality to build a proactive, customer-centric technical support model and ensure support readiness for new product introductions.</li>
</ul>
PRIMARY DUTIES / RESPONSIBILITIES

Lead Technical Support and Troubleshooting
<ul>
<li>Lead and develop Level 1, 2, and 3 Technical Support teams supporting the Large-Scale segment across North America</li>
<li>Serve as the primary escalation point for complex technical challenges impacting customer satisfaction or field performance</li>
<li>Ensure effective coordination between Technical Support, Field Service Operations, and Customer Service to deliver rapid and accurate diagnostics</li>
<li>Establish, track, and report KPIs including case resolution time, first-call resolution rate, and field escalation efficiency, driving continuous improvement</li>
</ul>
Collaboration with R&amp;D, Engineering, and Quality
<ul>
<li>Collaborate with R&amp;D, Engineering, and Quality teams at SMA headquarters to escalate, analyze, and resolve recurring issues, failure trends, or design-related defects</li>
<li>Provide technical leadership in root cause analysis and contribute to product improvement feedback loops</li>
<li>Own and maintain a robust technical knowledge base to support onboarding, training, and diagnostic consistency</li>
</ul>
New Product Introduction and Support Readiness
<ul>
<li>Participate in new product introduction planning to ensure technical support readiness and field serviceability</li>
<li>Partner with cross-functional teams to ensure new products are supported with appropriate tools, documentation, and processes</li>
</ul>
Product Behavior and Technical Leadership
<ul>
<li>Act as the voice of Technical Support for customer escalations, executive briefings, and internal leadership forums</li>
<li>Partner closely with the Director of Field Service Operations and Service Quality to build a proactive and customer-centric service organization</li>
<li>Other duties as assigned</li>
</ul>
REQUIRED QUALIFICATIONS
<ul>
<li>Associate's degree in a technical or electrical field is required</li>
<li>Bachelor's degree in a technical field or business is preferred</li>
<li>Minimum of 5 years of experience in technical product support</li>
<li>Phone-based technical support experience is required</li>
<li>Experience supporting inverter and communication products</li>
<li>Strong written and verbal communication skills in English</li>
<li>Ability to analyze complex technical problems and present clear solutions</li>
<li>Proficiency with Microsoft Office Suite including Word, Excel, and PowerPoint</li>
<li>High attention to detail and accuracy</li>
</ul>
PREFERRED QUALIFICATION
<ul>
<li>Call center management experience</li>
<li>Experience managing a departmental budget</li>
<li>German and or Spanish language proficiency</li>
<li>NABCEP certification</li>
<li>Experience supporting large-scale solar or energy systems</li>
<li>Ability to travel domestically as needed</li>
</ul>
WE OFFER
<ul>
<li>Base salary range of $130,000 &ndash; $160,000 annually, dependent on experience</li>
<li>Comprehensive benefits including health, dental, and vision coverage, including $0 premium options</li>
<li>Hybrid work schedule for local employees with in-office collaboration and remote flexibility for non-local employees</li>
<li>401(k) plan with company match</li>
<li>Opportunities for professional development and training</li>
<li>Inclusive, collaborative, and innovative work environment</li>
</ul><div>
Our EEO Policy

We are an equal opportunity employer and we make our employment decisions on the basis of merit and without regard to one's race, color, creed, sex (includes gender, pregnancy, childbirth and related medical conditions), gender identity, religion, marital status, age (over 40), national origin or ancestry, physical or mental disability (includes HIV/Aids), medical condition (cancer, genetic characteristics), veteran's status, sexual orientation, or any other consideration made unlawful by law. 
 
In accordance with applicable law protecting qualified individuals with known disabilities, SMA will attempt to reasonably accommodate qualified applicants with known disabilities, unless doing so would create an undue hardship on SMA. Any qualified applicant with a disability who believes he or she requires an accommodation in order to perform the essential functions of the job for which he or she is applying should identify the accommodation(s) needed in the application.

Our Privacy Policy

During your job application or recruitment process with us: (a) SMA may collect your personal information directly from you, such as when you submit your application and resume on our online portal or when you have job interviews with us. We may also obtain your personal information from third parties, including but not limited to your former employers, background or employment check service providers or third-party recruiters; and, (b) SMA may use or process applicants' personal information for relevant purposes including but not limited to general communications with you, identity verification, background or employment checks, determination of eligibility, and making hiring decisions. For successful job applicants who become SMA's staff, we may retain and integrate your personal information collected during the recruitment process into your records at SMA. For unsuccessful job applicants, [SMA may retain your application for internal records or for future recruitment purposes].

If you are a California resident, you have specific rights regarding your personal information under the California Consumer Privacy Act of 2018, as amended including by the California Privacy Rights Act of 2020, and its implementing regulations (the &quot;CCPA&quot;). This Company Personnel and Covered Individuals Privacy Notice for California Residents issued by SMA is applicable to you and explains your CCPA rights and our collection, use or disclosure of your personal information.

If you have any question regarding our privacy policy, please contact us at US_DataPrivacy@sma-america.com</div></div>

Director of Technical Support

Net56

<div><div>Position Title: Lead Onsight Technology Support Specialist 
Location: Lake County 
Type of Employment: Full-time</div>
Job Description:<div>
The Lead Onsight Technology Support Specialist is responsible for managing onsite technical staff, driving district-wide technology projects, and ensuring the seamless delivery of support services. This role combines strong project management, team leadership, and cross departmental collaboration to maintain a reliable, innovative, and user‑focused technology environment. The ideal candidate excels in coordinating complex initiatives, resolving high‑impact technical issues, and supporting the district's technology goals in the areas of both instruction and operations</div>
Key Responsibilities:<div>
Project Management &amp; Team Leadership</div><ul><li>
Lead and supervise onsite technical staff to ensure the successful andtimelycompletion ofdistrict technology projects.</li><li>
Serve as the primary escalation point for complex technical issues and daily operational challenges.</li><li>
Coordinate and lead regular team meetings with onsite staff and vertical meetings with district leaders, ensuring alignment on goals, timelines, and performance expectations.</li><li>
Manage both long‑term and short‑term technology initiatives across the district,maintainingclear project plans, milestones, and follow‑through to completion.</li></ul>
Collaboration and Crisis Response:
Partner with district and building administrators-including buildings and grounds<ul><li>-to support districtwide operational and educationalobjectives.</li><li>
Work closely with IT leadership and school administrators on the implementation and integration of instructional and operational technologies.</li><li>
Respond rapidly to urgent situations, including network outages, device failures, and AV needs for school events or board meetings, ensuring minimal disruption to district operations.</li></ul><div>
Technical Support &amp; Troubleshooting</div><ul><li>
Serve as the primarytechnical escalation pointforthe school district.</li><li>
Manage support requests viaConnectWise.</li><li>
Conduct thorough troubleshooting with attention to both immediate and long-term solutions.</li><li>
Communicate status updates and next steps to end users.</li><li>
Resolve support issues within designatedtime frames.</li></ul><div>
Instructional Support</div><ul><li>
Collaborate with instructional technology facilitators to implement the district&rsquo;s technology plan. Examples of staff might include, but are not limited to: STEAM/STEM teacher(s), Innovation Specialist(s), technology coordinator(s)</li><li>
Manage enrollment, retention, and removal of district assets.</li><li>
Perform fleet updates and configure technology for district assessments.</li></ul><div>
Deployment &amp; Setup</div><ul><li>
Managethe deployment and setup of:</li></ul><ul><li>
Faculty/staff and 1:1 studentdevices</li><li>
Lab andcommon areacomputers</li><li>
Classroom tech(display systems, sound systems, charging solutions,etc.)</li><li>
Other digital instructional systems used in classrooms, as needed</li></ul><div>
Training &amp; Vendor Relations</div><ul><li>
Provide hardware/software training for users with varying techproficiency</li><li>
Serve as the onsite technical contact for vendors</li></ul><div>
Cyber Security</div><ul><li>
Vulnerability Remediation: Working in conjunction with Net56 corporate offices, develop and present recommendations to the district to address backend vulnerabilities based on a third-party best practice assessment to harden the district&rsquo;s security posture. Develop a timeline and ensure completion of approved recommendations.</li></ul><div>
Inventory Management</div><ul><li>
Device Refresh/Budgeting:Evaluate student and staff devices that are currently deployed and develop and present recommendations to the district for a multiple year refreshment plan to inform budget decisions;</li></ul>
Qualifications &amp; Experience:<ul><li>
3+ years in field support roles</li><li>
College degree or equivalent certifications</li><li>
Experience with:</li></ul><ul><li>
Google Workspace administration</li><li>
Project management</li><li>
K&ndash;12 school district technology environments</li><li>
Network troubleshooting</li><li>
Apple and Windows OS</li><li>
Android OS</li><li>
Printer and print server support</li><li>
Active Directory</li><li>
Technical training delivery</li></ul>
Job Requirements:<ul><li>
FBI fingerprint clearance</li><li>
Criminal and employment background check</li><li>
Completion of mandatory district-wide compliance training</li><li>
Strong organizational, communication, and multitasking skills</li><li>
Ability tomaintaincomposure under pressure</li></ul> 
Preferred Certifications:<ul><li>
ITIL(up to version 4)</li><li>
PMP orsimilar</li><li>
CompTIA Project+</li><li>
Any other CompTIA orsimilar</li></ul> 
Physical Requirements:<ul><li>
Moderate physical stamina and mobility in school settings</li><li>
Frequent standing, walking, bending, and sitting</li><li>
Repetitive hand, arm, and leg movements</li><li>
Ability to:</li></ul><ul><li>
Lift 40&ndash;80lbsto waist height</li><li>
Lift at least 25lbsoverhead</li><li>
Carry 50lbsfor 10 yards</li><li>
Climb ladders (6&ndash;10 feet)</li><li>
Exposure to moderate noise and activity typical of a school environment</li></ul></div>

Lead Onsite Technology Support Specialist

The Advocates

<div><div><h1 class="jobSectionHeader">Senior IT Helpdesk Technician</h1>
Compensation: $29&ndash;$34/hr (DOE) 
Location: Murray, Utah (On‑Site)
<h2 class="jobSectionHeader">Role Overview</h2>
We are seeking a Senior IT Helpdesk Technician who can serve as both a hands‑on technical resource and an on‑site team lead. This position is more than ticket work &mdash; you will be the primary on‑site technician for our Murray office, providing in‑person support, overseeing our junior helpdesk staff, and acting as the escalation point for issues our remote technician cannot resolve.
This role is ideal for someone with strong technical troubleshooting abilities, experience guiding or mentoring others, and the drive to continually improve systems, processes, and team performance. You will also help lead larger IT initiatives and travel as needed to support additional locations.
<h2 class="jobSectionHeader">What You&rsquo;ll Do</h2>
<ul><li>Serve as the primary on‑site IT technician for the Murray office, handling hands‑on issues that cannot be resolved remotely.</li>
<li>Act as the senior escalation point for advanced or complex hardware, software, and network troubleshooting.</li>
<li>Supervise, mentor, and provide daily guidance to the junior IT Helpdesk Technician, ensuring productivity and accountability.</li>
<li>Conduct ticket quality reviews and ensure documentation standards are being met across the team.</li>
<li>Oversee user account lifecycle management, permissions, workstation provisioning, and security configurations.</li>
<li>Manage hardware inventory, asset tracking, and software licensing across multiple locations.</li>
<li>Lead IT projects from planning to implementation, collaborating with internal departments.</li>
<li>Identify recurring issues, recommend solutions, and implement process improvements to reduce ticket volume and resolution time.</li>
<li>Contribute to internal knowledge base articles, guides, and team training materials.</li>
<li>Travel as needed to support additional company locations.</li>
</ul><h2 class="jobSectionHeader">What We&rsquo;re Looking For (Required)</h2>
<ul><li>4+ years of IT support experience, including 1+ year in a senior, lead, or mentorship capacity.</li>
<li>Strong experience troubleshooting Windows, PC hardware, and core networking (IP, DNS, DHCP, Wi‑Fi, VPN, etc.).</li>
<li>Experience managing or administering Microsoft 365 (Entra, Intune, Defender, etc.).</li>
<li>Clear written and verbal communication skills with the ability to work directly with senior leadership and non‑technical staff.</li>
<li>Able to manage competing priorities, delegate tasks, and see complex issues through to resolution.</li>
<li>Evidence of ongoing professional growth (certifications, home labs, scripting projects, etc.).</li>
</ul><h2 class="jobSectionHeader">Preferred Qualifications</h2>
<ul><li>Experience administering helpdesk or RMM platforms.</li>
<li>PowerShell or scripting experience for automation or provisioning.</li>
<li>Experience supporting multi‑site IT environments.</li>
<li>Familiarity with IT asset management and software license compliance.</li>
</ul><h2 class="jobSectionHeader">Work Environment</h2>
<ul><li>Full‑time, on‑site role based in Murray, Utah.</li>
<li>Some travel required to the Seattle headquarters or other locations for meetings, projects, or coverage.</li>
<li>Ability to lift up to 50 lbs.</li>
</ul><h2 class="jobSectionHeader">Compensation &amp; Benefits</h2>
<ul><li>Hourly Range: $29&ndash;$34/hr (based on experience)</li>
<li>Medical, dental, vision insurance</li>
<li>401(k)</li>
<li>Paid parental leave</li>
<li>Charitable time off</li>
<li>Additional company benefits provided upon hire</li>
</ul><h2 class="jobSectionHeader">Eligibility</h2>
Applicants must be authorized to work in the United States on a full‑time basis.</div></div>

Senior IT Help Desk Technician

Mitutoyo America Corporation

<div>Position Summary

Perform functions to support the Technical Support Manager in coordinating daily technical support operations for precision measuring equipment and metrology solutions (e.g., coordinate measuring machines (CMMs), vision systems, form measurement systems, and precision hand tools such as calipers and micrometers).

Provide technical guidance to customers, distributors, and internal personnel while assisting with team oversight, operational execution, and process improvement initiatives. 


Reasonable Accommodations Statement
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential job functions. 
What You'll Do:
<ul><li>Assist in coordinating day-to-day technical support activities for precision measuring equipment and metrology products (e.g., CMMs, vision systems, surface/contour measurement systems, and precision hand tools).</li>
<li>Provide technical support to customers, distributors, and internal personnel on current and newly released measurement equipment and software solutions.</li>
<li>Support implementation of departmental goals, objectives, policies, and procedures as directed by the Technical Support Manager.</li>
<li>Assist in reviewing new product specifications, technical documentation, and engineering details related to measurement systems, and provide feedback to management.</li>
<li>Support communication and coordination with related departments, including information exchange with the parent company in Japan as directed.</li>
<li>Assist with competitive product research, particularly related to metrology equipment and industrial measurement technologies, and provide findings to management.</li>
<li>Coordinate technical product setup and support trade shows and customer demonstrations involving precision measurement systems and inspection equipment.</li>
<li>Track departmental activities and provide operational reports to management as requested.</li>
<li>Participate in continuous improvement initiatives and assist with implementation of process enhancements.</li>
<li>Serve as a technical resource for team members and assist in resolving escalated support issues related to measurement equipment and applications.</li>
<li>Perform other duties as assigned by the Technical Support Manager.</li></ul> 


Skills You'll need:
<ul>
<li>Technical Expertise</li>
<li>Customer Focus</li>
<li>Problem Solving</li>
<li>Collaboration</li>
<li>Operational Execution</li>
<li>Communication Skills</li>
<li>Continuous Improvement</li></ul> 


Why choose Mitutoyo? 
Mitutoyo America Corporation is a leader in the field of precision measuring tools and instruments. We serve an important role in providing state-of-the-art measurement products to manufacturing companies throughout North America. We are the only full-line provider of Metrology solutions in North America that can satisfy every measurement challenge faced by our customers. Our benefits include:
<ul>
<li>Competitive Salary package - $83k - $105K Annual Salary</li>
<li>Minimum 17 days PTO plus at least 10 paid holidays per year</li>
<li>Shut down period at the end of the year</li>
<li>Medical, Dental, Vision &amp; Life Insurance</li>
<li>STD, LTD, Employee Assistance Program</li>
<li>401(k) Plan plus company match</li>
<li>Tuition Reimbursement</li>
<li>Service Recognition</li>
<li>Company Vacation House in Florida</li></ul> 


Supervisory Responsibilities: Provide day-to-day guidance and technical support to Technical Support team members working with precision measurement equipment and customer applications. Assist the Technical Support Manager with:
<ul>
<li>Training and onboarding support</li>
<li>Scheduling and workload coordination</li>
<li>Providing input into performance feedback</li>
</ul>
May lead projects or initiatives as assigned but does not have final authority over hiring, termination, disciplinary action, or budget approval. 


Work Environment: Office Environment. 


Physical Demands: The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc. 


Position Type and Expected Hours of Work: This is a full-time position. Monday &ndash; Friday 8:30AM &ndash; 5:00PM includes a 1-hour unpaid lunch. 


Travel: Up to 20&ndash;25% travel as required to support training, trade shows, or technical support needs. 


Required Education and Experience: Four-year degree or equivalent combination of education and experience. Five (5) years of technical support or related technical experience. Prior lead or team coordination experience preferred. 


Other Duties: Please note this job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. 


Reports to: Technical Support Manager 


Equal Opportunity Employer

Mitutoyo America Corporation is an Equal Opportunity Employer. It is our policy to judge employees on their individual merits, skills, abilities, performance, etc. The Company offers equal opportunities to all qualified applicants and employees without regard to race, religion, color, age, sex, national origin, veteran status, marital status, sexual orientation or disability in accordance with applicable federal and state laws. This policy applies to all areas of our employment relationship.</div>

Technical Support Assistant Manager - Aurora, IL

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