Senior IT Implementation Technician

Job Summary

Owning the end-to-end implementation of client software and identity/security platforms, the full-time Senior IT Implementation Technician will drive successful rollouts, resolve escalated issues, and mentor junior technicians while working remotely.

Key responsibilities

• Manage the implementation of client software platforms and special projects from kickoff to full rollout
• Provide Tier 2 and Tier 3 technical support, addressing complex issues requiring advanced troubleshooting
• Document processes and knowledge to enhance the support team's capabilities and maintain implementation runbooks

Required qualifications

• Experience in Tier 2/3 IT support, particularly with complex technical issues
• Proficiency with identity and security tools such as Okta, JumpCloud, 1Password, and Microsoft Entra ID/Azure AD
• Strong project management skills, capable of overseeing software implementations with minimal oversight
• Ability to communicate technical concepts clearly to clients and non-technical stakeholders
• Experience mentoring less experienced technicians and improving support quality