Senior IT Support Technician – Remote – REMOTE

Job Overview

Pay Rate:The annual base salary range for this position $75,000 to $95,000. Please note that the salary information is a general guideline only. At Sawdey Solution Services, we recognize that attracting the best talent is key to our strategy and success as a company. We will consider several factors when extending an offer to an applicant. These factors include (but are not limited to) the position, associated responsibilities, work experience, education, related training, and related skills.
Position Location: Remote, NH
Position Location Specifics: Must reside in a commutable distance from the Southern New Hampshire (Keene/Nashua/Portsmouth) area.Please note: periodic travel to local client sites will be required.
Work Environment: Remote/Telework/Work From HomePlease note: The storage and shipping of certain equipment, including broken devices or those designated for imaging, may be necessary.
Who You’ll Report To: This position will report directly to the IT Service Manager.
About the Role:This position falls under the umbrella of Sawdey’s Managed Services Division (MSD). Sawdey MSD is a full-service Managed Service Provider (MSP)/Managed Security Service Provider (MSSP) providing IT and/or cybersecurity services to a variety of different clients (defense/government contractors, municipalities, non-profits, commercial organizations, etc.).
The Senior IT Support Technician is responsible for assisting with the planning, designing, implementing, and maintaining of external IT solutions for MSD clients. This position requires someone with Tier 2 or higher knowledge and capabilities. This position works with minimal supervision, particularly in areas that demand advanced technical skills. This role involves mentoring and sharing expertise with team members to enhance their knowledge, skills, processes, and overall performance. Additionally, this position acts as a key resource for managing and resolving issues. It is essential for this team member to deliver outstanding customer service, resolve problems promptly, ensure systems are highly available and reliable, communicate effectively, and contribute positively to the team. Additional Responsibilities Include, but are not Limited To:Assist end-users with questions and problems by working tickets submitted to the service desk via the ticketing system.Handle service request escalations from Tier 0 and Tier 1 team members.Perform remote troubleshooting using diagnostic techniques and tools and asking pertinent questions.Troubleshoot complex LAN/WAN, firewall, and wireless network issues.Troubleshoot advanced issues, which may include Cybersecurity Maturity Model Certification (CMMC) technical support and implementation.Manage computer objects, user account permissions, and group policy within Active Directory and/or Entra.Perform the configuration of image builds and/or modifications.Provide detailed notes and descriptions within all service tickets.Identify and suggest potential improvements to procedures, processes, or tools.Communicate and collaborate with employees, clients, and colleagues in a professional, respectful, and timely manner.Responsible for supporting Managed Services work/contracts inclusive of CMMC technical support, ticket creation and response, network design, and overall client management. Participate in on-call rotation.Understand and adhere to CMMC and other compliance requirements.May serve as a mentor to fellow Sawdey MSD team members.Participate in an on-call rotation.Perform other duties, as assigned.
Experience Requirements: Five (5) + years of IT related experience. Four (4) + years’ experience working with networks, servers, and cloud-based systems.Must have Tier 2 knowledge and capabilities.
Must have experience working with at least some of the following:Windows Server 2016-2022 and server roles such as Active Directory, DHCP, Group Policy, and DNSVMware ESXi & vCenterWindows 10LinuxMac OSXOffice 365 Commercial, GCC, and GCC-HighAzure and Azure GovernmentAzure SentinelZscalerAvePointDuoCrowdStrikeFirewalls – Sonicwall, Fortinet, Cisco, JuniperWireless – Aruba, Cisco, UnifiSwitching – VLANs, QoS, LAGs, Jumbo FramesStorage Systems – SAN, NASVulnerability Scanning and ManagementConfiguration Management and MaintenanceIT and Compliance DocumentationHelpdesk ManagementClient, Project, and Ticket Management
Desired Experience:National Institute of Standards and Technology (NIST) Frameworks such as NIST Special Publication (SP) 800-53, 800-171, and Cybersecurity Framework (CSF).Managed Services
Education Requirements: Bachelor’s degree in an IT-related field desired.
Certificate, License, and Registration Requirements:The following certifications are desired, but not required: -Cisco Certified Network Associate (CCNA)-Microsoft Certified Systems Engineer (MCSE)-Certified Cloud Security Professional (CCSP)
Other Required Skills & Abilities:Must be able to effectively communicate with customer and fulfill all duties and responsibilities as listed in the contract. Must be proficient in Microsoft Office suite including, but not limited to: Word, PowerPoint, Excel, and Outlook.Must be able to communicate and collaborate with corporate employees, clients, and colleagues in a professional, respectful, and timely manner.Must have daily and accurate time entry accounting for all service and non-service tasks.Must be able to articulate technical information to non-technical people.Must be self-motivated and self-directed with the ability to work with minimal direction and oversite. Must be able to pay very close attention to detail.Must be able to participate in an on-call rotation.Must be able to use personal smartphone device on an as-needed basis to perform job-related tasks such as supporting an on-call rotation, accessing Microsoft Teams and Outlook, and enabling/signing into multi-factor authentication (MFA) applications. -Please Note: Incoming and Outgoing calls are made via an assigned extension in Microsoft Teams desktop. There is no requirement to use a personal smartphone device to support phone calls.
Background Check Requirements: Must be able to pass a favorable Background Check.
US Citizenship Requirements: To comply with CMMC requirements, as well as U.S. Government contracts, U.S. citizenship is required.
Benefits at Sawdey MSD:At Sawdey MSD, we offer an extensive benefits package. Our employee-focused benefits for full-time employees include:
Vibrant Company Culture: Become an integral part of our positive, encouraging, and uplifting team culture; we are all on this mission together!Healthy Work-Life Balance: We place a strong emphasis on work-life balance; we don’t just ‘talk the talk’ in terms of work-life balance, we ‘walk the walk’! We not only support, but highly encourage, prioritizing your health and well-being.Competitive Compensation Package: Competitive rates with comprehensive medical, dental, and vision benefits for you, your spouse, and your dependents.-Health Saving Account (HSA) with employer contributions.-Dependent-care Flexible Spending Account (FSA).-Parking and Transit Flexible Spending Account (FSA).-Excellent PTO package (based on status).-Immediately vested 401 (k) with employer matching.-Employee Assistance Program (EAP).-Employee Referral program with compensated referrals! -Additional benefits offered!Extra Compensation Opportunities: -Additional compensation for on-call duty weeks, including a premium for weeks that include a Federal holiday.Grow With Us: We offer a paid Training and Tuition reimbursement program to help you advance and excel in your career. We also offer an employee mentorship program and prioritize internal promotions and success.
Sawdey MSD firmly believes in our employees and advocates an environment to promote from within, which serves to boost morale while keeping high performers engaged and challenged. We also place the utmost importance on team building and collaboration in a remote environment. To promote these beliefs, you will also find additional benefits and programs that will enrich your career here at Sawdey MSD:
Lunch and learns.Employee mentorship program.Focus on internal career advancement and growth.Virtual team building activities.Wellness challenges.