Senior Technician IT Infrastructure

**Why Ryan?** * Competitive Compensation and Benefits * Business Connectivity Reimbursement (Phone/Internet) * Gym Membership or Equipment Reimbursement * LinkedIn Learning Subscription * Flexible Work Environment * Tuition Reimbursement After One Year of Service * Accelerated Career Path * Award-Winning Culture & Community Outreach The Senior Technician is a cornerstone within Ryan’s Information Technology (IT) team, adept in Desktop Administration with a broad skill set in IT infrastructure, including Networks, Servers, and Telecommunications. Tasked with maintaining optimal systems and site performance and security, this role blends hands-on technical work with strategic project management and vendor collaboration. Emphasizing a proactive approach, the Senior Technician ensures robust, secure IT operations, supporting both daily needs and long-term initiatives. **Duties and responsibilities, as they align to Ryan’s Key Results** **People:** * Foster a culture of collaboration and continuous improvement within the IT team. * Act as a senior escalation point for complex technical issues and provide guidance to the Service Desk team. * Lead communication and project coordination with business units, representing IT infrastructure services across the organization. * Manage vendor relationships to enhance service delivery and optimize performance. * Oversee multiple projects, demonstrating strong time management and leadership skills. * Partner with IT management to improve service delivery methods and procedures. * Support continuous cross-training within the Desktop Administration Team. * Participate in on-call rotations for critical support outside normal business hours. **Client**: * Act as the primary point of contact for IT infrastructure support at designated locations, ensuring the reliability and performance of desktop and broader IT systems through strategic and hands-on support. * Deliver tier 3 support for the Service Desk on desktop issues and provide tier 1-2 support for network, server, and telecommunications queries, showcasing a deep understanding of the IT infrastructure spectrum. * Responsively address service desk requests via various channels, ensuring all tickets are resolved efficiently and in alignment with firm SLAs and "Best Practice" guidelines, to exceed client expectations. * Forge strong, collaborative relationships with business units and vendors, serving as a critical liaison to translate requirements into IT solutions, address challenges, and align infrastructure developments with business goals. * Manage the coordination, movement, and reconnection of IT infrastructure equipment, ensuring smooth transitions and minimal disruption to operations. * Offer direct assistance to users, addressing queries and problems with a focus on service excellence and user satisfaction, ensuring that IT supports business productivity and growth. **Value:** * Lead strategic IT infrastructure projects beyond desktop technology, contributing to the design and deployment of scalable, secure solutions. * Develop and uphold IT standards, policies, and procedures. * Optimize vendor management for value and performance. * Stay current with emerging technologies and recommend relevant innovations. * Provide advanced troubleshooting and maintenance across IT infrastructure components. * Promote operational excellence through ITIL frameworks and best practices. * Conduct audits and performance analyses to optimize systems. * Manage resource allocation and capacity planning to support future business needs. **Education and Experience:** * Bachelor’s degree in a relevant technology field, or equivalent experience and knowledge of computer/network principles, is required.  * More than 7 years of IT Infrastructure Support experience in medium to large multi-location companies managing Desktops, servers, networks, and telephony. * Proven ability to provide tier 1-3 Desktop support in a 5,000+ user corporate computing environment that consists of Windows 10/11 and Mac clients. * Proficiency in using industry-standard Mobile Device Management (MDM) solutions, such as JAMF Pro and Intune, to manage a variety of devices, ensuring secure and efficient operations across the organization. * Must have a solid foundation in network, server, and telecommunication systems, with the ability to manage and troubleshoot complex infrastructure issues. * Strong project management skills and experience with Incident and Change management processes. * Exceptional problem-solving abilities and communication skills. * Ability to collaborate to determine the most appropriate technical strategies and designs to meet business needs. **Computer Skills:** * Proficient in Microsoft® O365 and Windows 10/11. * Familiar with SCCM, VMware vSphere, and networking technologies. * Experience with PowerShell scripting and MDM tools like JAMF Pro and Intune is preferred. * Additional knowledge in Microsoft Server Operating Systems and components (Active Directory, DNS, DHCP, ADFS), VoIP, VLANs, LAN/WAN technologies, load balancers, and wireless technologies is a plus. **Certificates and Licenses:** * Valid driver’s license required.  * Microsoft® O365, MCP, and Active Directory certifications preferred. * Additional certifications in Windows Server, VMware, CCNA, Network+, or Security+ are advantageous. **Work Environment:** * Standard indoor working environment. * Occasional long periods of sitting while working at a computer. * The position requires regular interaction with employees at all levels of the Firm and external vendors. * Able to travel internationally, travel requirement: up to 25%. #Li-Hybrid