Job Overview

Saronic is seeking an experienced and highly organized Lead IT Technician. This role is the senior hands-on technician on the IT support team, responsible for leading day-to-day support operations, while serving as the primary escalation point for complex technical issues. The ideal candidate will have a strong customer experience mindset, sound judgment under pressure, and the ability to plan and prioritize work in a fast paced environment. You will be responsible for reinforcing the daily work priorities for the support team, mentoring Associate and mid-level technicians, driving ticket quality and resolution times, and leading support projects from planning through completion.

Responsibilities

• Serve as the senior technical escalation point for hardware, software, and network issues, including desktops, laptops, servers, printers, and mobile devices.

• Take the lead over the ticket queue: triage and validate incoming tickets are progressing, set priorities, and ensure coverage is maintained for your team.

• Own device deployments end to end, including imaging, zero-touch enrollment, MDM configuration, refresh cycles, and decommissioning.

• Mentor Associate and IT Technicians through hands-on coaching, ticket quality reviews, and onboarding of new team members.

• Plan and lead IT support projects, migrations, and system upgrades: define scope, sequence the work, track progress, and communicate status to stakeholders.

• Maintain documentation, runbooks, and knowledge base articles so recurring issues can be resolved consistently at the first point of contact.

• Analyze ticket trends to identify recurring problems and drive the underlying fixes that reduce overall support volume.

• Administer and identify areas of improvement for user access workflows, including provisioning, deprovisioning, group membership, and permissions.

• Ensure adherence to security best practices, including data protection, access control, endpoint compliance, and patching.

• Maintain IT asset and inventory accuracy, including stock levels, hardware lifecycle, and vendor coordination for repairs and procurement.

• Work closely with cross-functional teams and senior IT staff to provide an excellent experience in support of the business.

Qualifications

• At least 5 years of relevant IT experience, including time as a senior technician, lead, or escalation point.

• Demonstrated experience with Mac and Windows device deployments, including endpoint management tooling such as Intune, Jamf.

• Advanced troubleshooting ability across hardware, software, networking, and identity or access-based issues.

• Experience administering identity and access platforms such as Microsoft Entra ID or Active Directory, including group and license management.

• Proven ability to plan work, prioritize competing tasks, and meet commitments in a fast-moving environment.

• Excellent written and verbal communication skills, with the ability to explain technical issues to non-technical users and set clear expectations.

• Experience with helpdesk and ticketing systems, including reporting on queue health and team performance.

Physical Demands

• Prolonged periods of sitting at a desk and working on a computer

• Occasional standing and walking within the office

• Manual dexterity to operate a computer keyboard, mouse, and other office equipment

• Visual acuity to read screens, documents, and reports

• Occasional reaching, bending, or stooping to access file drawers, cabinets, or office supplies

• Lifting and carrying items up to 20 pounds occasionally (e.g., office supplies, packages)

Time Off: Generous PTO and Holidays

Retirement Plan: 401(k) plan with company match

Pet Insurance: Discounted pet insurance options including 24/7 Telehealth helpline