About this role
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%.
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