Senior Technology Consultant
Description
About Dean Dorton
Dean Dorton’s team makes up one of the largest advisory firms in the United States. We thrive when you thrive! We are here to help you succeed in every step of your development and career as you work with nationally recognized experts in a recognized best place to work.
About the Role:
The Senior Technology Consultant is responsible for managing the daily operations of the IT support team while providing escalated technical support to end users. This critical role serves as a bridge between front-line help desk technicians and higher-level IT management, ensuring efficient resolution of technical issues while maintaining high service standards.
Essential Duties and Responsibilities:
- Supervise, coach, and mentor a team of help desk technicians
- Create and manage technician schedules to ensure adequate coverage
- Conduct regular performance evaluations and provide constructive feedback
- Identify training needs and facilitate professional development opportunities
- Foster a collaborative and positive team environment
- Serve as the escalation point for complex technical issues
- Analyze and resolve challenging hardware, software, and network problems
- Maintain comprehensive knowledge of IT systems, applications, and infrastructure
- Develop and document technical solutions for recurring issues
- Monitor and maintain the ticket management system
- Establish and enforce response time and resolution standards
- Analyze support metrics and prepare regular performance reports
- Identify trends in support requests to drive process improvements
- Develop and maintain technical documentation and knowledge base articles
- Maintain clear communication with end users regarding support status
- Provide regular updates to IT management on support operations
- Coordinate with other IT teams on cross-functional projects
Experience & Qualifications:
- Bachelor’s degree in computer information systems
- 3-5 years of progressive IT support experience required
- 2+ years of supervisory experience
Essential Skills:
- Strong leadership and team-building abilities
- Excellent verbal and written communication skills
- Exceptional problem-solving and critical-thinking capabilities
- Ability to prioritize and manage multiple competing demands
- Customer service orientation with a focus on user satisfaction
- Aptitude for learning new technologies quickly
Software & Tools:
- Microsoft 365, Windows 10 & 11
- Microsoft Intune and Azure
- Active Directory
- Antivirus and EDR tools
- RMM solutions
- Workstation imaging and inventory solutions
- MFA solutions such as Okta or DUO
- Citrix VDI
- Project Management experience
This job description is intended to describe the general nature and level of work being performed by team members assigned to this position. It is not intended to be an exhaustive list of all responsibilities, duties, and skills required. Additionally, responsibilities and duties may vary depending on business needs and individual circumstances. Dean Dorton is an equal opportunity employer.