User Support Technician, Sr

Position Summary:

The Sr. User Support Technician is responsible for delivering and coordinating enterprise end-user technology services across Ventura Foods. This position is responsible for providing user and technical support with the highest degree of customer service, to all Ventura Foods employees. The  Sr. User Support Technician is able to act independently with limited oversight. The role provides support for all end user hardware, conference rooms, office printers and end user productivity software and file systems throughout the end user lifecycle from onboarding to offboarding and performs other duties as assigned. The role ensures employees can effectively perform their jobs by providing advanced technical support, managing endpoint devices throughout their lifecycle, maintaining accurate asset records, overseeing hardware and software deployments, supporting security and compliance initiatives, and leading technology refresh and modernization projects. The position also acts as the bridge between frontline support, engineering, vendors, and business users to provide a consistent, secure, and high-quality digital workplace experience.

Major Duties and Responsibilities:

End User Support: Provide Level 2 and Level 3 technical support for desktops, laptops, mobile devices, printers, conference room technology, and related systems. Diagnose and resolve complex hardware, software, operating system, and connectivity issues. Serve as an escalation point for support teams, develop troubleshooting documentation and knowledge articles, and deliver end-user and technical training in person and remotely. Collaborate with infrastructure, network, and security teams to resolve critical business issues and support enterprise technology initiatives.

Endpoint Lifecycle Management: Configure, deploy, maintain, refresh, and retire endpoint devices across Windows, macOS, iOS, Android, and Microsoft 365 environments. Manage large-scale device deployment and refresh programs, perform advanced troubleshooting and root cause analysis, and ensure endpoints are provisioned and maintained according to company standards.

Asset Management: Maintain accurate hardware and asset records throughout the device lifecycle. Track inventory, assignments, replacements, and disposals while ensuring compliance with asset management, governance, and audit requirements.

Fleet Compliance & Risk Management: Deploy operating system updates, security patches, and application upgrades. Package and distribute software, monitor endpoint compliance, and remediate devices that do not meet corporate security and operational standards.

Continuous Improvement, Leadership & Team Support: Provide technical leadership and mentorship to support staff. Lead projects, rollout activities, and continuous improvement initiatives. Develop and maintain technical procedures, standards, deployment documentation, and knowledge articles. Serve as a subject matter expert for endpoint technologies, research emerging solutions, and drive operational efficiencies through process improvements and knowledge sharing.

Vendor & Procurement Management: Partner with vendors to support hardware and software procurement, warranty services, and equipment lifecycle management. Establish and maintain technology standards, including hardware profiles aligned to business needs. Oversee equipment fulfillment processes, support self-service procurement solutions, and ensure employees receive the appropriate technology resources to be productive on Day One.

User Lifecycle Management: Build, test, and maintain automated device deployment processes using enterprise management platforms such as Microsoft Intune, Autopilot, and Jamf. Coordinate with HR and IT stakeholders to ensure timely provisioning, deployment, and delivery of equipment. Administer role-based access controls, licensing, security groups, and automated user provisioning to ensure employees receive appropriate access and productivity tools.

Education and Experience:

• Required: Hands-on experience with Intune, SCCM/MECM, Active Directory, PowerShell scripting, and endpoint security.
• Experience supporting and managing executive collaboration and A/V environments.
• Experience supporting global executives, enterprise leadership teams, or multinational environments. Active Directory, Microsoft Azure/Entra-style account administration, user/device provisioning, group & distribution list management, new-hire onboarding and offboarding, password/account resets.
• Administration of Microsoft 365 (Excel, Outlook, PowerPoint, Teams).
• Identity verification procedures for account/password changes, SOP and knowledge-based authoring, IT asset inventory and lifecycle tracking. ServiceNow (ticket logging, categorization, SLA tracking).
• Thorough understanding of Configuration Profile Engineering: Create baseline profiles (Wi-Fi, VPN certificates, BitLocker/FileVault policies, localized software bundles) mapped to specific job functions. 
• Ability to troubleshoot dynamic IP assignment failures, lease renewals, and clearing local DNS caches
• Ability to diagnose network band issues (2.4GHz vs. 5GHz), wireless profile corruption, and enterprise authentication protocols (like 802.1X/WPA3).
• Setting up, maintaining, and troubleshooting remote client software (e.g., Cisco AnyConnect, Palo Alto GlobalProtect) for hybrid workers.

Knowledge and Skills:

• Required: Certifications such as CompTIA A+ Security, Microsoft MD-102, Apple ACSP, or ITIL v4 Foundation.
• Familiarity with Jamf Pro and Apple ecosystem management.
• Prior experience supporting international executive visits, board-level engagements, or high-profile delegations. AD/AAD GPOs. Intune, JAMF.
• Understanding of MFA & Passwordless Enrollment, RBAC rules.
• Understanding how IP addressing, subnet masks, and default gateways allow local and cross-subnet communication.
• Basic knowledge of CAT5e/CAT6 cabling standards, RJ45 termination, and verifying switch port status, link lights, or speed mismatches.