Lead IT Technician

Saronic Technologies is a leader in revolutionizing autonomy at sea, dedicated to developing state-of-the-art solutions that enhance maritime operations through autonomous and intelligent platforms. 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) BENEFITS Medical Insurance: Comprehensive health insurance plans covering a range of services Saronic pays 100% of the premium for employees and 80% for dependents Dental and Vision Insurance: Coverage for routine dental check-ups, orthodontics, and vision care Saronic pays 100% of the premium under the basic plan for employees and 80% for dependents Time Off: Generous PTO and Holidays Parental Leave: Paid maternity and paternity leave to support new parents Competitive Salary: Industry-standard salaries with opportunities for performance-based bonuses Retirement Plan: 401(k) plan with company match Stock Options: Equity options to give employees a stake in the company’s success Life and Disability Insurance: Basic life insurance and short- and long-term disability coverage Pet Insurance: Discounted pet insurance options including 24/7 Telehealth helpline Additional Perks: Free lunch benefit and unlimited free drinks and snacks in the office Saronic CCPA Notice for Candidates and California Employees https://saronic-assets-public.s3.us-east-2.amazonaws.com/Saronic%20CCPA%20Notice%20for%20Candidates%20and%20California%20Employees.pdf If this role is based in the United States, it requires access to export-controlled information or items that require “U.S. Person” status. As defined by U.S. law, individuals who are any one of the following are considered to be a “U.S. Person”: (1) U.S. citizens, (2) legal permanent residents (a.k.a. green card holders), and (3) certain protected classes of asylees and refugees, as defined in 8 U.S.C. 1324b(a)(3) https://www.govinfo.gov/link/uscode/8/1324b. Saronic does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits. We are also committed to providing reasonable accommodations for qualified individuals with disabilities.