Matlen Silver
Description
Senior Technical Support (PowerUp Technician)
Location: Wilmington, DE
Duration: 9-month contract (to start)
About the Role We are seeking a Senior Technical Support (PowerUp Technician) to provide customer-first support for a fast-growing business group spanning multiple divisions. This role emphasizes exceptional service, strong technical troubleshooting, and collaboration across teams.
You’ll play a key role in supporting end users across a mixed environment of Windows PCs, Macs, and mobile devices, while also assisting the Service Desk with intake and issue resolution.
Key Responsibilities
- Deliver high-quality technical support to a growing, multi-division user base
- Provide hands-on support for laptops (Windows and macOS) and mobile devices
- Maintain a strong customer-first approach with excellent communication
- Assist the Service Desk by actively handling and resolving intake calls
- Collaborate with peers and participate in cross-training initiatives
- Contribute to operational readiness and process improvement efforts
- Partner closely with site leadership and act as backup when needed
- Identify skill gaps and proactively pursue improvement
- Work cross-functionally with team members to ensure seamless support delivery
Basic Qualifications
- High School Diploma, GED, or equivalent
- 3+ years of experience in remote administration and end-user support
- 3+ years of experience with Windows 10 (or earlier versions)
- 3+ years of experience with ticketing systems (e.g., Zendesk, HPSM, ServiceNow)
- 1+ year of experience with Google Workspace applications
- 1+ year of experience with macOS (High Sierra or later)
Preferred Qualifications
- Bachelor’s degree in Business, Information Systems, Computer Science, or equivalent experience
- Experience with Active Directory services and integration
- Experience with ITSM processes (incident, problem, change management)
- Apple certifications
- Experience with virtualization tools (e.g., VMware Fusion, ESX)
- Experience with macOS Server administration
- Experience with endpoint management tools (e.g., JAMF Casper Suite, SCCM)
- Familiarity with productivity tools on Mac (e.g., Microsoft Office, Skype/Lync)
- Experience supporting 100+ Mac users
- Experience with image deployment, system testing, and security tools (e.g., McAfee) across Windows and macOS