IT Support Tech, Principal

We’re currently seeking a IT Support Tech, Principal to join our Headquarters team! The IT Support Technician, Principal serves as a strategic and technical authority within the IT support team, responsible for designing solutions, leading high-impact initiatives, and ensuring operational excellence across the organization. This role functions as a subject matter expert and mentor, driving best practices in troubleshooting, infrastructure scalability, and service delivery. With a deep understanding of enterprise systems, the Principal Technician partners with leadership to shape IT support standards and integrate new technologies that enhance performance and efficiency. What You Will Do: Strategic Technical Leadership: Provide Tier 4, expert-level support and consultation for complex IT infrastructure challenges Lead architectural discussions and recommend long-term support strategies and tools Serve as final escalation point for technical issues across software, hardware, and networking domains Process Optimization & Standards: Define and document IT support protocols, tools, and escalation paths Evaluate support metrics and lead efforts to improve SLA performance Collaborate with other departments to align IT services with organizational goals Mentorship & Team Development: Mentor and train junior and senior technicians in technical troubleshooting and customer service Deliver workshops, onboarding support, and technical leadership within cross-functional projects Foster a culture of accountability, learning, and continuous improvement Field Support & Project Work: Define and document IT support protocols, tools, and escalation paths Evaluate support metrics and lead efforts to improve SLA performance Collaborate with other departments to align IT services with organizational goals Note: The job duties above provide a general sense of the role; though, additional duties may be assigned as necessary. How You Will Shine: Education: High school diploma or GED required Bachelor's degree or higher in IT or a related field preferred Experience: Minimum 8+ years of progressive experience in IT support or technical operations Demonstrated success in leading cross-functional technical projects Experience supporting enterprise-level infrastructure Licenses/Certifications: Advanced certifications such as CompTIA Security+, Cisco CCNA, Microsoft Certified Systems Engineer (MCSE), or equivalent  Knowledge, Skills, & Abilities: Mastery of IT systems, including endpoint management, security protocols, and infrastructure support Strong analytical and decision-making skills for complex technical environments Clear communication across technical and executive audiences Leadership capabilities with proven mentorship track record Expertise in incident, change, and problem management frameworks Commitment to innovation and continuous improvement