Senior Technical Support Specialist

Who We Are Looking For

Are you the go-to tech expert who thrives on solving problems and making systems hum with precision? NorthRock Partners is looking for a Senior Technical Support Specialist to join our fast-paced, service-focused team. This is your chance to support a dynamic group of professionals, own high-impact technical projects, and bring calm to chaos when complex IT issues arise.

About the Role

As a Senior Technical Support Specialist, you'll be the front line and behind-the-scenes force that keeps our tech ecosystem running smoothly. You’ll provide hands-on, high-level support across Windows and macOS platforms, guide system improvements, and help shape a seamless IT experience for our internal teams.

What You Will Do

• Provide advanced technical support for hardware, software, and systems across Windows and macOS platforms
• Independently manage, troubleshoot, and resolve complex technical issues, ensuring minimal disruption to business operations
• Serve as the primary point of contact for all IT support needs, including incident management, escalation, and follow-up
• Collaborate with vendor partners and internal IT teams on major incidents, system upgrades, and technical initiatives
• Ensure the smooth setup of workstations and peripherals, including physical setup and configuration for new hires or relocations
• Oversee AV and conference room technology; provide hands-on support during executive presentations and high-visibility meetings
• Maintain accurate inventory of IT assets and manage equipment lifecycle, including procurement, deployment, and decommissioning
• Create and maintain internal technical documentation, including support procedures and troubleshooting guides
• Monitor and maintain key systems and proactively identify opportunities for process improvements or technical optimizations
• Manage and track all tickets using an ITSM platform, ensuring SLA compliance and effective user communication throughout the support process

What You Bring

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent experience
• Preferred certifications: CompTIA (A , Network , Security ), Microsoft 365 Certified, Apple ACSP, or ITIL Foundations
• Minimum of 5 years of hands-on experience in technical support, IT operations, or a related role
• Proficiency with both Windows and macOS systems, including imaging, configuration, and troubleshooting
• Familiarity with ITSM platforms (e.g., ServiceNow, Jira Service Desk) and standard ticket workflows
• Strong working knowledge of networking concepts, endpoint security, SaaS administration, and enterprise tools
• Excellent problem-solving skills with strong attention to detail and the ability to work independently in a high-responsibility environment
• Effective communication skills, with the ability to explain technical solutions in clear, user-friendly terms

Who You Are

• Problem-Solving Mindset: The ability to think critically and troubleshoot complex technical issues efficiently, often under time pressure or with limited information
• Customer-Focused Approach: A strong commitment to user satisfaction, with the patience and communication skills needed to support users at all technical skill levels
• Adaptability: Comfortable working in a dynamic environment, able to pivot between tasks, handle shifting priorities, and keep pace with evolving technologies

Additional Requirements

• Work Authorization: Must be authorized to work in the United States
• Background Check: Successful completion of a credit and criminal background check is required

Compensation & Benefits 

The estimated hourly rate for this role is between $36.47- $54.70 per hour. Base salaries are determined based on job-related knowledge, skills, experience, and geographical work location. In addition, depending on the role, many roles are eligible for variable pay such as bonuses, commissions, and/or long-term incentives. To energize and inspire, we offer comprehensive benefits, including a company-funded ESOP and strong retirement plans, tuition reimbursement, comprehensive healthcare/dental/vision coverage, and generous Paid Time Off (PTO).

Work Conditions

• Physical Requirements: This role requires occasional physical activity such as lifting, moving, and setting up computer equipment (monitors, docking stations, desktops, etc.). Ability to lift up to 25 pounds may be necessary.
• Repetitive Duties: The position involves extended periods of sitting and computer use, as well as repetitive tasks related to troubleshooting and data entry.
• On-Site Presence: While much of the work is performed from a desk or workstation, occasional movement throughout the office is required to provide in-person technical support and attend meetings.
• We are committed to providing reasonable accommodation for individuals with disabilities. If you require assistance or accommodation during the application or employment process, please contact the People Team at PeopleTeam@NorthRockPartners.com.
• NorthRock Partners is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other characteristic protected by law. We provide an inclusive and welcoming environment for all employees and applicants.

Salary : $36 - $55