Technical Support - Sr

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 ResponsibilitiesDeliver high-quality technical support to a growing, multi-division user baseProvide hands-on support for laptops (Windows and macOS) and mobile devicesMaintain a strong customer-first approach with excellent communicationAssist the Service Desk by actively handling and resolving intake callsCollaborate with peers and participate in cross-training initiativesContribute to operational readiness and process improvement effortsPartner closely with site leadership and act as backup when neededIdentify skill gaps and proactively pursue improvementWork cross-functionally with team members to ensure seamless support deliveryBasic QualificationsHigh School Diploma, GED, or equivalent3+ years of experience in remote administration and end-user support3+ 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 applications1+ year of experience with macOS (High Sierra or later)Preferred QualificationsBachelor’s degree in Business, Information Systems, Computer Science, or equivalent experienceExperience with Active Directory services and integrationExperience with ITSM processes (incident, problem, change management)Apple certificationsExperience with virtualization tools (e.g., VMware Fusion, ESX)Experience with macOS Server administrationExperience 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 usersExperience with image deployment, system testing, and security tools (e.g., McAfee) across Windows and macOS