Senior IT Support Technician

Ascent Aerospace – Inspiring the next generation of flight!

Ascent Aerospace is a world-renowned, single-source provider of production and automated assembly systems for the aerospace and defense industry. We provide high-precision advanced automated equipment as well as a full suite of both mold and assembly tooling required for the aerospace manufacturing market, including the largest Invar molds ever made— making us the largest tooling group in the industry. We work with our customers to develop their project and see it through, from process engineering to build and installation, to ensure it is an efficient and cost-effective solution. As a true, single-source integrator, we have proven tools to surpass our customer expectations. We have greater control of timing and schedules, which allows for 100% accountability, and avoids costly mark-ups, ultimately saving our customers money. The result: a group of businesses, each an industry leader within their own discipline, now acting as one truly integrated supply base. 

SUMMARY OF POSITION

This is the highest individual contributor level in the IT support track, focusing on strategic support, complex problem resolution, system optimization, project leadership, and significant mentorship. The Senior IT Support Technician is a subject matter expert responsible for the most complex support issues, driving continuous improvement in IT service delivery, and leading support-related projects. This role acts as a primary technical escalation point, mentors junior staff, and contributes to the strategic direction of end-user support services. The Senior IT Support Technician is based in Macomb or Lake Orion, Michigan and provides support across all Ascent Aerospace Sites.

ESSENTIAL FUNCTIONS

• Acts as a top-tier escalation point, resolving the most complex, critical, and systemic client PC and software usage problems, often requiring advanced diagnostic techniques and vendor engagement.
• Develops and implements best practices for managing help desk requests and optimizing the support queue for maximum efficiency and user satisfaction.
• Leads the strategic management of client IT assets, including evaluating new technologies, developing lifecycle management processes, and ensuring compliance.
• Provides expert-level support and administration for VoIP systems, including complex troubleshooting, system optimization, and new feature implementation.
• Architects and implements solutions for backend client services, including advanced antivirus configurations, complex user access management, and network administration tasks such as VLAN assignments and basic routing troubleshooting.
• Provides expert-level support for client/server software applications, including in-depth troubleshooting, performance optimization, and development of advanced training materials.
• Leads the planning and execution of significant application changes and deployments, ensuring seamless integration, compliance, and minimal user impact.
• Develops and implements proactive strategies to eliminate downtime, including advanced preventive system maintenance, predictive analysis, and contributing to disaster recovery planning for end-user systems.
• Serves as primary subject matter expert and technical lead for all integrated third-party applications (Microsoft Office, CATIA, AutoCAD, etc.), providing advanced troubleshooting and guiding junior staff.
• Defines and champions a culture of exceptional customer service, identifying systemic issues that impact users and leading initiatives to improve the overall user experience.
• Collaborates strategically throughout the organization, acting as a trusted technical advisor and proposing IT solutions that align with core business objectives.
• Works with a high degree of independence and professionalism, often leading projects or complex problem resolution efforts with minimal supervision.
• Provides formal and informal mentorship, training, and technical guidance to IT Support Technician 1, 2, and 3 staff.
• Contributes to the development of IT policies, procedures, and documentation.

REQUIRED SKILLS, EDUCATION, AND EXPERIENCE

• Education – High School Diploma or Equivalent
• Experience – 5+ Years
• Progressive experience in IT support, with significant experience in a lead or senior role.
• Expert-level knowledge and troubleshooting skills for Windows desktop operating systems and complex software environments.
• Deep expertise with Microsoft Office suite and experience with specialized business-critical applications (e.g., CAD, DNC) in a manufacturing environment.
• Proven leadership in deploying and managing desktop imaging solutions.
• Expert-level knowledge of enterprise Anti-Virus/Anti-Malware and endpoint security solutions, including threat analysis and remediation.
• Advanced proficiency with remote management and diagnostic tools.
• Expert-level experience supporting and managing a diverse range of mobile devices and peripherals in an enterprise setting.
• Demonstrated ability to lead IT projects related to end-user support, system upgrades, or new technology rollouts.
• Mentorship experience.
• Experience in a manufacturing and\or engineering environment.

PREFERRED QUALIFICATIONS

• Education – bachelor’s degree in information technology or another related field
• Certification – CompTIA A+, Net+, Security+
• Ability to work collaboratively with a team across multiple sites.
• High energy, strong interpersonal skills, and a positive attitude.
• Ability to manage multiple tasks and competing priorities.
• Flexible, learns quickly, and adapts to changing priorities.
• Ability to write clear technical and end-user documentation.
• Basic knowledge of ITIL processes is a plus.
• Familiarity with Microsoft 365 GCC High tenant environments.
• Experience supporting aerospace, defense, or regulated manufacturing environments.

SUPERVISORY RESPONSIBILITY

• None

TRAVEL REQUIREMENTS

• Some travel between sites will be required. Primarily between Macomb and Lake Orion, MI.

WORKING CONDITIONS

Working conditions described here are representative of those that may be experienced by an employee on a daily basis while performing the functions of this job.

• Typically sits for extended periods at a computer workstation
• May access and work in the manufacturing plant
• While performing the duties of this job, employee may be exposed to moving mechanical parts, fumes and airborne particles
• The employee may be exposed to vibration
• The employee is occasionally exposed to caustic chemicals. The noise level in the work environment is usually moderate
• May be required to travel to other site locations during the work day
• May be required to work weekends to meet department and business demands
• Work with safe manufacturing processes and understand that eyewear is mandatory in the manufacturing area.
• Knows that safety shoes are recommended in the manufacturing area

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

• Must be able to sit, climb, balance, stoop, kneel, crouch or crawl.
• Must be able to see, talk, hear, touch, feel and reach with hands and arms.
• Must be able to frequently walk and stand for short periods of time
• Must be able to lift and move up to 35lbs, occasionally lift and move objects up to 50lbs.

SPECIAL REQUIREMENTS

Employment is contingent upon successfully passing an employee reference check, criminal background check, and drug screening.

This position requires use of information that is subject to the International Traffic in Arms Regulations (ITAR). All applicants must be U.S. persons within the meaning of ITAR. ITAR defines a U.S. person as a U.S. Citizen, U.S. Permanent Resident (i.e. 'Green Card Holder').

Ascent Aerospace is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category under applicable federal, state, and local laws. If you have a disability and you believe you need a reasonable accommodation in order to search for a job opening or to submit an online application, please call toll-free +1 586-726-0500. This phone number is created exclusively to assist disabled job seekers whose disability prevents them from being able to apply online. Only messages left for this purpose will be returned. Messages left for other purposes, such as following up on an application or technical issues not related to a disability, will not receive a response.

BENEFITS

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Short- and Long-Term Disability Insurance
• Life Insurance
• AD&D Insurance
• PTO
• 401k Match

No Unauthorized Referrals from Recruiters & Vendors

Please note that Ascent Aerospace does not seek or accept unsolicited resumes or offers from third party recruiters or staffing agencies associated with any published or unpublished employment opportunities. Any unsolicited information sent to Ascent Aerospace will be considered as unencumbered and free from any fee or charge whatsoever. Only members of our Human Resources Team have the authority to engage or authorize recruiting services, which must be agreed upon before the unsolicited resume or offer is received.