POSITION OVERVIEW:

GM2 Associates, Inc is seeking a seeking a motivated and experienced Senior IT Support Specialist to join our forward-thinking IT team. Reporting to the IT Operations Manager, you will serve as a senior technical escalation point, mentor junior staff, and ensure the stability and efficiency of IT infrastructure and support systems. In this role, you will also lead initiatives that drive technical improvement and operational excellence using the latest technologies. You will help modernize our IT environment through process automation, cloud optimization, and proactive infrastructure enhancements, playing a critical role in shaping a resilient, secure, and scalable technology ecosystem. This position may require occasional travel to GM2 branch offices and availability for weekend coverage as needed.

QUALIFICATIONS:

• Educational - Bachelor’s Degree Computer Science, Information Systems, or related equivalent experience preferred.
• Experience – 3+ years of experience in multi-site environment. Proven helpdesk leadership and escalation management skills
• Licenses & Certifications – CompTIA A+, Network+, Microsoft MCSA/MD-100/MD-101
• Technical Skills & Experience – Strong knowledge of Windows 10/11, Office 365, AD, Group Policy, macOS, and remote support tools. Networking fundamentals (DHCP, DNS, switches, VPN). Familiarity with Microsoft Endpoint Manager / Intune, anti-virus solutions (e.g., Sophos, CrowdStrike, Trend Micro XDR)
• Project Management - Proven history of successfully managing IT related projects. Innovative problem solver, reliable, flexible, and adept at managing changing priorities to improve automation and infrastructure design.
• Leadership – Self-starter who is willing to explore new options for improving processes and experiences,exceptional analytical skills and effective communication skills, customer-focused mindset, collaborative team player with the ability to support cross-office engagement.

• Lead day-to-day IT support (hardware, software, networking, AV systems) in Windows/macOS environments
• Mentor/help junior helpdesk staff and manage escalations
• Maintain user accounts via Active Directory/Office 365; manage permissions and access
• Deploy, configure, and troubleshoot desktops, laptops, printers, mobile devices
• Ensure network health, security updates, antivirus deployment, and patch management
• Create and maintain IT documentation: SOPs, configuration guides, knowledge base articles
• Provide remote and occasional on-site support at GM2 offices in the Northeast
• Collaborate with external vendors/IT partners