Role Overview:
Position: Senior Technician, Computer Support
Department: Information Technology
Reporting to: Technical Support Manager
FLSA Status: Exempt
Location: Bentonville, Arkansas
Walton Enterprises is seeking a skilled, highly motivated and entrepreneurial individual to join the team as a Senior Computer Support Technician. The ideal teammate will have the demonstrated ability to support a diverse organization with end user and high touch customer support.

ABOUT THE POSITION

We are seeking an experienced and proactive Senior Computer Support Technician to join our Technology team. The ideal candidate will possess advanced technical expertise, a strong sense of initiative, and a natural ability to lead and mentor peers. You’ll join a top notch team and will not only provide high-level technical support, but you will also drive improvements, initiate solutions, and contribute to the overall success of the Technology department. You will be expected to take ownership of complex issues, lead by example, and help foster a collaborative and efficient working environment.

WHO WE ARE LOOKING FOR

Qualifications required for your success

• Bachelors’ degree in computer science, information technology, engineering, or related field
• 7-10 years hardware and software support experience
• Knowledge of internet security and data privacy principles
• Knowledge of M365 Administration
• Knowledge of Exchange Administration
• Knowledge of Intune Administration
• Knowledge of Apple Business Manager
• Valid driver’s license

Additional Helpful Experience Includes

• Relevant certifications preferred

• • Microsoft 365 Fundamentals or higher Certification – MS-900
• M365 Modern Desktop Administrator
• M365 Identity and Access Administrator
• M365 Messaging Administrator
• M365 Endpoint Administrator
• Apple Certified Support or IT Professional
• IT teaching and/or training experience preferred
• Prior leadership experience preferred

Additional Helpful Experience Includes

• Collaborative: love solving challenges together, share inspirations, and work as a team.
• Innovative: strive to find the best possible solutions given complex constraints and accelerated timelines.
• Ownership: strong ownership of our product and the customers we serve.
• Results Driven: ability to give that final push to deliver critical features on time.
• Humble: seek advice from peers to solve our most challenging issues.
• Business/Tech Expertise: Service Desk experience; supporting private companies who deal with sensitive data

Personal attributes that support your success

• Trusted advisor to principals and colleagues while demonstrating expertise and integrity.
• Results-oriented team player who is helpful, respectful, and collaborative.
• Exercises sound judgment and makes data-driven decisions.
• Lifelong learner who is inquisitive and solves problems with bold thinking and innovation.
• Visionary who plans for the future with imagination and wisdom.
• Dedicated to achieving operational excellence.

All offers of employment are contingent on your successful completion (where permitted by state law) of a confidentiality agreement and background check. In addition, you will need to provide proper identification verifying your eligibility to work in the United States on your first day of work.

You will report to the Technical Support Manager and will provide advanced technical support services for principals, associates, and a multitude of business covering a vast array of disciplines.

Responsibilities

• Perform daily administration and maintenance of Windows and macOS systems, including updates, patches, and configuration.
• Manage user accounts and access privileges through Active Directory and identity management tools (e.g., Azure AD, Okta).
• Assist with configuration and deployment of new devices using tools such as Microsoft Intune or JAMF.
• Provide advanced troubleshooting and advanced support for desktop and laptop issues on both Windows and macOS platforms.
• Troubleshoot hardware, software, operating system, and network connectivity problems for internal staff.
• Respond to support tickets via the help desk system and ensure timely resolution or escalation when needed.
• Guide users on best practices, software usage, and efficient troubleshooting steps.
• Troubleshoot VPN, Wi-Fi, LAN, and remote access issues.
• Collaborate with the infrastructure team on resolving local network or firewall-related concerns.
• Set up, image, and deploy computers using automated provisioning tools.
• Manage hardware asset inventory, track device assignments, and coordinate returns and replacements.
• Perform device wipe, reassign, or refresh actions as part of the employee onboarding/offboarding process.
• Collaborate with the Cyber team to remediate vulnerabilities or incidents on endpoints.
• Support productivity tools such as Microsoft 365, Google Workspace, Zoom, Slack, and Adobe Creative Cloud.
• Maintain software licensing and ensure compliance with installation policies.
• Liaise with vendors for escalated software or hardware support cases.
• Create and maintain documentation for troubleshooting processes, knowledge base articles, and internal IT workflows.
• Mentor junior team members and contribute to the continuous improvement of IT support procedures.
• Participate in cross-functional IT projects such as system upgrades, office expansions, or MDM implementations.
• Work closely with other technical teams (e.g., infrastructure, cybersecurity, DevOps) to align on initiatives and support needs