Owning the end-to-end implementation of client software and identity/security platforms, the full-time Senior IT Implementation Technician will drive successful rollouts, resolve escalated issues, and mentor junior technicians while working remotely. Key responsibilities Manage the implementation of client software platforms and special projects from kickoff to full rollout Provide Tier 2 and Tier 3 technical support, addressing complex issues requiring advanced troubleshooting Document processes and knowledge to enhance the support team's capabilities and maintain implementation runbooks Required qualifications Experience in Tier 2/3 IT support, particularly with complex technical issues Proficiency with identity and security tools such as Okta, JumpCloud, 1Password, and Microsoft Entra ID/Azure AD Strong project management skills, capable of overseeing software implementations with minimal oversight Ability to communicate technical concepts clearly to clients and non-technical stakeholders Experience mentoring less experienced technicians and improving support quality