Mid Level Senior IT Support Specialist Jobs
Mid level senior it support specialist jobs go to professionals ready to own escalations end to end, mentor junior technicians, and resolve complex infrastructure issues with minimal supervision. Roles are distributed across on-site, hybrid, and remote settings in Technology & Software, Consulting & Professional Services, and Manufacturing, with employers like Amazon, Ursus, and MicroTech Systems hiring at this level now.
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Overview:
The IT Support Specialist will be the primary IT contact within the assigned region and responsible for delivering end-to-end support in accordance with IT standards and service level agreements. By partnering with local management, end-users, and technology teams, the IT Support Specialist ensures all incidents and needs are documented in ServiceNow, analyzed, resolved, and reported back within acceptable timeframes. This role will travel as needed to other offices within the assigned region to provide support and training while serving as the hands-on technical point of contact for Group IT.
Responsibilities:
Key Results / Accountabilities expected from role
- Proactively promote IT Connect 24/7 Portal and provide guidance to end users on incident and service request creation and portal use
- Troubleshoot, resolve and/or escalate locally reported incidents in ServiceNow (IT Connect 24/7) that cannot be resolved remotely by the Service Desk
- Ensure that all communications (calls/chat/in person) are logged into IT Connect 24/7 and log any that are not to maintain complete and thorough documentation
- Monitor ServiceNow to provide level 1 & 2 onsite support or remote support to ensure operational problems are resolved in a timely manner
- Travel to other branch offices within designated BU as needed for onsite support and troubleshooting
- Respond to enquiries from clients and take ownership of user problems, while being proactive when dealing with user issues
- Assist with all IT support related Ad-Hoc requests ranging from software troubleshooting to hardware installations
- Be involved in global projects to support other IT teams
- Configure computer systems, mobile devices, and peripherals for local office
- Virtual stock management in ServiceNow platform for devices for local office
- Manage users and devices in SCCM/Intune or Active Directory to forecast computer systems usage and manage local spare devices
- Performing related activities resulting from the position held which are requested by management to ensure operational integrity
- Ensure all requests are dealt with adherence to company policy and procedures
- Contact with Suppliers/Vendors and check delivery/arrange support
- Partner with IT and business personnel to discuss the impact of incidents on products and services
- Proactively learn and train other staff members on new product and service technologies
- Maintain a high degree of customer service for all support queries and adhere to all service management principles and set SLA’s
- Always providing excellent customer service
Qualifications
Experience & Expertise
- 3+ years of experience with Service Desk support or an equivalent role
- Ability to assess and prioritize issues while organizing daily responsibilities
- Excellent verbal communication and customer service skills
- Attention to detail
- Ability to work collaboratively in a team environment
- Be directly accessible and responsive to users; especially remote employees with limited time
- Service-Now, ADUC, Microsoft Azure, Microsoft Office 365 experience preferred
- CompTIA certifications is a plus
Additional Information:
Salary Range: $54,000-$57,500 Actual salary will be based on a variety of factors including relevant internal and external experience, knowledge, skills, scope of job, geographical location or other factors permitted by law
Benefits:
- 401(k) + matching
- Health, Dental, Vision insurance
- Life insurance
- Paid time off (PTO)
- Holiday Pay
Keller is an Equal Opportunity Employer. We encourage qualified women, minorities, veterans, individuals with disabilities, and others to apply.
Equal Employment Opportunity
Overview:
The IT Support Specialist will be the primary IT contact within the assigned region and responsible for delivering end-to-end support in accordance with IT standards and service level agreements. By partnering with local management, end-users, and technology teams, the IT Support Specialist ensures all incidents and needs are documented in ServiceNow, analyzed, resolved, and reported back within acceptable timeframes. This role will travel as needed to other offices within the assigned region to provide support and training while serving as the hands-on technical point of contact for Group IT.
Responsibilities:
Key Results / Accountabilities expected from role
- Proactively promote IT Connect 24/7 Portal and provide guidance to end users on incident and service request creation and portal use
- Troubleshoot, resolve and/or escalate locally reported incidents in ServiceNow (IT Connect 24/7) that cannot be resolved remotely by the Service Desk
- Ensure that all communications (calls/chat/in person) are logged into IT Connect 24/7 and log any that are not to maintain complete and thorough documentation
- Monitor ServiceNow to provide level 1 & 2 onsite support or remote support to ensure operational problems are resolved in a timely manner
- Travel to other branch offices within designated BU as needed for onsite support and troubleshooting
- Respond to enquiries from clients and take ownership of user problems, while being proactive when dealing with user issues
- Assist with all IT support related Ad-Hoc requests ranging from software troubleshooting to hardware installations
- Be involved in global projects to support other IT teams
- Configure computer systems, mobile devices, and peripherals for local office
- Virtual stock management in ServiceNow platform for devices for local office
- Manage users and devices in SCCM/Intune or Active Directory to forecast computer systems usage and manage local spare devices
- Performing related activities resulting from the position held which are requested by management to ensure operational integrity
- Ensure all requests are dealt with adherence to company policy and procedures
- Contact with Suppliers/Vendors and check delivery/arrange support
- Partner with IT and business personnel to discuss the impact of incidents on products and services
- Proactively learn and train other staff members on new product and service technologies
- Maintain a high degree of customer service for all support queries and adhere to all service management principles and set SLA’s
- Always providing excellent customer service
Qualifications
Experience & Expertise
- 3+ years of experience with Service Desk support or an equivalent role
- Ability to assess and prioritize issues while organizing daily responsibilities
- Excellent verbal communication and customer service skills
- Attention to detail
- Ability to work collaboratively in a team environment
- Be directly accessible and responsive to users; especially remote employees with limited time
- Service-Now, ADUC, Microsoft Azure, Microsoft Office 365 experience preferred
- CompTIA certifications is a plus
Additional Information:
Salary Range: $54,000-$57,500 Actual salary will be based on a variety of factors including relevant internal and external experience, knowledge, skills, scope of job, geographical location or other factors permitted by law
Benefits:
- 401(k) + matching
- Health, Dental, Vision insurance
- Life insurance
- Paid time off (PTO)
- Holiday Pay
Keller is an Equal Opportunity Employer. We encourage qualified women, minorities, veterans, individuals with disabilities, and others to apply.
Equal Employment Opportunity
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- Technology & Software18
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- Retail6
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Mid Level Senior IT Support Specialist Jobs: Frequently Asked Questions
How do I get a mid level senior it support specialist job?
Position yourself around ownership and complexity, not just task completion. Highlight experience resolving escalated tickets independently, leading small projects like system migrations or hardware rollouts, and supporting users across multiple platforms or sites. Certifications such as CompTIA Network+, Microsoft, or ITIL strengthen your application. Tailor your resume to show measurable impact, such as reduced downtime or faster resolution times, rather than listing duties.
Which companies hire mid level senior it support specialists?
Companies hiring mid level senior it support specialists right now include Amazon, Ursus, and MicroTech Systems, based on current listings on Migrate Mate as of August 2026. Hiring at this level is active across mid-size enterprises, managed service providers, healthcare networks, and large corporations with internal IT departments that need experienced technicians to handle complex support operations.
Are there remote mid level senior it support specialist jobs?
Yes, though many roles at this level still require some on-site presence for hands-on hardware and infrastructure work. About 20% of mid level senior it support specialist openings are remote or hybrid as of August 2026, with fully remote roles more common in software-heavy environments where support is delivered via remote desktop and ticketing systems.
How do I move up to a mid level senior it support specialist role?
The path to mid level is built through deepening your technical range and taking on greater ownership over time. Start by resolving increasingly complex tickets without escalation, then move into leading small projects, onboarding new users, and training junior staff. Earning vendor or industry certifications and documenting measurable improvements to support workflows signals readiness for mid level responsibilities to future employers.
Which industries hire the most mid level senior it support specialists?
Mid Level senior it support specialist roles concentrate in Technology & Software, Consulting & Professional Services, and Manufacturing, based on current listings on Migrate Mate as of August 2026. These sectors drive consistent hiring because they operate large internal user bases, compliance-sensitive systems, or distributed infrastructure that demands experienced IT professionals who can handle complex issues independently.