Sr. Infrastructure Technician

Reporting to the Infrastructure Manager, the Sr. Infrastructure Technician position will provide Tier 1-3 technical support for all hardware, software, applications, and peripherals supported by Lamps Plus and will deliver outstanding customer service, satisfaction and timeliness. This position will interface regularly with all levels of corporate, store, fulfillment and remote personnel that support the Lamps Plus infrastructure.  Job Responsibilities:  

• Ability to install and provide hands on support for all Windows, Mac OS, MS Office, POS, and Call Center applications.
• Operational support of Windows Active Directory and Microsoft Entra ID.
• User and computer account management
• User provisioning and deprovisioning
• Assist with identity-related troubleshooting involving authentication failures, account lockouts, access issues, and MFA-related incidents
• Operational support of Azure Virtual Desktops and Client VPN access.
• Interview users to collect information about problems and provide technical support in a fast-paced environment.
• Document all service requests using Lamps Plus ticketing system; Follow-up to ensure tickets are responded to and either solved or escalated to the next support level and/or department.
• Track incident calls and events to identify patterns.  Assist in developing ways to provide better technical support and improve the level of service.
• Maintain confidentiality of employee information. 
• Install, configure, maintain and upgrade computer hardware and software as directed.
• Hands-on experience troubleshooting and repairing desktops, printers and network equipment. 
• Maintain knowledge of relevant technologies that are assigned.
• Participates in special projects as required.
• Perform other duties as assigned.

  Job Requirements:  

• Be able to work on-site from Sunday through Thursday between the hours of 8am-5:30pm.
• 5+ years in related field experience preferred.
•  Ability to work in a safe manner and follow safety instructions.

• Exceptional written and oral communication skills.
• Strong interpersonal skills with a focus on rapport-building, listening and follow-up questioning.
• Strong documentation skills.
• Highly self-motivated and directed.
• Attention to detail.
• Ability to effectively prioritize and execute tasks in a high-pressure, ever-changing environment.
• Exceptional customer service orientation.

 Physical requirements: Position requires occasional climbing of ladders and sitting, walks and/or bends on a frequent basis. Must be able to lift at least 50 pounds and use small hand tools.


Fulltime Benefits Offered:  

• Medical, Dental, Vision
• Dependent Care Flexible Spending Account, Flexible Spending Account, Health Savings Account, Employee Assistance Program
• Paid time off, 401(k), Sponsored/Voluntary life and AD&D at $15k
• Voluntary Short-Term Disability and Voluntary Accident Insurance
• Voluntary Pet Insurance
• Employee Discounts and Recreation Discounts
• Ongoing professional development training, career advancement opportunities and more!

Lamps Plus is an Equal Employment Opportunity Employer. We are interested in every qualified candidate who is eligible to work in the United States; however, we are not able to sponsor visas for this role.   Compensation: $35.00 to $40.00 per hour, depending on experience