Sr IT Support Specialist

Digi International (Digi) is a leading global provider of mission-critical and business-critical machine-to-machine (M2M) and Internet of Things (IoT) connectivity products and services. We help our customers create next generation connected products, deploy, and manage critical communications infrastructures in demanding environments. Our embedded modules and off-the-shelf routers, gateways and network products are designed for relentless reliability and deliver unquestioned performance and security. Our cloud-based software and professional services help customers put their connected products and assets to work across a broad range of mission-critical industry applications. Founded in 1985, we have helped our customers connect over 100 million things and growing.

Position

The Sr. IT Support Specialist is responsible for providing advanced technical support for end-users, managing escalated IT service tickets, and ensuring seamless IT operations across the organization. This role involves troubleshooting complex hardware, software, and networking issues, administering user accounts in Active Directory and Office 365, and assisting with system and network-related tasks. The Sr. IT Support Specialist will also mentor junior IT staff, contribute to process improvements, and collaborate with system administrators and network engineers to enhance IT service delivery. The ideal candidate possesses strong technical expertise, excellent problem-solving skills, and a commitment to delivering high-quality IT support in a fast-paced environment.

What We Offer

This is an exciting opportunity for a Sr. IT Support Specialist to provide expert-level troubleshooting and technical support for end-users across multiple platforms, ensuring seamless IT operations. This role involves handling escalated support tickets, mentoring junior IT support staff, and collaborating with system administrators and network engineers to optimize IT service delivery.

What You Will Do

• Provide all levels of support for end-user computing issues, including hardware, software, and networking.
• Troubleshoot and resolve complex IT support requests for Ubuntu Linux, Windows, macOS, mobile devices, and enterprise applications.
• Manage and administer Active Directory, Microsoft 365, Okta SSO, Duo MFA, and user access controls.
• Install, configure, and maintain hardware, software, and peripheral devices.
• Lead incident management and ticket escalation for unresolved technical issues.
• Monitor and analyze IT support trends to proactively reduce recurring issues.
• Assist in network and system troubleshooting, working closely with system and network administrators.
• Document IT procedures, troubleshooting guides, and knowledge base articles.
• Support on-call rotations to ensure continuous IT support coverage.

Who You Are and What You Bring

• 5+ years of experience in IT support, help desk, or technical troubleshooting roles.
• Strong knowledge of Ubuntu Linux, Windows OS, macOS, and enterprise applications.
• Experience with Active Directory, user provisioning, and Office 365 administration.
• Solid understanding of networking fundamentals, including TCP/IP, VPN, and DNS.
• Proven ability to resolve complex IT support issues with minimal supervision.
• Excellent customer service and communication skills for handling technical support requests.
• Strong documentation skills and experience with IT service management tools (e.g., Jira, ServiceNow).

Desired But Not Required

• Certifications such as CompTIA A+, Network+, Microsoft Modern Desktop Administrator, or ITIL Foundation.
• Experience in scripting or automation (PowerShell, Bash, Python) for IT troubleshooting.
• Familiarity with cloud platforms (AWS, Azure, or Google Cloud).
• Prior experience in basic network administration or system administration tasks.

At Digi, we embrace diversity and inclusion among our teammates. It is critical to our success as a global    company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool. We are committed to providing an environment of respect where equal employment opportunities are available to all applicants and teammates.

Digi International offers a distinctive Total Rewards package including new hire stock award, paid parental leave, open (uncapped) PTO, and hybrid work environment in addition to our competitive medical, health & wellbeing and compensation offerings.