Senior Support Technician

Senior Case Agent  Summary :

• Paragus IT is the largest outsourced IT vendor in the Pioneer Valley, and we are just getting started.  We aspire of serving 1000 customers across the entire country, and we won’t stop until we get there.
• Ranked as one of Forbes Small Giants, we have an intense focus on culture, people, process, and continuous improvement.
• We are determined to be the best at everything we do, and we aren’t afraid to do the hard work required to get there.  We’re on a mission to deliver peace of mind through human-first IT experiences.
• We’re not just fixing problems - we’re building trust.
• As a Senior Case Agent, you’ll be the go-to expert for our most complex technical challenges, leading with empathy, precision, and expertise.
• You’ll support clients across networking, Microsoft 365, and application environments - all while mentoring your peers, strengthening documentation, and modeling what exceptional IT service looks like.
• This position is part of our Service Desk team and reports directly to the Service Team Manager.

The ideal candidate is an independent problem-solver who knows when to raise the flag and loves turning chaos into calm.  You will succeed in this role if you :

That’s fine, we’re also really into great coffee and tacos.    Compensation and Benefits :

Hybrid Work Policy :

Paid Time Off :

Employee-owned company :

Hours :