Key Responsibilities
Advanced Support & Problem Management (Tier 2/3)
*Own and resolve complex, high-impact, and escalated support issues (L3) that cannot be resolved by Tier 1 staff.
*Perform Root Cause Analysis (RCA) for recurring incidents, developing and implementing permanent solutions across the organization.
*Provide specialized, discrete support for executive, VIP, and highly sensitive technical functions.
*Master and troubleshoot advanced issues related to operating systems, virtual desktop environments (VDI), complex application integrations, and specific line-of-business tools.
Endpoint & Systems Management
*Administer and maintain enterprise-level endpoint management tools such as Microsoft Endpoint Configuration Manager (SCCM), Microsoft Intune, or JAMF Pro for software deployment and patching.
*Develop, test, and deploy automated scripts (PowerShell, Python, or Bash) to streamline routine maintenance, provisioning, and configuration tasks.
*Manage and enforce security and group policies within Active Directory, Azure AD, and Okta for identity and access management.
*Oversee and standardize the configuration, deployment, and imaging process for all new hardware.
Project Leadership & Infrastructure
*Lead or execute major IT projects, including large-scale OS migrations, enterprise application rollouts, and infrastructure upgrades impacting the end-user environment.
*Act as the subject matter expert (SME) for desktop standardization, security compliance, and VDI management.
*Collaborate with Infrastructure and Security teams to test, validate, and roll out security patches and system changes.
Mentorship & Knowledge Transfer
*Serve as a technical escalation point and mentor for junior deskside and Service Desk team members, performing knowledge transfer and training.
*Lead the creation, review, and maintenance of high-quality Standard Operating Procedures (SOPs) and advanced troubleshooting guides.
*Communicate solution findings, project updates, and operational risks clearly and confidently to both technical stakeholders and executive leadership.
Required Qualifications
*Education: Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent relevant experience.
*Experience: Minimum of 5 years of progressive experience providing high-level deskside, field, or end-user support in a corporate environment.
*Technical Skills:
*Expert proficiency in troubleshooting and managing large fleets of Windows (10/11) and macOS endpoints.
*Proven experience administering and leveraging a major endpoint management tool (SCCM, Intune, or JAMF).
*Advanced scripting skills (e.g., PowerShell or Python) for automation and task efficiency.
*Deep understanding of enterprise networking protocols, VPNs, and advanced security configurations.
*Expert knowledge of Microsoft 365/Office 365 administration and advanced troubleshooting.
*Soft Skills: Proven ability to lead small projects, excellent communication and documentation skills, and experience in mentorship or knowledge transfer.
*Physical Requirements: Ability to lift and move computer equipment up to 40 lbs and perform cable management tasks.
Preferred Qualifications
*Certifications: Microsoft Certified: Modern Desktop Administrator Associate (MD-100/101), ITIL Foundation, or relevant certifications in networking or security (e.g., Network+, Security+).
*Experience administering virtualization technologies (e.g., VMWare Horizon, Citrix).
*Direct experience with cloud identity and synchronization services (e.g., Azure AD Connect).
*Experience managing executive communications and high-priority incidents.