Job Description

This is an internal user support role that combines Tier 3 helpdesk support and systems engineering. This person will also play a role in maintaining and optimizing the IT infrastructure.

Comp 110-150K plus 10% bonus

This is a direct-hire position (not contract) for our client thats FT and benefited.

Responsibilities

Infrastructure Management:

• Maintain internal environment, including Entra ID (Azure Active Directory), on-premises Active Directory and supporting infrastructure servers and appliances.
• Implement and manage Azure Virtual Desktop Infrastructure (VDI) solutions.
• Administer and troubleshoot Microsoft Intune and JAMF Pro MDM environments.
• Administer VPN for secure remote access.
• Experience with Cisco Meraki line of products and Palo Alto Firewalls.

Helpdesk Support:

• Remotely serves as the primary point of contact for escalated technical issues, delivering expert troubleshooting and resolution for our global on-premises and remote users.
• Support of a world-wide team of Microsoft Windows (10 & 11) and MacOS laptop users as well as mobile devices, both Android and iOS.
• Efficiently manage helpdesk ticket queues, ensuring timely and effective issue resolution.
• Collaborate with Tier 1 and Tier 2 support teams to enhance overall support efficiency.

Security and Compliance:

• Participate in team efforts to secure the IT environment, ensuring compliance with industry standards and best practices.
• Participate in migrating applications to Single Sign-On (SSO).
• Conduct regular security audits and implement necessary measures to address vulnerabilities in our Microsoft cloud and on-premises environments.
• Participate in maintaining our threat detection/protection environment – email, endpoint, and edge.

Automation and Scripting:

• Leverage PowerShell scripting to automate processes, including onboarding/offboarding procedures.
• Implement automation solutions to streamline routine maintenance tasks.

Global Helpdesk Management:

• Work with helpdesk engineers globally, coordinating support activities across the US, EMEA and APAC regions.
• Ensure consistent and effective support services worldwide. This will require flexible availability.

Project Guidance:

• Provide guidance and leadership with the team to execute new IT projects, ensuring alignment with organizational goals.
• Collaborate with cross-functional teams to deliver projects on time and within budget.

Licensing and Compliance:

• Help track and manage software licenses, ensuring compliance with vendor agreements.
• Proactively address licensing needs and assist with solutions to optimize costs.

Qualifications

• Proven experience in a senior helpdesk support role. 5-10 yrs experience required.
• Proven experience with end-user support, both in-office and remote users.
• Comprehensive experience with management and support of everything Microsoft 365 including Exchange, SharePoint, and Teams.
• Experience with Entra ID (Azure Active Directory), Single Sign-On (SSO), and Azure VDI.
• Experience onboarding and migrating applications to SSO.
• Experience with VPN and network security.
• Demonstrated knowledge in PowerShell scripting.
• Demonstrated knowledge and experience with device threat management solutions. CrowdStrike, SentinelOne, Microsoft Defender for Endpoint, etc.
• Demonstrated knowledge and experience of cloud-based email threat management solutions. Proofpoint, Mimecast, Check Point, etc.
• Demonstrated ability to technically lead IT projects.
• Strong problem-solving skills and ability to handle escalated technical issues.
• Excellent communication and interpersonal skills.

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