IT Service Desk Representative III

This is a fully remote position, open to applicants anywhere in the world.

📋 Description

• Act as the primary escalation point for complex, ambiguous, and high-profile Service Desk matters.

• Facilitate the complete resolution of hardware, operating system, application, network, and access challenges for a fully remote workforce.

• Identify root causes and implement permanent solutions through automation, policy adjustments, configuration changes, or documentation updates.

• Collaborate with Platform Engineering, Security, and application teams on cross-departmental issues.

• Ensure accurate ticket documentation for trend analysis, audit purposes, and handoff processes.

• Manage Microsoft Intune configuration profiles, compliance policies, application packaging and deployment, as well as Windows Autopilot provisioning.

• Oversee macOS devices via Intune while ensuring parity between Windows and macOS systems.

• Handle endpoint patching, including update cycles, deployment timelines, exceptions, and remediation for failed devices.

• Monitor and address endpoint vulnerabilities while reporting on patch compliance.

• Supervise endpoint security tools, including antivirus, EDR, disk encryption, and device health verification.

• Coordinate the hardware lifecycle and asset management, encompassing procurement, imaging, deployment, refresh planning, inventory management, and secure decommissioning.

• Manage Microsoft 365 across Exchange Online, Teams, SharePoint, and OneDrive.

• Conduct employee onboarding and offboarding processes, including account creation, deactivation, and access provisioning/revocation.

• Track platform license utilization and identify opportunities for right-sizing.

• Administer the enterprise AI platform, focusing on user provisioning and seat allocations.

• Assist employees in adopting AI tools through onboarding sessions, documentation, and daily support.

• Provide guidance and knowledge sharing to Service Desk Representatives I and II during troubleshooting.

• Maintain the knowledge base for supported platforms.

• Develop and sustain PowerShell and Microsoft Graph scripting and automation.

• Analyze ticket trends and suggest enhancements for self-service, deflection, and first-contact resolution.

• Adhere to and provide evidence for HITRUST and SOC 2 controls, including access reviews, change documentation, and audit requests.

⛳️ Requirements

• High School diploma or GED is mandatory.

• A technical degree or certification is preferred.

• Typically requires 3 to 5 years of relevant IT support experience with escalation responsibilities.

• Proficient in Microsoft Intune administration, including policy creation, application deployment, and Autopilot provisioning.

• Experienced in Microsoft 365 and Entra ID administration, covering identity lifecycle, group and license management, and MFA.

• Familiar with supporting a patching or endpoint compliance program.

• Capable of scripting and automation using PowerShell and Microsoft Graph.

• Expert in Windows troubleshooting.

• Practical experience with macOS administration in a Mobile Device Management (MDM) setting.

• Working knowledge of MDM systems.

• Strong understanding of networking fundamentals, including DNS, DHCP, VPN, and Wi-Fi.

• Excellent written and verbal communication skills with the ability to interact directly with senior leadership.

• Good independent judgment concerning risk, urgency, and escalation procedures.

• Experience in a regulated or healthcare environment is strongly preferred.

• Familiarity with HITRUST, SOC 2, or HIPAA control expectations is highly desirable.

• Administration of enterprise AI or emerging technology platforms is advantageous.

• Required software proficiency with Windows 11, Microsoft 365, Exchange Online, Teams, SharePoint, OneDrive, Microsoft Intune, Windows Autopilot, Microsoft Entra ID, conditional access, MFA, PowerShell, Microsoft Graph, endpoint security, patch management, asset management, enterprise service management, ticketing platforms, enterprise AI platforms, and SSO-integrated SaaS applications.

🏝️ Benefits

• Flexible work-from-anywhere environment.

• Unlimited paid time off (PTO).

• Comprehensive benefits package.

• Access to employee resource groups.

• Casual dress code.

• Emphasis on employee wellness.

• Commitment to diversity and inclusion initiatives.

• Participation in the A Voice program.

• Support for new hires.

• Opportunities for career development.

• Educational assistance available.

• Employee referral bonus program.

• Progressive parental leave policies.