Role Summary
The Senior IT Support Specialist is a hands-on, onsite role responsible for delivering high-quality end-user support across the corporate office.

As part of the Client Services / Service Desk team, this role focuses on Windows endpoints, MDM/Intune management, AD, and collaboration tools, while actively working on support tickets and assisting users in person.

This is an individual contributor role, expected to lead by example, support the team, and act as a go-to escalation point, while reporting to the IT Support Manager.

Key Responsibilities

Endpoint Management (40-45% of role)
Primary Responsibilities
• Own enterprise Windows endpoint management strategy and administration.
• Administer Microsoft Intune for device enrollment, compliance, configuration profiles, application deployment, and policy management.
• Manage endpoint security posture, vulnerability remediation, patch management, and compliance reporting.
• Lead device lifecycle activities including provisioning, deployment, refresh, retirement, and asset governance.
• Maintain and improve endpoint standards, baselines, and operating system configurations.
• Partner with Security and Infrastructure teams to ensure endpoint health and compliance objectives are met.

Identity & Collaboration (30-35% of role)
Primary Responsibilities
• Serve as a key administrator for Microsoft Entra ID (Azure AD), Active Directory, and Microsoft 365 services.
• Manage user lifecycle processes, group administration, access controls, and identity governance.
• Troubleshoot authentication, SSO, MFA, Conditional Access, and access-related issues.
• Support Microsoft Teams and collaboration technologies.
• Assist with Microsoft 365 administration, licensing, and user experience optimization.
• Partner with Security teams to strengthen identity management controls and compliance.

End User Support & Escalations (20-25% of role)
• Act as an L3 escalation point for complex technical issues.
• Support VIP and corporate users as needed.
• Mentor Service Desk staff and provide technical guidance.
• Participate in ticket management and SLA achievement.
• Deliver onsite support for high-impact incidents and executive escalations.

Work Model Expectations
• Fully onsite role supporting corporate office users
• Willingness to step away from desk and provide in-person support
• Balance between ticket work, walk-up support, and endpoint ownership

Skills & Experience
Required Experience
• 5+ years supporting enterprise Microsoft environments.
• Expert-level administration of Microsoft Intune and endpoint management technologies.
• Strong experience with Microsoft Entra ID (Azure AD), Active Directory, and Microsoft 365.
• Experience managing device compliance, patching, security baselines, and vulnerability remediation.
• Experience with Windows endpoint deployment, Autopilot, and device lifecycle management.
• Strong understanding of identity and access management concepts.
• Experience supporting Microsoft Teams and collaboration platforms.
• Experience working within SLA-driven support organizations.
• Base salary target $90k-100k depending on experience

Preferred Qualifications
• Ivanti Neurons experience.
• Endpoint analytics and reporting.
• PowerShell automation.
• ServiceNow experience.
• Security-focused endpoint management experience.