GENERAL STATEMENT OF RESPONSIBILITY: Provide advanced desktop and endpoint support and perform approved systems administration activities. Serve as the senior technical resource for the Service Desk, bridging end-user support and Infrastructure while assisting the Supervisor with escalations, technical guidance, and service improvements.
ESSENTIAL FUNCTIONS: - Investigate and resolve complex desktop, laptop, peripheral, application, and connectivity issues escalated by Service Desk staff; maintain timely incident and request updates in ServiceNow.
- Serve as the Service Desk's senior technical escalation point; coach technicians, share troubleshooting approaches, and provide hands-on assistance during high-impact incidents.
- Assist the Service Desk Supervisor with technical work prioritization, escalation coordination, and day-to-day continuity of support services; communicate recurring issues and service risks.
- Administer and troubleshoot enterprise endpoints; coordinate operating system and application updates, patch deployment, endpoint compliance, and remediation of identified security or configuration issues.
- Assist with updates, endpoint policies, patch schedules, software deployment packages, and remediation workflows; test changes and coordinate implementation with Infrastructure and Security.
- Support Windows and Microsoft 365 end-user services, including authentication, account access, collaboration applications, and workstation-to-service connectivity.
- Perform approved routine administration of Active Directory and related identity services, including account, group, policy, and access changes within assigned permissions.
- Partner with Infrastructure, Network, Security, and application teams to diagnose problems spanning endpoints and back-end services; document findings and coordinate handoffs or remediation.
- Support endpoint lifecycle activities, including device standards, provisioning, refreshes, inventory, deployment, and retirement across Windows and Apple devices.
- Provide advanced Apple device troubleshooting and assist Infrastructure and vendor partners with enrollment, application, connectivity, and security issues.
- Assist with implementation and operational rollout of CRL's enterprise Apple device program, including Apple Business Manager, MDM enrollment, device configuration, app distribution, and support to the Service Desk.
- Support enterprise technology pilots, migrations, and upgrades; test support readiness, identify repetitive incidents, and recommend practical automation or service improvements.
- Create and maintain technical documentation, knowledge articles, configuration procedures, and cross-training materials that enable consistent first- and second-level support.
- Apply CRL security, privacy, change management, and access-control requirements; safeguard confidential company and client information and escalate suspected security issues promptly.
- Provide occasional direct user support and after-hours assistance when required for major incidents, planned changes, or business-critical activities; perform other duties as assigned.
- Maintain and protect the confidentiality of all CRL, CRL subsidiaries, legal entities and client information.
- Be able to comply with all applicable federal, state, and local safety and health regulations that would apply to this job.
Other duties as assigned
JOB QUALIFICATIONS:EDUCATION: Degree in Computer Science, Information Technology, or related field; equivalent relevant experience accepted
EXPERIENCE: Four years of hands-on enterprise systems administration, including direct responsibility for production server environments, virtualization, upgrades, and incident resolution..
SKILLS & ABILITIES:- Strong troubleshooting knowledge of Windows desktops and laptops, Microsoft 365 applications, common business software, hardware, and peripheral devices.
- Working experience with Active Directory, Microsoft Entra ID, and enterprise endpoint management tools (such as Intune and NinjaOne); familiarity with Apple Business Manager and iOS/iPadOS administration.
- Practical understanding of TCP/IP, DNS, DHCP, VPN, wireless connectivity, and the relationship between endpoint and server-based services.
- Familiarity with Windows Server, virtualization, and common infrastructure services sufficient to investigate issues and collaborate effectively with system administrators.
- Experience with IT service management practices, including incident, request, problem, and change management; proficiency using ServiceNow or a comparable platform.
- Ability to manage escalated work independently, distinguish critical issues from routine requests, and communicate status and next steps clearly to users and technical partners.
- Ability to mentor coworkers and develop concise, reusable technical documentation without direct personnel-management responsibility.
- Demonstrated commitment to customer service, information security, teamwork, accountability, and continuous improvement.
- Ability to be at work and on time
- Ability and judgment to interact and communicate appropriately with other employees, clients and management
PHYSICAL REQUIREMENTS: The physical demands described here are representative of those that must be met to successfully perform the essential functions of this job. Reasonable accommodations may be available to enable qualified individuals with disabilities to perform the essential functions.
The following physical attributes are required for this position:
- Sitting for extended lengths of time
- Close vision requirements due to computer work
- Repetitive use of hands, fingers, wrists, and elbows for operating a computer and telephone
- Reaching, including above the shoulder
- Twisting
- Bending or stooping
- Squatting or crouching
- Kneeling
- Climbing
- Lifting up to 50 pounds
- Frequent walking to other departments
EQUIPMENT: All of CRL's IT hardware and software systems.
OTHER: Flexible work schedule; work outside of normal business hours, including weekends, may be required; this is an on-call position requiring use of wireless phone for after-hours contact.
The employer shall, in its discretion, modify or adjust this position to meet the company's changing needs.
This job description is not a contract and may be adjusted as deemed appropriate in the employer's sole discretion.
- denotes essential job function
Pay Range: $85,000 - $150,000
Starting Pay Range: $85,000 - $105,000
Benefits for Full Time Employees:- Medical, Dental, Vision
- Life/AD&D
- Supplemental Life/AD&D
- Section 125 FSA Plan
- 401(k)
- Short and Long-Term Disability
- Paid Time Off
- Holidays
- Tuition Reimbursement
