About the role

Level III IT Service Desk Representative serving as the technical anchor of internal client experience, owning endpoint management, identity and access, Microsoft 365, device patching, and the enterprise AI environment, carrying out approved changes to production systems as highest level of technical escalation.

Requirements

• High School diploma or GED required; technical certification preferred
• 3 to 5 years of related IT support experience with escalation-level responsibility
• Hands-on Intune administration (policy authoring, app deployment, Autopilot)
• Hands-on Microsoft 365 and Entra ID administration (identity lifecycle, MFA)
• Scripting/automation with PowerShell and Microsoft Graph
• Expert-level Windows troubleshooting and macOS MDM administration
• Solid networking fundamentals
• Experience in regulated/healthcare environment (HITRUST, SOC2, HIPAA) strongly preferred

What you'll do

• Serve as senior escalation point for the Service Desk
• Drive end-to-end resolution of hardware, OS, application, network, access issues
• Administer Microsoft Intune, endpoint patching, and device management
• Administer Microsoft 365 and Entra ID, onboarding/offboarding
• Administer enterprise AI platform user provisioning
• Build PowerShell/Graph automation to eliminate manual work
• Maintain knowledge base and support Service Desk I/II