Archived listing. The details below describe a past opening.
The Help Desk III / Senior IT Support Specialist serves as a senior escalation point for complex end-user, endpoint, identity, Microsoft 365, and infrastructure-related issues. This role bridges traditional desktop support and systems administration and is expected to independently troubleshoot issues across endpoints, identity, networking, and enterprise applications. The ideal candidate has advanced troubleshooting skills and experience supporting Microsoft Intune, Entra ID, Active Directory, Microsoft 365, PowerShell, and enterprise endpoint environments. Key Responsibilities Serve as an escalation point for Tier 1 and Tier 2 support teams. Troubleshoot complex Windows, Microsoft 365, identity, endpoint, and network issues. Administer Active Directory users, groups, permissions, Group Policy, and computer objects. Support Microsoft Entra ID, MFA, SSO, Conditional Access, and identity-related issues. Administer and troubleshoot Microsoft Intune-managed endpoints. Support Windows Autopilot provisioning and application deployments. Troubleshoot TCP/IP, DNS, DHCP, VPN, VLAN, wireless, and LAN connectivity issues. Develop PowerShell scripts to automate repetitive support and administrative tasks. Assist Systems and Network teams with infrastructure troubleshooting and project work. Perform root-cause analysis for recurring technical issues. Create technical documentation, SOPs, and knowledge-base articles. Mentor entry level Help Desk and Desktop Support technicians. 4+ years of Help Desk, Desktop Support, Systems Support, or IT Support experience. Advanced Windows 10/11 troubleshooting experience. Strong Active Directory and Group Policy experience. Experience with Microsoft Entra ID / Azure AD. Experience administering Microsoft 365. Hands-on experience with Microsoft Intune. Strong understanding of TCP/IP, DNS, DHCP, VPN, VLANs, and enterprise networking. Experience troubleshooting MFA, SSO, and Conditional Access. Working knowledge of PowerShell. Experience with ServiceNow or another enterprise ITSM platform. Ability to independently troubleshoot complex technical issues.