IT Helpdesk Support Engineer

IT Helpdesk Administrator

Centerfield Media Holdings is seeking a strategic and hands-on IT Helpdesk Administrator to lead a modern, cloud-first IT operations function in a fast-growing organization. This role is key to ensuring seamless delivery of end-user technology services across Microsoft 365 device management, IT service management, identity and access, and vendor operations.

As a site leader in our hybrid-cloud workplace, you will drive operational excellence across the service desk, device provisioning, and lifecycle management, while partnering with engineering and security teams on scalable, secure, and user-centric technology solutions. You will own ITSM platform effectiveness, champion modern endpoint management, and support end users that keep pace with our evolving business needs.

How You'll Contribute...

• Strong proficiency with Windows 10/11 troubleshooting (boot issues, software installation, drivers, Windows Update, PC performance).
• Preferred experience supporting MacOS environments.
• Strong knowledge of Microsoft 365 administration at the user and device level (e.g., Intune, Autopilot, Outlook, Teams, One Drive, SharePoint) and working familiarity with hybrid-domain operation.
• Demonstrated ability with PC image management, application deployment, and inventory strategies for Windows 11 environments.
• Experience with enterprise endpoint management tools such as Microsoft Intune or Ninja RMM.
• Familiarity with Active Directory Group Policy, Entra , user/group management, and GPO basics.
• Experience supporting campus network systems:
  Understanding of TCP/IP, DNS, DHCP, VLANs, LAN/WAN, and 802.11 Wi-Fi and VPN configurations. Hands-on experience with Fortinet and Cisco network infrastructure desired.
• Working knowledge of cloud-native Identity and Access Management (IAM) software (Okta, OAuth), including MFA and Biometric or USB hardware authentication devices to enhance security.
• Experience deploying and troubleshooting Endpoint Security solutions like Microsoft Defender, Sentinel One, Sophos Central, or Crowd Strike.
• Preferred experience supporting an endpoint environment with a zero-trust SASE platform or cloud-native secure web gateway, such as Zscaler ZIA, Palo Alto Prisma Access, or Netskope One.
• Understanding of Azure Virtual Desktop, Citrix, or VMware Horizon as it relates to remote application deployment and support.
• Patch management, vulnerability remediation actions, and asset management processes.

ITSM & Governance

• Strong understanding and hands-on experience with IT Service Management (ITSM) frameworks, including service desk ticketing processes (e.g., JIRA Service Management, Zen Desk, Service Now).
• Proven success implementing and escalating ITIL processes such as Incident, Change, Request, and Asset Management.
• Experience overseeing Configuration Management Database (CMDB) accuracy and integration with IT operations.
• Ability to maintain service level agreements (SLAs), key performance indicators (KPIs), and continual service improvement (CSI) metrics.
• Experience with IT Security and organization compliance, such as HIPAA and PCI standards.

Leadership & Communication

• Skilled in assisting vendor relationships, site visits, and service level expectations.
• Proven ability to build collaborative partnerships with cross-functional teams including cloud infrastructure, cybersecurity, and application support.
• Exceptional organizational and communication skills with a focus on delivering high-quality service to end users.

Responsibilities

• IT Relationship Management:
  Serve as the primary point of contact for local users and are responsible for understanding their needs, preferences, and challenges.
• Project Management: Responsible for seeing projects through and communicating deliverable status with the entire team.
• Service Desk: Drive the local service desk function to provide exceptional technical support and customer care. Ensure timely resolution of incidents and service requests and continuously improve service desk processes.
• Identity and Access Management: Oversee identity and access management processes, ensuring secure and efficient provisioning, deprovisioning, and access control for employees,…