IT Support Advisor

* Position is eligible for a hybrid schedule in Fargo, ND. *

As a condition of employment physical work location must be in one of the 50 states or the District of Columbia.

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The IT Support Advisor plays a key role in advancing the organization’s desktop and endpoint strategic initiatives by providing technical leadership, strategic direction, and process oversight for endpoint management and support. This position bridges hands‑on technical expertise with forward‑looking strategic thinking, ensuring endpoint technologies and support processes enable a secure, reliable, and productive distributed remote workforce. While this role does not carry direct supervisory responsibilities, the lead provides technical guidance, mentorship, and oversight to IT Help Desk Technicians (Levels I, II and Senior), Endpoint Administrators, and Systems Application Administrators.

The lead position works closely with the area supervisor and collaborates with leadership to ensure endpoint operations align with organizational strategy, security requirements, and end‑user experience goals.

• Provides technical leadership and serves as an escalation point for endpoint issues spanning hardware, software, applications, and connectivity to ensure high system reliability and minimal downtime.
• Drives desktop and endpoint strategic initiatives by aligning processes, tools, and support models with organizational and enterprise IT goals.
• Evaluates and recommends endpoint technologies, processes, and automation opportunities to improve scalability, security, and operational efficiency.
• Acts as a subject matter expert for endpoint lifecycle management, modern management frameworks, and remote workforce enablement.
• Partners with IT leadership to ensure endpoint operations are compliant with organizational security, privacy, and regulatory standards.
• Monitors endpoint performance, incident response metrics, and service delivery quality to identify trends and drive continuous improvement.
• Mentors and guides Helpdesk Technicians, Endpoint Administrators, and Application Administrators in troubleshooting, problem‑solving, and best practices.
• Collaborates with leadership to align technology operations with organizational goals and long‑term endpoint management strategy.
• Works closely with the IT Supervisor to translate strategic objectives into actionable technical direction for the team.
• Coordinates with cross‑functional IT teams (network, security, applications) to ensure seamless operations and effective issue resolution.
• Communicates updates, risks, and recommendations to leadership with clarity and foresight to support informed decision‑making.
• Acts as a liaison between technical staff and leadership to maintain alignment between daily operations and strategic initiatives.

• Associate’s degree in Information Technology, Computer Science, or a related field; or equivalent combination of education and professional experience as determined by HR
• 6 years of progressive IT support experience, including significant hands‑on endpoint management, imaging, deployment, and support for distributed/remote environments
• 2 years in a senior or lead technical role, with proven ability to mentor, guide, or oversee the work of technical staff
• Demonstrated experience implementing or supporting endpoint management platforms
• Strong background in Windows and Linux operating systems, enterprise productivity tools, and endpoint security solutions
• Knowledge of IT Service Management practices and experience with ITSM platforms

• Bachelor’s degree in IT, Business, or related discipline
• Industry certifications such as ITIL, CompTIA Security+, Microsoft Certified Endpoint Administrator, or similar
• Experience in a healthcare, government, or compliance‑driven environment
• Familiarity with cloud‑first strategies and integration of endpoint management with enterprise security and identity platforms
• Familiarity with virtual desktop solutions (e.g., VMware Horizon)