Senior IT Service Delivery Support Specialist

• Administer user accounts, groups, and permissions in Active Directory and Microsoft 365

• Manage device enrollment and compliance policies in Intune and Jamf for Windows and macOS endpoints

• Troubleshoot and monitor Meraki network devices

• Support SharePoint sites, shared mailboxes, and license assignments

• Apply patches and updates to servers and endpoints, validating changes in staging before rollout

• Enroll, configure, and manage iOS, Android, Windows, and macOS devices using Microsoft Intune

• Monitor device compliance and remediate non-compliant devices

• Apply security policies, conditional access, remote wipe, and remote lock as needed

• Package, test, and deploy applications and updates through Intune

• Troubleshoot failed deployments and application compatibility issues

• Maintain approved software catalogs and deployment schedules

• Configure and manage Windows Autopilot profiles for zero-touch provisioning

• Coordinate device registration, profile assignment, and deployment for new hardware

• Troubleshoot Autopilot provisioning errors

• Implement and manage Microsoft LAPS for secure local administrator password rotation

• Monitor LAPS compliance and audit password access requests

• Generate and review Intune compliance, deployment, and inventory reports

• Resolve Tier 2 service desk tickets, escalated incidents, and service requests

• Troubleshoot Windows, macOS, and mobile platform issues

• Collaborate with Tier 1 and Tier 3 teams on complex technical problems and root-cause analysis

• Document solutions and update the internal knowledge base

• Monitor system health, performance, and capacity using dashboards and analytics tools

• Track and report KPIs including availability, SLA compliance, and backup success rates

• Generate weekly and monthly system status and incident trend reports

• Act as an escalation point for cloud and systems service desk issues

• Document infrastructure, SOPs, system diagrams, and operational processes

• Provide training and knowledge transfer to junior staff and service desk agents

• Participate in change management and problem management workflows

• Support asset lifecycle tracking and compliance initiatives

• Assist with onboarding new tools and integrations such as HRIS, CRM, and monitoring tools

• Maintain accurate documentation of systems, processes, and resolutions

Requirements

• Bachelor’s degree in Information Technology or related field, or equivalent work experience
• ITIL Foundation certification strongly preferred
• A+, Network+, or Microsoft certifications are a plus
• 5–7 years of progressive IT support or service desk experience
• Deep familiarity with Windows OS, macOS, and Microsoft 365
• Experience with Active Directory, including user management, group policies, and permissions
• Experience with endpoint management and imaging tools
• Experience with remote support tools such as RDP, Team Viewer, and Desktop Central
• Experience with ticketing systems such as Fresh service, Service Now, and Jira
• Experience supporting mobile device management for iOS/Android and basic network troubleshooting
• Experience administering Microsoft 365 services, including user provisioning, shared mailboxes, distribution groups, license assignment and auditing, and SharePoint site management
• Experience managing Intune for device compliance, application deployment, and conditional access policies
• Experience administering Jamf Pro for macOS enrollment, configuration, and patching
• Experience supporting Meraki network infrastructure with basic troubleshooting and monitoring
• Strong written and verbal communication skills for technical and non-technical users
• Ability to manage time, prioritize tasks, and lead small initiatives independently
• Strong interpersonal skills and ability to provide calm, professional…