End User Services Technician

ABOUT THE ROLE

• This role serves as the first line of IT support, providing timely resolution of technology issues, provisioning hardware for new and existing associates, and ensuring a consistent, high-quality support experience across our office and remote workforce.

Reports to: IT Manager, End User Services

• Serve as the first point of contact for IT incidents and service requests; categorize, prioritize, and track tickets to SLA in Jira Service Management; follow process consistently and uphold ticket quality standards on every interaction
• Troubleshoot WiFi/network connectivity issues and diagnose computer performance problems (slow boot, high CPU/RAM, disk health)
• Create and manage user accounts in Adaxes; unlock accounts, reset Windows and macOS passwords, and enroll or reset MFA for new or replacement devices
• Troubleshoot mailbox issues (connectivity, missing mail, send-as permissions, quota errors), manage calendar permissions, and maintain distribution list membership via Microsoft 365 Admin Center
• Install approved software and provide admin elevation for authorized applications; coordinate with the security team on non-standard requests
• Manage the full associate lifecycle — onboarding, offboarding, and access changes — in Adaxes and Active Directory / Entra ; configure VPN (Cisco Any Connect / Zscaler) and Delinea privileged access; maintain an accurate offboarding log
• Apply fast, accurate diagnosis — escalate to Tier 2 / Tier 3 when a fix is beyond Tier 1 scope; keep end users informed throughout and document resolution notes and SOPs in the IT knowledge base

Required

• 5 years of IT helpdesk or desktop support experience
• Experience working in a Microsoft-heavy environment:
  Windows OS, Microsoft 365 (Outlook, Teams, SharePoint), Entra , and Intune
• Familiarity with Microsoft Intune, Windows Autopilot, and Jamf
• Working knowledge of Active Directory, Entra , and Microsoft 365 Admin Center
• Experience with Jira Service Management or equivalent ITSM platform
• Strong communication skills and a customer-first approach
• Must be eligible to work in the United States without sponsorship

Preferred

• CompTIA A+ or equivalent certification
• Experience supporting a distributed or remote workforce
• Familiarity with endpoint security tooling (Sentinel One EDR, Rapid7 vulnerability management, Zscaler zero-trust network access)

password resets, MFA resets, offboarding workflows, delegated permissions, and self-

service portal. Centralizes admin tasks with role-based access control and automated

compliance reporting.

Core identity platform for on-premises and cloud user management: account creation,

group membership, OU structure, and Conditional Access policy enforcement.

Administer mailboxes, shared mailboxes, distribution lists, calendar permissions, and

Microsoft 365 licenses.

Jira Service Management (JSM) — primary ITSM platform for ticket intake,

categorization, SLA tracking, escalation routing, and resolution documentation.

Confluence — IT knowledge base for SOPs, runbooks, and self-service articles.

Remote desktop tool for live troubleshooting and support on Windows and macOS

policy enforcement, and remote wipe.

Apple MDM platform for macOS/iOS device management, software deployment, and

Zero-touch Windows provisioning; automates Entra  and Intune enrollment at

first boot.

VPN client for secure remote connectivity; deployed and configured on endpoints.

Zero-trust network access (ZTNA) and cloud-based security platform; enforces web

filtering, data loss prevention, and secure internet access for all endpoints regardless

of location.

Privileged access management tool; used to request just-in-time admin elevation for

approved tasks.

Endpoint protection and detection; review alerts, assess endpoint health, and elevate

active threat events.

Vulnerability management; review scan results and track remediation status across the