Support Specialist Tier 3

Overview

In more than 75 years as an established, family-owned company, Raymour and Flanigan has grown into the largest furniture retailer in the Northeast with more than 140 showrooms in eight states, and we are continually expanding our territory. We have a strong foundation of experienced IT professionals with expertise in harnessing and maximizing organizational processes and their associated information to solve a wide variety of complex business needs.

Syracuse, NY

In more than 75 years as an established, family-owned company, Raymour and Flanigan has grown into the largest furniture retailer in the Northeast with more than 140 showrooms in eight states, and we are continually expanding our territory. We have a strong foundation of experienced IT professionals with expertise in harnessing and maximizing organizational processes and their associated information to solve a wide variety of complex business needs.

The sustained growth and strength of Raymour and Flanigan requires us to continually Raise the Bar in the search for motivated and driven people to join our team. To those candidates selected, we offer stable employment, a strong compensation and benefits package, and a high-energy work environment. More importantly, we provide opportunities to learn and grow, and our end objective is to build a team of highly skilled IT professionals who can support business needs and develop into qualified professionals we may consider for future roles in the Raymour and Flanigan management and executive teams.

The Tier 3 Support Technician serves as the highest tier of technical escalation within the end-user support function, resolving complex incidents that cannot be addressed at Tier 1 or Tier
2. Beyond escalation work, the role owns Microsoft Intune endpoint management and the internal tooling the support team relies on. The ideal candidate is a hands-on subject-matter expert who takes complex issues end to end, finds the root cause behind recurring problems, and is the technical resource other analysts consult.

• Serve as the final escalation point for complex hardware, software, and network incidents beyond Tier 1 and Tier 2 capabilities, owning them through to closure.
• Diagnose issues across Windows and macOS endpoints, Active Directory and Microsoft Entra , Microsoft 365, VPN, network connectivity, enterprise applications, and security tooling.
• Troubleshoot complex identity and access scenarios including single sign-on, multifactor authentication, conditional access, and privileged accounts.
• Perform root cause analysis (RCA) on recurring or high-impact incidents, coordinating with infrastructure, security, and application teams as needed.

• Serve as a primary Microsoft Intune administrator, owning device configuration profiles, compliance policies, and endpoint security baselines.
• Package, deploy, and troubleshoot applications through Intune, including Win
  32 packaging with detection rules and requirement scripts, plus Store and line-of-business apps.
• Manage Windows Autopilot enrollment and provisioning, including Microsoft Entra join and Entra hybrid join scenarios.
• Administer Windows update policies and update rings, driver and firmware updates, and feature update deployments.
• Manage mobile enrollment and app protection policies for iOS and Android devices across corporate-owned and BYOD scenarios.
• Diagnose enrollment, sync, policy conflict, and compliance failures using Intune reporting and client-side diagnostics.
• Coordinate Intune configuration with Entra l access, Bit Locker, Microsoft Defender, and Windows LAPS policies.
• Support co-managed and legacy Configuration Manager (SCCM) workloads and Jamf-managed macOS devices.

• Serve as technical owner of the tools the Solution Center uses daily, resolving issues that prevent analysts from working their queues.
• Administer the ITSM platform: ticket forms, workflows, assignment rules, service catalog items, and reporting views.
• Own the remote support tooling and the asset and inventory platform, including client deployment, permissions, and data reconciliation.
• Build and maintain Power Shell and Microsoft Graph API automations that reduce repetitive work for Tier 1 and Tier 2.
• Manage delegated administrative access, and test tool and endpoint configuration changes before they reach the team or the business.