IT Support

• Tier 2 Escalations and SLA Ownership
• Act as the L2 escalation point across endpoints, identity, networking, VOIP, and SaaS; drive incidents to resolution within SLA, document RCA, and maintain runbooks/KB.
• Zscaler Administration
• Operate and troubleshoot ZIA/ZPA: policy design, SSL inspection, PAC/Client Connector, forwarding profiles, App Segments, connectors/tunnels, SSO/IdP integration, and log/ZDX analysis.
• VOIP/Contact Center
• Administer Storm Studio, RingCentral, and Talkdesk: IVR/flow design, business hours/holiday sets, skills/queues, callback, QA/recording, reporting, and API/webhook integrations.
• Device Provisioning and Security
• Lead Windows Autopilot and macOS zero‑touch deployments via Intune/Jamf/Addigy; enforce baselines (BitLocker/FileVault, AV/EDR, firewall, disk encryption, compliance).
• Manage endpoint posture with NinjaOne (RMM) and SentinelOne (EDR); standardize build profiles and post‑provisioning automations.
• Productivity and Identity Platforms
• Administer Google Workspace and Microsoft 365: user/group/OU management, mail flow, DLP, transport rules, SPF/DKIM/DMARC, and identity/SSO integrations.
• Manage 1Password for enterprise secrets and access hygiene.
• ITSM and Work Management
• Operate Jira Service Management for request types, workflows, SLAs, and automation; collaborate within Monday.com boards for cross‑team delivery.
• Asset and Finance‑adjacent Systems
• Maintain Snipe‑IT for asset lifecycle and reconciliations; support QuickBooks Time (TSheets) integrations and data integrity with HR/Finance as needed.
• Sales/Marketing Integrations
• Support HubSpot and Mailgun integrations for operational automations, ensuring deliverability, suppression handling, and compliance.
• Monitoring and Infra
• Build and maintain Zabbix monitoring for endpoints/services; basic AWS operations (IAM, S3, EC2 fundamentals) for internal apps and automation backends.
• Automation and Internal Tools
• Design, build, and maintain workflows in Make.com and n8n across Jira, VOIP, identity, email, and internal systems (ProdTool), with robust error handling, retries, idempotency, alerts, and metrics.
• Maintain Airtable schemas used for operational data and pipeline orchestration.

Tier 2 IT Support – Automation Specialist

IT Specialist

AVP, Audit Manager – Technology

VOIP IT Support Specialist

IT Specialist

Panel Helpdesk Associate