IT Support

• **About the Role**The Senior IT Helpdesk Specialist serves as the primary escalation point for complex technical issues, ensuring timely resolution and exceptional customer service. This role involves advanced troubleshooting, mentoring junior technicians, and improving IT processes. The specialist will manage hardware, software, and network-related issues across Windows and macOS platforms, iOS and Android devices, and Office 365 services, ensuring minimal downtime and optimal system performance. This is a hybrid role based at our downtown Phoenix office.
• **Advanced Technical Support**
• - Diagnose and resolve complex hardware, software, and network issues for Mac and PC systems, as well as iOS and Android devices, both remotely and on-site.
• - Handle escalated tickets from Level 1 and Level 2 support teams.
• **System Administration & Tools**
• - Manage user accounts, permissions, and security settings in Office 365 and Active Directory.
• - Administer and support Jira Service Management for ticketing and workflow.
• - Manage Apple Business Manager for macOS and iOS device enrollment and provisioning.
• - Configure and maintain Microsoft Intune for device management and compliance across Windows, macOS, iOS, and Android.
• **Office 365 Support**
• - Provide advanced support for Microsoft 365 apps and services (Exchange Online, Teams, SharePoint, OneDrive).
• - Assist with mailbox management, distribution lists, and security policies.
• **Process & Documentation**
• - Maintain accurate records in the ticketing system, documenting resolutions and best practices.
• - Develop and update knowledge base articles and technical documentation for cross-platform and Office 365 support.
• **Collaboration & Mentorship**
• - Provide guidance and training to junior helpdesk staff.
• - Collaborate with infrastructure, security, and application teams to resolve systemic issues.
• **Continuous Improvement**
• - Identify recurring issues and recommend process or technology improvements.
• - Participate in IT projects, system upgrades, and deployment initiatives for multi-platform environments.

Senior IT Helpdesk Specialist

Senior IT Engineer, Level 3+

Digital Enterprise Architect – Applications

Enterprise Architect, AI