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IT Support

• Support and administer core enterprise environments and services, including Microsoft 365, Entra ID (Azure AD), Microsoft Defender, and endpoint services; administer and configure Salesforce (user/license management, roles and profiles, permission sets, sharing rules, page layouts, flows, reports/dashboards);
• Own the relationship and day-to-day operations with a third-party IT support provider delivering Tier 1–3 coverage; set expectations, coordinate priorities, and ensure consistent user experience
• Manage escalations from the support provider: triage high-impact issues, provide technical direction, coordinate cross-functional resolution (IT/Security/Vendors), and communicate status to stakeholders
• Monitor and report on support performance (SLA attainment, backlog, aging, CSAT), lead weekly/monthly service reviews, and drive continuous improvement and root-cause reduction
• Enable and support approved AI tools for employees (e.g., Microsoft 365 Copilot): onboarding, troubleshooting, license/entitlement coordination, and end-user guidance
• Partner with Security/Compliance to apply responsible AI practices: access controls, data protection, approved-use guidance, and basic prompt-safety standards for internal support content
• Create and maintain AI enablement documentation (quick-starts, FAQs, troubleshooting guides) and deliver short trainings/office hours to improve adoption and reduce repeat tickets
• Resolve escalated incidents related to employee hardware, enterprise software, access and authentication, network and VPN issues, and virtual meeting solutions; identify trends and partner with the support provider to prevent recurrence
• Support a suite of Microsoft Office 365 E5 applications on both Windows and Mac operating systems
• Configure MS System Center Config Manager for operating system deployment and software distribution
• Administer, image, and troubleshoot Windows and Mac endpoints using Intune and Endpoint Manager
• Accurately maintain asset inventory and adhere to asset management policies and procedures
• Ensure escalations are thoroughly documented in the case management system and IT knowledgebase; translate solutions into runbooks/KB articles for the support provider to improve first-time resolution
• Oversee the support intake channels (case management system, email, chat) with the third-party team; ensure proper triage, routing, and timely escalation for users with varying levels of proficiency
• Analyze Salesforce usage, data quality, and process gaps; partner with business stakeholders to gather requirements, recommend configuration changes, and deliver enhancements (custom objects/fields, validation rules, flows, reports/dashboards) that improve adoption and operational efficiency
• Provide outstanding customer service via remote support channels and tools (e.g., Teams screen share/remote assistance), partnering with the third-party provider for any required hands-on support

IT Support Administrator