Key skills
MacOSActive Directory
About this role
Role Overview
- Act as the Tier 2 escalation point for the help desk team, managing complex incidents requiring advanced troubleshooting
- Provide expert hands-on support for Windows 11 PCs, Mac devices, laptops, desktops, printers, and peripherals
- Troubleshoot and resolve software issues, including Microsoft 365, Outlook, Teams, SharePoint, and other core business tools
- Administer Active Directory and Microsoft 365: create, modify, and manage user accounts, passwords, and permissions
- Configure, deploy, and maintain new user devices in compliance with company standards and security requirements
- Perform system patching, updates, and endpoint maintenance across devices
- Assist with employee onboarding/offboarding processes including provisioning, access management, and equipment handling
- Support and maintain workflows and user issues within Hyland OnBase Workflow and WorkView, including troubleshooting end-user access and process issues
- Provide functional support for Revenue Manager and Cerner applications, coordinating with vendor support as needed to resolve incidents and maintain uptime
- Document all incidents, resolutions, and procedures in the IT ticketing system and knowledge base
- Collaborate with other IT staff to identify recurring technical problems and implement process improvements
- Provide remote user support and coordinate resolutions for other office locations as required
Requirements
- Bachelor’s degree in Information Technology or related discipline or 3+ years of experience in technical field
- 4-6 years of hands-on experience in desktop/user support within a corporate environment
- Strong working knowledge of Windows 11, macOS, Microsoft 365, SharePoint, Intune, and endpoint management tools
- Proven ability to support remote users and troubleshoot VPN or remote connectivity issues
- Strong analytical, documentation, and problem-solving skills
- Ability to work independently while managing multiple concurrent support requests
- Certifications such as CompTIA A+, Network+, or Microsoft MD-102/ M365 Certified: Modern Desktop Administrator preferred
- Hands-on experience with Active Directory, Intune, Exchange Online, and Service Desk tools (ManageEngine, Freshservice, etc.) preferred
- Exposure to Hyland OnBase Workflow and WorkView, Revenue Manager, and Cerner applications preferred
- Previous experience in healthcare, financial, or regulated industries (HIPAA, SOC 2, etc.) preferred
Tech Stack
- MacOS
Benefits
- Access to a 401(k) Retirement Savings Plan
- Comprehensive Medical, Dental, and Vision Coverage
- Paid Time Off
- Paid Holidays
- Additional benefits, including Pet Care Coverage, Employee Assistance Program (EAP), and discounted services