IT Service Desk Administrator

IT Service Desk Administrator

Provides hands-on operational ownership for identity lifecycle and office-based IT operations.

Manage joiner / mover / leaver workflows using the proprietary UI, Microsoft Entra ID (Azure AD), Azure AD B2C, and Microsoft 365 Admin Center.

Support HQ walk-ups; triage office incidents / requests and execute office technology projects within SLAs.

Partner with the Account Team and Hardware Team on account operations, shipping / receiving, asset chain-of-custody, and hardware imaging / post-imaging validation.

Maintain audit-ready documentation, clean handoffs, and high-quality ticket hygiene in a high-pace environment.

Operate within least-privilege and change / access management controls.

Supervisory responsibilities : None

Essential functions :

• Identity, Access, and Licensing
• Execute joiner / mover / leaver workflows across proprietary UI, Entra ID, Azure AD B2C, and Microsoft 365.
• Create, modify, and disable accounts; manage group memberships, role assignments, shared mailboxes, and distribution lists.
• Assign and reconcile licenses (M365, RingCentral, and other SaaS) using standardized entitlement models.
• Enforce MFA enrollment and Conditional Access policies; document approvals and maintain audit trail.
• Provide walk-up support at HQ; triage and resolve office-based incidents and requests within SLAs.
• Coordinate and execute office technology projects (conference room equipment, docking / monitor setups, network peripheral installs) in partnership with Infrastructure where needed.
• Perform shipping and receiving for IT assets; process RMAs; maintain chain of custody and asset tagging.
• Serve as backup for imaging and post image validation; ensure devices are enrolled and compliant.
• Collaborate with the Hardware Team to schedule builds, prioritize urgent replacements, and execute quality checks.
• Support SOTI MobiControl and Jamf Pro policies, profiles, and device assignments.
• Provision users; manage call queues, IVR, DIDs, device assignments, and E911 address compliance.
• Support number ports, site moves, and phone inventory in coordination with the Account and Hardware teams.
• Participate in the Service Desk on-call rotation to cover weekends and provide escalation coverage when 3rd-shift is on PTO.
• Flex to additional onsite days as needed to meet project timelines and priority work.
• Maintain rigorous ticket notes with clear problem statements, actions taken, and outcomes.
• Author and update KB articles and SOPs to improve first contact resolution and reduce escalations.
• Track and report on throughput, SLA adherence, and aging; recommend process improvements.
• Adhere to change and access management controls; create change records for impactful actions when required.
• Partner with the Account Team, Hardware Team, and Service Desk leads to prioritize work and reduce rework.
• Escalate clearly with full context; own follow through to resolution and communicate status.
• Performs additional responsibilities as assigned

Qualifications :

Education and / or experience : Associate's degree or equivalent from two-year college or equivalent combination of education and experience. Bachelor's degree is preferred.

Minimum 3 years experience Service Desk / Help Desk experience in an enterprise setting

CompTIA A+ or Network +, ITIL Foundation, Jamf 100 / 200, or Microsoft AZ-900 / SC-900 experience preferred

Knowledge, skills, and abilities :

Working knowledge of Microsoft Entra ID (Azure AD), including Conditional Access, security groups, and license assignment; Azure AD B2C experience strongly preferred.

Experience with one or more : SOTI MobiControl (Android) and Jamf Pro (macOS / iOS).

Microsoft Intune / Autopilot experience is a plus.

LogMeIn Client experience strongly preferred.

Experience administering RingCentral (users, call queues, IVR, DIDs, E911 addresses) highly preferred.

Competency with hardware imaging and enrollment workflows (Intune / Autopilot, Jamf enrollment, SOTI staging) and post-image QA.

Strong ticket hygiene and documentation skills; ability to produce clear KB articles and SOPs; adherence to ServiceNow workflows that route to the Service Desk team for approvals and fulfillment.

Familiarity with ITSM platforms (ServiceNow strongly preferred) and remote support tools.

Solid understanding of least-privilege access, separation of duties, and auditability.

PowerShell or comparable scripting for routine admin and reporting is a plus.

Excellent communication, prioritization, and stakeholder management within a fast-moving queue.

Physical requirements :

Prolonged periods of sitting at a desk and working on a computer.

Must be able to lift up to 40 pounds at times.

Manual dexterity for cabling, device setup, and packaging.