Enterprise Technology Services Specialist

About the role

As an Enterprise Technology Services Specialist on Ridgeline’s IT team, you’ll deliver reliable, secure, and user-centered technology services while independently resolving complex support issues and improving the systems and processes behind them. You’ll manage corporate accounts and endpoints, strengthen access controls and endpoint security in partnership with Security, and build practical automations that reduce manual work, minimize downtime, and help IT operations scale. Working with cutting-edge technologies and approved AI tools, you’ll use AI-assisted troubleshooting, log analysis, knowledge-base drafting, and script generation to increase efficiency while carefully validating outputs for accuracy, security, privacy, and maintainability. At Ridgeline, how we work matters as much as what we build. Ridgeliners act like owners, choose growth over comfort, and communicate with transparency. We assume positive intent, bias toward action, and bring solutions—not just problems. We celebrate wins, learn from setbacks, and thrive in a resilient, collaborative, high-performing culture.

Responsibilities

• Provide advanced IT service management support and independently resolve complex Tier 1 and Tier 2 issues across software, licensing, endpoints, identity, and employee technology
• Act as an escalation point for issues requiring deeper investigation, including first-line handling of information security detection and response escalations
• Lead onboarding, offboarding, and account lifecycle execution across Google Workspace, Slack, Zoom, Box, Atlassian, and Microsoft, including automations supporting access modifications
• Deploy, configure, maintain, and recover corporate Macs through Jamf while supporting CrowdStrike and Cloudflare Zero Trust and maintaining strong fleet compliance
• Build and own automations for high-volume manual workflows using Jira Automation, Okta Workflows, REST APIs, webhooks, and Python, Bash, or JavaScript from problem definition through testing, rollout, documentation, and monitoring
• Apply approved AI tools to ticket triage, troubleshooting, log analysis, knowledge-base development, and script generation while validating outputs for accuracy, security, privacy, and maintainability
• Transform recurring support issues into automations and employee-facing self-service resources that improve productivity and reduce support volume
• Monitor service queues against team SLOs, identify emerging issues and patterns, and communicate risks and potential solutions early
• Manage inventory purchasing for your area and contribute to security awareness and operational resilience efforts
• Mentor junior teammates through pairing, walkthroughs, and documentation, including practical and responsible adoption of AI-assisted workflows
• Support Zoom Rooms, AV, and office network issues in partnership with Infrastructure and collaborate with Security on endpoint configuration, access reviews, and remediation
• Contribute to a collaborative environment rooted in ownership, learning, teaching, transparency, and continuous improvement

Requirements

• 3–5 years of experience owning IT operations, service desk, or endpoint management work with a demonstrated ability to resolve issues independently
• Hands-on experience administering macOS and Jamf and managing Google Workspace users, groups, licenses, and security settings
• Working knowledge of identity and access management concepts including SSO, MFA, least privilege, RBAC, audit logging, and joiner, mover, and leaver processes
• Demonstrated experience using AI in a support environment for activities such as ticket triage, troubleshooting, documentation, or script authoring, paired with the