IT Helpdesk Support Engineer

About the Role

Centerfield Media Holdings is seeking a strategic and hands-on IT Helpdesk Administrator to lead a modern, cloud-first IT operations function in a fast-growing organization. This role is key to ensuring seamless delivery of end-user technology services across Microsoft 365 device management, IT service management, identity and access, and vendor operations. As a site leader in our hybrid-cloud workplace, you will drive operational excellence across the service desk, device provisioning, and lifecycle management, while partnering with engineering and security teams on scalable, secure, and user-centric technology solutions.

Responsibilities

• Serve as the primary point of contact for local users, understanding their needs, preferences, and challenges.
• Drive the local service desk function to provide exceptional technical support and customer care, ensuring timely resolution of incidents and service requests.
• Oversee identity and access management processes, ensuring secure and efficient provisioning, deproitioning, and access control for employees, contractors, and partners.
• Manage the procurement, lifecycle, and disposal of IT assets, ensuring accurate asset tracking and compliance with procurement policies.
• Continuously improve ITIL processes, including incident, problem, change, configuration, and release management.
• Oversee server room operations, network closets, conference rooms, A/V equipment, printers, time clocks, and end-user PC image engineering.
• Own the PC deployment and configuration process, ensuring compatibility, security, and performance of end-user devices.
• Manage user onboarding and offboarding processes, including access management and device assignments.
• Oversee vendor relationships, ensuring high-quality service delivery and support, and manage IT contracts and renewals.
• Develop and maintain business relationship and alignment content to ensure IT services align with business objectives.
• Create and present regular reports on service delivery performance, including metrics and KPIs, to stakeholders.
• Perform other duties as assigned.

Requirements

• Bachelor’s degree in information technology, computer science, or a related field.
• 3-5 years of experience in IT operations, helpdesk, or technical support role, with a proven track record of managing end-user compute, identity, and access management.
• Strong proficiency with Windows 10/11 troubleshooting (boot issues, software installation, drivers, Windows Update, PC performance).
• Preferred experience supporting MacOS environments.
• Strong knowledge of Microsoft 365 administration at the user and device level (e.g., Intune, Autopilot, Outlook, Teams, OneDrive, SharePoint).
• Demonstrated ability with PC image management, application deployment, and inventory strategies for Windows 11 environments.
• Experience with enterprise endpoint management tools such as Microsoft Intune or Ninja RMM.
• Familiarity with Active Directory Group Policy, Entra ID, user/group management, and GPO basics.
• Experience supporting campus network systems: Understanding of TCP/IP, DNS, DHCP, VLANs, LAN/WAN, and 802.11 Wi-Fi and VPN configurations.
• Hands-on experience with Fortinet and Cisco network infrastructure desired.
• Working knowledge of cloud-native Identity and Access Management (IAM) software (Okta, OAuth), including MFA and biometric or USB hardware authentication devices.
• Experience deploying and troubleshooting Endpoint Security solutions like Microsoft Defender, Sentinel One, Sophos Central, or CrowdStrike.
• Preferred experience supporting an endpoint environment with a zero-trust SASE platform or cloud-native secure web gateway, such as Zscaler ZIA, Palo Alto Prisma Access, or Netskope One.
• Understanding of Azure Virtual Desktop, Citrix, or VMware Horizon as it relates to remote application deployment and support.
• Experience with patch management, vulnerability remediation actions, and asset management processes.
• Strong understanding and hands-on experience with IT Service Management (ITSM) frameworks, including service desk ticketing processes (e.g., JIRA Service Management, ZenDesk, ServiceNow).
• Proven success implementing and escalating ITIL processes such as Incident, Change, Request, and Asset Management.
• Experience overseeing Configuration Management Database (CMDB) accuracy and integration with IT operations.
• Ability to maintain service level agreements (SLAs), key performance indicators (KPIs), and continual service improvement (CSI) metrics.
• Experience with IT Security and organization compliance, such as HIPAA and PCI standards.
• Skilled in managing vendor relationships, site visits, and service level expectations.
• Proven ability to build collaborative partnerships with cross-functional teams including cloud infrastructure, cybersecurity, and application support.
• Exceptional organizational and communication skills with a focus on delivering high-quality service to end users.
• Ability to coordinate with compliance, legal, and cybersecurity stakeholders to ensure operational practices align with regulatory obligations and audit readiness.
• Preferred experience supporting IT operations in a healthcare or regulated environment, with working knowledge of HIPAA compliance requirements and the protection of PII.

Qualifications

• CompTIA A+/Network+, Security+, Azure Foundations; Microsoft 365 Certified: Modern Desktop Administrator Associate or equivalent highly preferred.
• PMP or formal project management training is a strong plus.

Benefits

• Competitive salary + semi-annual bonus.
• Unlimited PTO – take a break when you need it!
• Industry-leading medical, dental, and vision plans + generous parental leave.
• 401(k) company match plan – fully vested on day 1.
• Monthly happy hours, catered lunches + daily food trucks.
• Award-winning culture & unprecedented team spirit (featured in LA Business Journal & Built In LA).
• Fully stocked kitchens with snacks & drinks.
• Paid charity and volunteer days (local mentor programs, adopt a pet, beach cleanup, etc.).
• Monthly team outings (ball games, casino night, hikes, etc.).
• Career growth – we enjoy promoting from within!

Schedule

This is a hybrid position, and employees are expected to work in our Boston, MA office every Tuesday, Wednesday & Thursday.

Pay

Compensation Range: $70K - $80K