IT Manager

Key Responsibilities

• Device Provisioning: Image, configure, deploy, and maintain desktop computers, laptops, peripherals, printers, and mobile endpoints using Microsoft Intune and Autopilot protocols.
• Physical & Hardware Maintenance: Diagnose, repair, and replace faulty workstation components, cabling, and site peripherals (monitors, docking stations, A/V setups).
• Asset Tracking: Maintain accurate inventory records of all hardware, software licenses, serial numbers, and assigned assets across all regional locations.
• Decommissioning: Execute formal protocols for secure data wiping, equipment retirement, and e-waste disposal.
• Identity & Access Management: Execute user onboarding/offboarding workflows in Microsoft Entra ID (Azure AD), managing accounts, distribution lists, and group memberships.
• Application Support: Provide Tier 1 and entry-level Tier 2 support for Microsoft 365 applications (Outlook, Teams, SharePoint, OneDrive, Word, Excel).
• Endpoint Security: Enforce compliance policies via Microsoft Intune (antivirus status, BitLocker encryption, OS updates, app pushing).
• SaaS Troubleshooting: Resolve core application errors, login failures, multi-factor authentication (MFA) resets, and sync discrepancies.
• Ticket Management: Monitor, prioritize, log, and resolve support requests within the ticketing system according to established SLA response times.
• Escalation Management: Diagnose underlying technical issues and properly escalate complex infrastructure, cloud tenant, or network outages to senior engineering/vendors.
• Basic Network Support: Perform basic troubleshooting for local connectivity issues, Wi-Fi access points, local subnet configurations, and basic switch port checks.

Qualifications And Competencies Required

• Education: Associate degree in Computer Science, Information Systems, or equivalent hands-on professional experience/certifications.
• Experience: At least 5 years in a technical support, desktop support, or helpdesk environment.
• Technical Skills: Microsoft Cloud Ecosystem: Hands-on experience navigating Microsoft 365 Admin Center and Microsoft Entra ID. Device Management: Practical experience with Microsoft Intune (MDM/MAM) for device enrollment, compliance checking, and basic app deployment. Operating Systems: Proficiency in supporting Windows 10/11 and macOS operating systems in a managed domain environment. Hardware Fundamentals: Strong familiarity with PC/Mac assembly, peripheral configuration, cabling standards, and diagnostic utility tools.
• Soft Skills & Work Attributes: Communication: Ability to explain technical concepts in accessible language to non-technical users across various departments. Problem-Solving: Structured diagnostic methodology—ability to systematically isolate hardware vs. software vs. network root causes. Organization: Capability to handle multiple incoming tickets simultaneously while maintaining attention to detail and asset tracking accuracy.

Qualifications And Competencies Preferred

• Preferred Certifications (Optional / Plus): CompTIA A+ or Network+ Microsoft Certified: Modern Desktop Administrator Associate (MD-102) Microsoft 365 Certified: Fundamentals (MS-900)

Physical Demands & Work Environment

• Ability to lift, transport, and install equipment up to 40 lbs (monitors, desktop towers, UPS backup units).
• Occasional travel between local/regional site facilities may be required for on-site hardware rollouts and infrastructure setups.
• This position is on-site must have reliable transportation.