IT Operations Engineer I

About the role

The IT Operations Engineer II serves as a primary point of contact on the HelpDesk, triaging and resolving end-user issues across a broad range of platforms, operating systems, and applications. They administer and support Microsoft 365 services including Exchange Online, OneDrive, and SharePoint, manage mailboxes, licenses, and tenant configurations. They also support Slack as the primary team messaging and collaboration platform, including workspace administration, app integrations, and user support. Additionally, they manage Windows and macOS endpoints using Microsoft Intune and Jamf Pro, including device enrollment, configuration profiles, OS updates, and compliance policy enforcement.

Responsibilities

• Serve as a primary point of contact on the HelpDesk, triaging and resolving end-user issues across a broad range of platforms, operating systems, and applications.
• Administer and support Microsoft 365 services including Exchange Online, OneDrive, and SharePoint — managing mailboxes, licenses, and tenant configurations.
• Support Slack as the primary team messaging and collaboration platform, including workspace administration, app integrations, and user support.
• Manage Windows and macOS endpoints using Microsoft Intune and Jamf Pro, including device enrollment, configuration profiles, OS updates, and compliance policy enforcement.
• Work and manage service requests and incidents in Jira Service Management (JSM), maintaining SLA compliance, accurate documentation, and clear communication throughout the ticket lifecycle.
• Aid users with Google Workspace applications alongside M365, including mail flow, shared drives, and calendar administration.
• Assist with email security administration, including ProofPoint policy management and mail flow troubleshooting across both M365 and Google Workspace environments.
• Support Zoom as the primary video conferencing platform, including administration of Zoom Rooms systems in physical conference rooms across office locations.
• Support the full employee lifecycle, from hardware provisioning and new-hire onboarding through offboarding and device recovery.
• Identify and implement improvements to HelpDesk processes by building JSM automations, scripting repetitive tasks, and leveraging modern AI tools to increase team efficiency.
• Maintain and contribute to an internal knowledge base with SOPs, runbooks, and end-user self-service articles.
• Collaborate with peers and senior engineers to escalate complex issues and contribute to cross-functional IT initiatives.

Requirements

• 2+ years of experience in a HelpDesk, IT Support, or IT Operations role in a corporate environment.
• Demonstrated experience supporting Microsoft 365 services, including Exchange Online, OneDrive, and SharePoint.
• Hands-on experience managing Windows and/or macOS endpoints via an MDM platform (Intune and/or Jamf).
• Experience working within a ticketing system to manage incidents and service requests with attention to SLA, documentation, and follow-through.
• Strong troubleshooting skills and ability to independently research and resolve unfamiliar issues across diverse platforms.
• Excellent communication skills with a customer-first approach to technical support.
• Able to manage and prioritize multiple open tickets simultaneously in a fast-paced environment.

Qualifications

• Basic Qualifications: 2+ years of experience in a HelpDesk, IT Support, or IT Operations role in a corporate environment. Demonstrated experience supporting Microsoft 365 services, including Exchange Online, OneDrive, and SharePoint. Hands-on experience managing Windows and/or macOS endpoints via an MDM platform (Intune and/or Jamf). Experience working within a ticketing system to manage incidents and service requests with attention to SLA, documentation, and follow-through. Strong troubleshooting skills and ability to independently research and resolve unfamiliar issues across diverse platforms. Excellent communication skills with a customer-first approach to technical support. Ability to manage and prioritize multiple open tickets simultaneously in a fast-paced environment.
• Preferred Qualifications: Experience working in Jira Service Management (JSM) or other Atlassian products (Confluence, Jira Software). Proficiency managing both Intune and Jamf Pro for dual-platform (Windows and macOS) endpoint administration. Experience with ProofPoint or similar email security and filtering solutions. Experience administering Google Workspace at the admin/tenant level, in addition to M365. Comfort writing basic scripts (PowerShell, Python, or similar) or building workflow automations to improve support processes. Familiarity with using AI tools (such as Claude, Copilot, or similar) to accelerate troubleshooting, documentation, and process improvement. Pilot or aviation enthusiast.