IT Helpdesk Support Engineer

Join Centerfield Media Holdings as an IT Helpdesk Support Engineer. In this strategic and hands-on role, you will lead a modern, cloud-first IT operations function, ensuring seamless delivery of end-user technology services. You will drive operational excellence across the service desk, device provisioning, and lifecycle management, while partnering with engineering and security teams. Your responsibilities will include IT relationship management, project management, service desk operations, identity and access management, IT asset management, IT service management, end-user device imaging and deployment, user onboarding and offboarding, vendor management, and service delivery components.

• Servir como el principal punto de contacto para los usuarios locales, comprendiendo sus necesidades y desafíos.
• Gestionar la función del servicio de asistencia local para proporcionar soporte técnico excepcional y atención al cliente.
• Supervisar los procesos de gestión de identidad y acceso, asegurando un aprovisionamiento y control de acceso seguros y eficientes.
• 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
• Patch management, vulnerability remediation actions, and asset management processe
• Preferred experience supporting MacOS environments
• Strong proficiency with Windows 10/11 troubleshooting (boot issues, software installation, drivers, Windows Update, PC performance)
• 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
• Strong knowledge of Microsoft 365 administration at the user and device level (e.g., Intune, Autopilot, Outlook, Teams, OneDrive, SharePoint) and working familiarity with hybrid-domain operation
• Familiarity with Active Directory Group Policy, Entra ID, user/group management, and GPO basics
• Working knowledge of cloud-native Identity and Access Management (IAM) software (Okta, OAuth), including MFA and Biometric or USB hardware authentication devices to enhance security
• Understanding of Azure Virtual Desktop, Citrix, or VMware Horizon as it relates to remote application deployment and support
• Experience deploying and troubleshooting Endpoint Security solutions like Microsoft Defender, Sentinel One, Sophos Central, or CrowdStrike
• Experience with enterprise endpoint management tools such as Microsoft Intune or Ninja RMM
• Demonstrated ability with PC image management, application deployment, and inventory strategies for Windows 11 environments
• Experience with IT Security and organization compliance, such as HIPAA and PCI standards
• Ability to maintain service level agreements (SLAs), key performance indicators (KPIs), and continual service improvement (CSI) metrics
• Experience overseeing Configuration Management Database (CMDB) accuracy and integration with IT operations
• 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
• Exceptional organizational and communication skills with a focus on delivering high-quality service to end users
• Skilled in assisting 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
• (Preferred) Experience supporting IT operations in a healthcare or regulated environment, with working knowledge of HIPAA compliance requirements and the protection of PII
• 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
• Ability to coordinate with compliance, legal, and cybersecurity stakeholders to ensure operational practices align with regulatory obligations and audit readiness
• Bachelor’s degree in information technology, computer science, or a related field
• 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