Hybrid IT Service Desk Administrator bei Capstone Logistics
Capstone Logistics · Peachtree Corners, Vereinigte Staaten Von Amerika · Hybrid
- Professional
- Optionales Büro in Peachtree Corners
JOB SUMMARY:
· Provides hands-on operational ownership for identity lifecycle and office-based IT operations.
· Manage joiner/mover/leaver workflows using the proprietary UI, Microsoft Entra ID (Azure AD), Azure AD B2C, and Microsoft 365 Admin Center.
· Support HQ walk-ups; triage office incidents/requests and execute office technology projects within SLAs.
· Partner with the Account Team and Hardware Team on account operations, shipping/receiving, asset chain-of-custody, and hardware imaging/post‑imaging validation.
· Maintain audit‑ready documentation, clean handoffs, and high-quality ticket hygiene in a high‑pace environment.
· Operate within least‑privilege and change/access management controls.
SUPERVISORY RESPONSIBILITIES:
· None
ESSENTIAL FUNCTIONS:
RESPONSIBILITIES:
· Identity, Access, and Licensing
· Execute joiner/mover/leaver workflows across proprietary UI, Entra ID, Azure AD B2C, and Microsoft 365.
· Create, modify, and disable accounts; manage group memberships, role assignments, shared mailboxes, and distribution lists.
· Assign and reconcile licenses (M365, RingCentral, and other SaaS) using standardized entitlement models.
· Enforce MFA enrollment and Conditional Access policies; document approvals and maintain audit trail.
· Provide walk up support at HQ; triage and resolve office-based incidents and requests within SLAs.
· Coordinate and execute office technology projects (conference room equipment, docking/monitor setups, network peripheral installs) in partnership with Infrastructure where needed.
· Perform shipping and receiving for IT assets; process RMAs; maintain chain of custody and asset tagging.
· Serve as backup for imaging and post image validation; ensure devices are enrolled and compliant.
· Collaborate with the Hardware Team to schedule builds, prioritize urgent replacements, and execute quality checks.
· Support SOTI MobiControl and Jamf Pro policies, profiles, and device assignments.
· Provision users; manage call queues, IVR, DIDs, device assignments, and E911 address compliance.
· Support number ports, site moves, and phone inventory in coordination with the Account and Hardware teams.
· Participate in the Service Desk on-call rotation to cover weekends and provide escalation coverage when 3rd-shift is on PTO.
· Flex to additional onsite days as needed to meet project timelines and priority work.
· Maintain rigorous ticket notes with clear problem statements, actions taken, and outcomes.
· Author and update KB articles and SOPs to improve first contact resolution and reduce escalations.
· Track and report on throughput, SLA adherence, and aging; recommend process improvements.
· Adhere to change and access management controls; create change records for impactful actions when required.
· Partner with the Account Team, Hardware Team, and Service Desk leads to prioritize work and reduce rework.
· Escalate clearly with full context; own follow through to resolution and communicate status.
*PERFORMS ADDITIONAL RESPONSIBILITIES AS ASSIGNED*
QUALIFICATIONS:
EDUCATION AND/OR EXPERIENCE:
· Associate’s degree or equivalent from two-year college or equivalent combination of education and experience. Bachelor’s degree is preferred.
· Minimum 3 years experience Service Desk/Help Desk experience in an enterprise setting
· CompTIA A+ or Network +, ITIL Foundation, Jamf 100/200, or Microsoft AZ‑900/SC‑900 experience preferred
KNOWLEDGE, SKILLS AND ABILITIES:
· Working knowledge of Microsoft Entra ID (Azure AD), including Conditional Access, security groups, and license assignment; Azure AD B2C experience strongly preferred.
· Experience with one or more: SOTI MobiControl (Android) and Jamf Pro (macOS/iOS).
· Microsoft Intune / Autopilot experience is a plus.
· LogMeIn Client experience strongly preferred.
· Experience administering RingCentral (users, call queues, IVR, DIDs, E911 addresses) highly preferred.
· Competency with hardware imaging and enrollment workflows (Intune/Autopilot, Jamf enrollment, SOTI staging) and post-image QA.
· Strong ticket hygiene and documentation skills; ability to produce clear KB articles and SOPs; adherence to
· ServiceNow workflows that route to the Service Desk team for approvals and fulfillment.
· Familiarity with ITSM platforms (ServiceNow strongly preferred) and remote support tools.
· Solid understanding of least-privilege access, separation of duties, and auditability.
· PowerShell or comparable scripting for routine admin and reporting is a plus.
· Excellent communication, prioritization, and stakeholder management within a fast-moving queue.
PHYSICAL REQUIREMENTS:
· Prolonged periods of sitting at a desk and working on a computer
· Must be able to lift up to 40 pounds at times
· Manual dexterity for cabling, device setup, and packaging
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