Hybrid IT Service Desk Administrator en Capstone Logistics

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