Tier 3 IT Support Specialist

Enterprise Systems & Microsoft Ecosystem Leadership Lead, manage, and administer Microsoft endpoint, identity, and cloud services, including Intune and Autopilot device provisioning, Active Directory and Entra ID, MFA and conditional access, Microsoft 365 tenant administration, SharePoint, Purview compliance and data governance, and Azure cloud infrastructure

ITSM Platform Ownership Serve as the primary owner of the Freshservice ITSM platform, including ticket workflows, SLA configuration and reporting, AI-assisted features, asset and inventory management, and continuous optimization

Advanced Technical Support Deliver expert-level support and root-cause analysis for complex hardware, software, and systems issues Manage IT assets across the full lifecycle including procurement, deployment, maintenance, and retirement

Security, Compliance & Documentation Document incidents, develop and refine policies and procedures, and ensure compliance with HIPAA, HITRUST, and COA security protocols

Collaboration & Leadership Partner with vendors, manage service escalations, and lead cross-functional IT initiatives Mentor Tier 1 and Tier 2 team members, promoting consistency, knowledge sharing, and continuous process improvement, 50+ years of trusted service supporting older adults and caregivers across Southwestern Ohio Mission-driven, collaborative culture that values expertise, integrity, and advocacy Opportunity to influence enterprise systems and IT strategy, not just respond to tickets "Here, IT isn't behind the scenes, we're part of the mission. Knowing my work helps people stay connected to care makes every challenge worth it."

• COA Technology Team Member

Do you have experience in Windows?, Do you have a Associate's degree?, Associate degree in Information Technology or equivalent combination of experience and certifications Minimum of 5 years of direct technical support experience Advanced implementation and administration of Intune, Autopilot, Active Directory / Entra ID, and SharePoint Experience with Freshservice, Purview, Office applications, Power BI, SQL, PowerShell, and networking preferred Experience in healthcare or other regulated environments preferred

Skills & Abilities Expertise in IT support, system administration, troubleshooting, and project management Advanced skills across Microsoft technologies including Intune, Autopilot, AD/Entra, and SharePoint Proficiency with IT ticketing systems, Windows OS, Microsoft 365, Teams, SharePoint, and security tools Strong communication, customer service, documentation, and mentoring skills

Pulled from the full job description

• Pet insurance
• Paid time off
• Vision insurance
• Health savings account
• Dental insurance
• Employee assistance program
• Pension plan, Pension plan with 6% annual company contribution to invest in your future Generous paid time off and 12 paid holidays for rest and balance Health, dental, and vision insurance plus a health savings account Hybrid work environment supporting flexibility and autonomy Pet insurance and employee assistance program for whole-life support Opportunities to advocate for and represent COA in community initiatives

Ready to be the expert who keeps our mission connected? Apply today and bring your technical leadership to an organization that puts people first always.

As the highest internal level of technical escalation within COA's Technology Innovation Services (TIS) team, this role ensures our Microsoft-centered technology ecosystem is secure, modern, and operating at peak performance. You'll own enterprise systems, solve complex issues, mentor fellow IT professionals, and help shape the processes that keep our mission moving forward. Your work directly strengthens COA's ability to deliver trusted services making technology an enabler of dignity, access, and independence for the people we serve.