IT Systems & AI Support Specialist

CORE is seeking a technically skilled and self-directed IT Systems and Support Specialist - Intune Admin to serve as the backbone of our helpdesk operations. This role owns the day-to-day management of our Microsoft 365 and Intune environment across approximately 300 devices, leads IT inventory control and hardware deployment from our Alpharetta warehouse, and plays a key role in designing and maintaining AI-driven automation to resolve support issues at scale., Microsoft 365 & Intune Device Management

• Administer and maintain the Microsoft Intune environment for approximately 300 endpoints (Windows, iOS, Android, macOS)

• Configure and enforce device compliance policies, conditional access, and mobile device management (MDM/MAM) profiles

• Manage Autopilot provisioning, Entra ID group policies, and application deployment through Intune

• Monitor device health, patch compliance, and software inventory; remediate out-of-compliance devices proactively

• Maintain Microsoft 365 tenant settings, licensing assignments, and security baseline configurations

Helpdesk Support

• Serve as the primary escalation point for complex technical issues, including application errors, identity and access management, network connectivity, and hardware failures

• Troubleshoot and resolve issues across Microsoft 365 applications (Teams, SharePoint, Exchange Online, OneDrive, Azure AD/Entra ID)

• Manage and resolve escalated service tickets within defined SLA targets; document resolution steps for knowledge base development

• Provide on-call or scheduled support coverage as needed to minimize business disruption

IT Inventory & Hardware Operations (Alpharetta Warehouse)

• Manage the full lifecycle of CORE's IT asset inventory including receiving, tagging, staging, and secure storage of equipment

• Fulfill hardware deployment requests - image, configure, and ship devices to remote and onsite staff

• Maintain accurate asset tracking records; conduct periodic audits to reconcile physical inventory against ITSM records

• Coordinate vendor RMAs, warranty claims, and hardware refresh cycles

• Required to be onsite at the Alpharetta warehouse facility 2-3 days per week

AI-Assisted Support Automation

• Design, develop, and maintain AI-powered workflows to automate resolution of common Tier 1 issues including password resets, account unlocks, application access requests, and basic connectivity troubleshooting

• Collaborate with IT leadership to identify high-volume, low-complexity ticket categories suitable for AI deflection

• Integrate AI tools with ITSM platforms and Microsoft 365 services via APIs and automation platforms (e.g., Power Automate, AI Approved Solutions, or similar)

• Monitor AI resolution accuracy, false positive rates, and user satisfaction; continuously refine logic and escalation paths

• Document AI workflows, decision trees, and integration architectures for operational continuity

General IT Operations

• Contribute to IT policy documentation, runbooks, and end-user knowledge base articles

• Assist in evaluating and onboarding new IT tools, platforms, and security solutions

• Participate in IT projects including infrastructure upgrades, compliance initiatives, and system migrations

• Support onboarding and offboarding processes including device provisioning and account lifecycle management

Do you have experience in macOS?, * 3+ years of experience in a helpdesk, desktop support, or IT systems administration role with Tier 2 or Tier 3 responsibilities

• Demonstrated hands-on experience with Microsoft Intune and Microsoft 365 administration in a production environment

• Proficiency with Azure Active Directory / Entra ID: user management, groups, conditional access, and role-based access control

• Experience with IT asset management, hardware imaging, and device deployment workflows

• Strong analytical and troubleshooting skills across Windows OS, M365 applications, and network connectivity

• Ability to lift and move equipment (up to 50 lbs) and work in a warehouse/shipping environment

• Excellent written and verbal communication; able to document processes clearly and support non-technical staff

Preferred

• Hands-on experience building AI automation workflows using Multiple AI Solutions, Power Automate, or similar low-code/no-code AI platforms

• Familiarity with ITSM platforms such as ServiceNow or Jira Service Management

• Experience with AI prompt engineering or configuring LLM-based virtual agents for IT support use cases

• Microsoft certifications: MD-102 (Endpoint Administrator), MS-102 (M365 Administrator), SC-300 (Identity and Access Administrator), or equivalent

• Exposure to HIPAA, SOC 2, or similar compliance frameworks in an IT operations context

• Experience in a nonprofit, healthcare, or mission-driven organization

Work Environment & Physical Requirements

This role requires a hybrid presence with 2-3 days per week onsite at CORE's Alpharetta, GA warehouse facility. The remaining schedule may be performed remotely or onsite per operational needs. The warehouse environment involves receiving, staging, and shipping IT equipment; candidates must be comfortable working in a physical logistics setting in addition to a standard office/remote IT support capacity.