IT Help Desk

Position Summary: Helpdesk-first role with light Systems Administration duties. Acts as a single-contact resolver for most incidents/requests, emphasizing customer service, deskside support, and clear communication. Works from the ticket queue, documents fixes, and meets SLA expectations while partnering with senior engineers for escalations and change-controlled work.

Core Responsibilities:

• Own end-user support across Windows 10/11 laptops/desktops; provide deskside service and remote assistance.
• Triage, resolve, and document issues as the single point of contact; maintain queue health and meet SLAs.
• Provision and image devices using WDS/MDT/Autopilot (or equivalent); manage drivers and post-image setup.
• Administer Microsoft 365 & Entra ID (user lifecycle, licensing, groups, MFA/CA basics).
• Perform routine Exchange Online tasks (shared mailboxes, aliases, transport rules) and Outlook client remediation.
• Manage endpoints with Microsoft Intune: compliance policies, config profiles, Win32 app packaging, and basic remediation scripts.
• Operate within Znuny/OTRS for ticketing and Pulseway RMM for patch/monitoring; follow SOPs/runbooks and contribute improvements.
• Coordinate with senior engineers on server/infra work (AD/DNS/DHCP/File Services, VMware/Proxmox) when needed.

Representative Tools/Systems:

• Identity/Prod: Entra ID (Azure AD), Microsoft 365, Exchange Online, Teams, SharePoint/OneDrive
• Endpoint Mgmt: Microsoft Intune (Autopilot, compliance, Win32 apps); Jamf (nice-to-have)
• Security/Patching: Crowdstrike, Pulseway RMM
• Asset/Backup: OCS Inventory; Nakivo/Proxmox backup (exposure helpful)
• Infra: Windows Server roles, VMware vSphere, Proxmox VE (exposure)
• Voice: Cisco Webex phone system
• Ticketing/Docs: Znuny/OTRS, SharePoint/OneNote

• Detail-oriented, organized, and responsive; protects user time by resolving on first contact when possible.
• Prioritizes queue health and SLA attainment; escalates with complete documentation.
• Communicates clearly with non-technical users; sets expectations and follows through., * 3+ years in Helpdesk/Desktop Support (Helpdesk-first focus).
• Proven customer service skills and experience delivering deskside support; excellent verbal/written communication and time management.
• Hands-on Windows imaging experience with WDS or similar (MDT/Autopilot acceptable).
• Daily admin experience with Microsoft 365 & Entra ID (user lifecycle, licensing, groups).
• Working knowledge of Exchange Online admin and Outlook troubleshooting.
• Intune experience: device enrollment, compliance, config profiles, and Win32 app deployment.
• Active Directory basics: users/groups/OUs, passwords/unlocks, basic GPO; DNS/DHCP fundamentals.
• Documentation mindset: writes clear tickets and updates SOPs/runbooks.

Preferred Qualifications:

• Jamf or Intune macOS management exposure (ABM/DEP, profiles, patching).
• Windows Server care-and-feeding, light VMware vSphere or Proxmox exposure (provisioning/snapshots/backups).
• Security tooling familiarity: Crowdstrike; patch policy workflows via Pulseway RMM.
• Asset/Inventory tools such as Ocs Inventoy
• Basic networking: VLAN/DHCP/DNS client-side, VPN support.
• PowerShell for routine admin automation.

Note: Role is Helpdesk-first with light SysAdmin duties; candidates should expect deskside support responsibilities.

Successful applicants must be eligible to work in the US (visa sponsorship is not provided at this time) and must be able to pass a pre-employment background and drug test. American Innovations is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

American Innovations protects people and the environment by providing proven compliance solutions to oil and gas professionals from the field to the office. More than 30 years of experience drives innovative solutions that address the need for efficient data collection, reporting, and analysis - an integrated family of hardware, software and professional services backed by relentless customer service.