Technical Support Administrator (July 9, 2026)

This position functions as a team lead for the Help-Desk Support Specialists, providing technical and non-technical guidance and solutions to a variety of complex and rewarding problems. ESSENTIAL FUNCTIONS

• Owns and manages the day-to-day operation of the Help-desk, including administration of the IT service management (ticketing) system - configuring queues, categories, workflows, assignment rules, and automation so that tickets are consistently captured, triaged, prioritized, and resolved. Manages, develops, and coaches part-time Help-desk Support staff to provide proactive solutions and ensure the highest level of customer satisfaction.
• Defines and governs the service request intake process, including a service catalog and standardized triage and prioritization rules, so that all requests are logged, routed, and handled consistently.
• Establishes, monitors, and reports on Help-desk service levels and key performance indicators - including response and resolution times, ticket volume and trends, and customer satisfaction - and uses these metrics to drive service improvements.
• Identifies and develop automated solutions within area of responsibility to streamline processes, minimize user generated errors, and increase overall departmental productivity.
• Conducts root cause analysis, where appropriate, to ensure that systemic solutions are identified and/or appropriate checks are added to monitoring system(s).
• Drives continuous improvement by reviewing recurring incidents and root-cause trends and translating them into process changes, automation, or knowledge base updates that reduce ticket volume and improve resolution times.
• Defines, writes, and maintains help-desk processes, standard operating procedures, and runbooks in accordance with departmental and company policies and procedures, and ensures that help-desk personnel follow established processes, procedures, and policies. Owns the departmental knowledge base and wiki, creating, curating, and maintaining documentation to promote consistency and end-user self-service.
• Collaborate with IT colleagues to ensure that identified solutions are consistent with overall departmental objectives and direction.

• Identifies and recommends appropriate hardware and software solutions to meet user requirements. Maintains inventory and licensing compliance of IT managed hardware and software.

• Manages the IT hardware and software asset lifecycle, including procurement, asset tagging and tracking, deployment, maintenance, refresh planning, and secure decommissioning, data sanitization, and disposal of retired equipment; maintains accurate asset records and chain-of-custody and ensures software licensing compliance.
• Administers end-user operating system, software, and firmware updates. Ensures that all available critical end-user operating system patches are applied. Administers assigned applications, servers, and networking equipment.
• Conducts day-to-day user, group, and license management within Microsoft Entra ID (Azure Active Directory) and Exchange Online, including Microsoft 365 group, mailbox, and distribution-list administration. Manages device compliance and security policies through Microsoft Intune and Entra Conditional Access. Working knowledge of hybrid on-premises Active Directory and Group Policy is a plus. Administers and tests file, application, and network access control.
• Owns the IT onboarding and offboarding process, including timely and secure provisioning and deprovisioning of user accounts, Microsoft 365 licenses, and end-user devices.
• Ensures end-user devices are maintained through appropriate monitoring, configuration management, and preventative maintenance routines.
• Maintains the cleanliness, organization, and readiness of IT common areas, including equipment and storage rooms, wiring closets, and shared workspaces, keeping cabling, hardware, and supplies orderly, labeled, and secure.
• Provides technical guidance to end-users. May be required to develop and provide user training for basic hardware and software use.
• Provides day-to-day support of VOIP telephone and voicemail systems.
• Manages the organization’s cellular and mobile phone program, including adding, removing, and modifying carrier lines and service plans; setting up, configuring, and deploying mobile devices; coordinating device upgrades and replacements; and administering carrier accounts, and mobile device inventory.

DIRECT REPORTS This position does supervise employees. OTHER DUTIES Performs other duties as required or assigned.

• High school diploma or equivalent required.
• Bachelor’s Degree in Computer Science, Information Systems, Cloud Computing, or related field required.

Experience:

• A minimum of two to three years’ experience in IT related field required.
• At JAXPORT’s discretion, a minimum of four to five years of same experience may be substituted in lieu of a college degree.
• Prior Help-desk experience preferred.
• One to two years administering Microsoft Entra ID (Azure Active Directory) and the Microsoft 365 admin center, including Exchange Online, is required. Experience with hybrid Active Directory environments is a plus.
• Experience in packaging, installing, maintaining, and testing end-user software programs preferred.
• Experience with creating and maintaining system images preferred.
• Prior supervisory and/or leadership experience is a plus ideally in a NOC or SOC environment.

License/Certifications:

• Microsoft 365 Certified: Administrator Expert (MS-102) preferred.
• Microsoft 365 Certified: Endpoint Administrator Associate (MD-102) preferred.

Knowledge:

• Working knowledge of current Microsoft Windows patch management methodologies and tools required.
• Working knowledge of cloud identity and access management and SaaS application administration, including Microsoft Entra ID, Microsoft 365, and Exchange Online, required.
• Working Knowledge of TCP/IP networking, LANs/WANs, Wi-Fi, mobile broadband systems, and IP telephone systems to include VOIP, PSTN, and SIP required.
• Scripting and automation in powershell, bash, and associated technologies required.
• Working knowledge of various Operating Systems (Windows, Linux/UNIX, MacOSX, Android, apple iOS required., * Must have strong oral and written communications skills and possess excellent active listening skills.
• Must have a strong attention to detail.
• Must have strong leadership skills.
• Must be able to communicate complex technical issues and resolutions to colleagues and end-users with various degrees of technical understanding and backgrounds.
• Must be customer focused and be able to adapt to changing priorities.
• Must possess demonstrated problem solving skills.
• Must work well both in a team-environment and independently with minimal supervision., * Must be able to obtain and maintain a Transportation Workers Identification Credential (TWIC) during employment.