Enterprise Support

The Enterprise Support role provides onsite technical support for end-user computing, infrastructure deployments, collaboration technologies, and enterprise operational initiatives. This role supports daily IT operations while participating in strategic technology projects including device lifecycle management, conference room modernization, server deployments, and executive event support. The ideal candidate is customer-focused, organized, and comfortable balancing project work with operational support in a fast-paced enterprise environment.

Primary Responsibilities

End User Support

• Provide Tier 1 and Tier 2 desktop support for Windows and macOS devices.
• Diagnose and resolve hardware, software, network, and peripheral issues.
• Manage incident, request, and problem tickets while meeting established SLAs.
• Support employee onboarding, offboarding, and workstation provisioning.

Device Lifecycle Management

• Deploy, configure, and refresh enterprise Windows and MacBook devices.
• Perform data migration and user profile transfers.
• Coordinate device replacements with end users while minimizing business disruption.
• Maintain hardware inventory and asset tracking.

Collaboration Technology Support

• Install, refresh, and support Zoom Room technology.
• Configure conference room equipment and collaboration devices.
• Perform hardware swaps, testing, and validation.
• Troubleshoot AV and meeting technology issues.

Project Support

• Build and configure enterprise servers following documented standards.
• Install operating systems and required software packages.
• Perform system validation, testing, and deployment activities.
• Assist with infrastructure implementation projects., + Zoom Rooms
• Hardware Deployment
• Laptop Imaging
• Device Refresh
• Endpoint Management
• Server Deployment
• Ticket Management
• Customer Support
• Executive Support
• Asset Management
• Technical Documentation

Success Measures The successful candidate will:

• Maintain timely ticket resolution while supporting increasing ticket volumes.
• Complete endpoint refresh projects on schedule.
• Successfully deploy Zoom Room upgrades with minimal business disruption.
• Assist in delivering deployment projects.
• Provide exceptional support during executive meetings and company events.
• Maintain high levels of customer satisfaction while supporting multiple concurrent initiatives.

Required:

• 3-5 years of enterprise IT support experience.
• Experience supporting Windows and macOS environments.
• Experience with Microsoft 365.
• Experience imaging and deploying enterprise laptops.
• Familiarity with Active Directory and Azure Active Directory (Entra ID).
• Experience supporting Zoom Rooms or similar conferencing platforms.
• Strong troubleshooting and customer service skills.
• Excellent written and verbal communication.
• Ability to manage multiple priorities simultaneously.

Preferred:

• Experience with Jamf and/or Microsoft Intune.
• Experience building or deploying Windows or Linux servers.
• Knowledge of enterprise networking fundamentals.
• Experience supporting executive leadership.
• ITIL Foundation certification.
• CompTIA A+, Network+, or equivalent certifications.

Key Skills:

• Desktop Support
• Windows
• macOS
• Microsoft 365
• Active Directory