Key skills
GoAIEntra IDSSOSaaSAtlassianJiraConfluenceCommunicationCollaboration
About this role
Role Overview
- Serve as the go-to escalation point for Level 2 IT issues from our internal Helpdesk
- Troubleshoot and resolve complex problems across Microsoft 365, collaboration tools, and endpoint devices
- Support onboarding and offboarding workflows for employees, consultants, and contractors
- Administer user access and authentication across Microsoft Entra ID and SaaS platforms
- Manage SSO, MFA, password managers (1Password), certificates, and guest access
- Handle admin consent requests and configure access for contractors and temporary roles
- Administer permissions for SharePoint, DocuSign, Zoom AI, Atlassian, and other SaaS tools
- Conduct periodic license reviews and audits across enterprise applications
- Oversee laptop shipping, imaging, and inventory tracking in Jira
- Manage conference room AV systems and recordings for company-wide meetings as needed to support vendors
- Respond to security-related alerts and support access to secure systems and VPNs
- Partner with vendors and internal teams to manage OEM support and renewals
- Maintain IT knowledge base in Confluence and refine workflows
- Proactively identify and implement improvements to enhance support quality and user experience
Requirements
- Bachelor’s degree in IT, Computer Science, or related field—or equivalent hands-on experience
- 5+ years in Tier II support, service desk, or IT operations roles
- Strong experience with Microsoft 365, Entra ID, N-Central and identity/access systems
- Familiarity with Jira Service Management and Confluence is a plus
- Comfortable supporting SaaS platforms and collaboration tools
- Exceptional troubleshooting, documentation, and communication skills
- A proactive, collaborative mindset with the ability to operate independently
- Flexibility for occasional after-hours or on-call support