Lead Helpdesk Administrator

Day To Day

Accounts & Access

• Manage both on-premises Active Directory and Microsoft Entra ID accounts.
• Maintain security through group policies, MFA, and account lifecycle management.
• Set up and deprovision accounts for employees and contractors, ensuring correct tool and project access.

Systems & Tools

• Administer Microsoft 365, SharePoint, and related Microsoft services.
• Manage Jira and Confluence, including user settings, workflow adjustments, and backend configurations.
• Maintain the IT SharePoint page for ease of use and updated content.
• Oversee client partner centers and developer accounts, ensuring proper configuration and compliance.
• Collaborate with IT, DevOps, and HR to manage system permissions and access.

Assets & Software

• Track and assign software licenses to maintain compliance.
• Manage company hardware and software inventory using Snipe-IT.
• Maintain accurate records for both office and remote equipment.
• Handle equipment swaps and replacements to minimize user downtime.

Helpdesk Work

• Resolve Tier 1 and Tier 2 support requests (lockouts, access issues, password resets).
• Triage incoming tickets, keeping workflows, business rules, and service catalog organized.
• Provide clear and timely communication with users during troubleshooting.

Documentation

• Write and update helpdesk procedures, IT workflows, and internal guides.
• Maintain onboarding materials to ensure smooth setup for new hires.
• Develop troubleshooting guides and self-service resources for common issues.

Audits & Compliance

• Review user access, group memberships, and permissions regularly.
• Document and correct audit data as needed.
• Assist with process improvements to maintain security and compliance.

Team Leadership

• Lead weekly helpdesk meetings to review priorities and progress.
• Act as a point of escalation for complex or high-priority issues.
• Identify opportunities to improve helpdesk operations and employee support.

Skills Knowledge and Expertise

Must Haves

• 5+ years in an IT or Help Desk role.
• Hands-on experience in IT systems administration or helpdesk support.
• Familiarity with Microsoft Active Directory, Entra ID, and Microsoft 365 administration.
• Strong organizational skills with attention to detail.
• Excellent written and verbal communication skills.
• Ability to lift 50+ lbs and perform physically active tasks as needed.

Nice-To-Have Skills

• Familiarity with Snipe-IT or other inventory management tools.
• Experience in account compliance/audit processes.
• Experience with Jira/Confluence management and integrations.
• Interest in developing skills in building management or IT compliance.

What We Can Offer You

• Medical, Dental, and Vision
• 401K with employer match
• Employer Paid Life Insurance Policy
• Generous Paid Time Off
• 20 Paid Company Holidays
• Paid Parental Leave
• Employee Assistance Program
• Fitness Club Discounts
• Sports Team Sponsorship
• Annual Company Events
• Project Wrap Parties