The Role:

ElevateBio is looking for a Desktop Support Associate II who will help future-proof, maintain, and troubleshoot their rapidly expanding infrastructure. Reporting to the Manager of Desktop Support, you will maintain standards for imaging machines, manage end user hardware/software, as well as manage the ElevateBio endpoint management tools. Utilize expertise in packaging and deploying software, as well as being familiar with automation technologies.

Here’s What You’ll Do:

Your core responsibilities will be:

Customer Experience

• Assist with maintenance and management of ElevateBio’s endpoint management tools
• Continue to improve the overall customer digital experience.
• Create and maintain internal documentation for other internal support groups as well as for end-users.
• Maintain and manage the entire lifecycle of software deployments (Development/Packaging/Deploying).
• Manage the lifecycle (ticket generation to closure) of all incidents and service requests for their affected end users.

• Monitor open tickets for accuracy, urgency and problem resolution within prescribed Service Level Agreements.
• Serve as an escalation point for Tier 1 and Tier 2 support.
  
  Continuous Improvement

• Continually investigate better ways to image and deploy machines. Focusing on efficiency and ease of use.
• Provide other support groups with the tools and support to ensure they are providing the highest levels of customer service.
• Identify, research, and assist with implementation of new technologies in accordance with IT operations policy and procedures.

Requirements:

• 3+ years of experience in IT, demonstrating a growing progression of responsibilities including work in desktop/endpoint computing
• Demonstrated capability to perform job responsibilities
• Expertise in Microsoft Intune, JAMF, Active Directory, Microsoft 365 Apps, Office 365, Group Policy, etc.
• Understanding of mobile device management (MDM) and mobile application management (MAM) principles
• Excellent communication skills, capable of conveying complex technical concepts to non-technical stakeholders
• Provide twenty four (24) hour, seven (7) day a week on-call support at scheduled times
• Expertise in Autopilot to provision and configure Windows 11 devices

Preferred Experience and Qualifications:

• Demonstrated project management skills, capable of providing technical leadership of initiatives from conception through to successful implementation
• Knowledge of Entra ID Connect and Entra ID Conditional Access
• Experience with PowerShell and automation
• Solid understanding of ITIL Foundation processes
• Strong analytical and problem-solving skills
• Certifications:
• Microsoft Certified: Modern Desktop Administrator Associate
• Microsoft Certified: Endpoint Administrator Associate
• ITIL Foundation
• JAMF Certification