Expected responsibilities
• Troubleshoot client-issued laptops, desktops, docking stations, displays, printers, scanners, Wi-Fi, VPN, and VDI connectivity.
• Perform hands-on diagnosis and basic Layer 1 cable/device checks.
• Resolve or assist with end-user incidents and service requests escalated by the remote Service Desk.
• Troubleshoot end-user applications using approved knowledge articles and standard operating procedures.
• Document work, actions, and resolution notes in the AHEAD ITSM platform.
• Escalate infrastructure, security, network, application, hardware-repair, and vendor issues to the appropriate resolver group.
• Coordinate with the remote Service Desk, infrastructure, Microsoft 365/Intune, network, security, and application teams.
• Support Windows and Mac endpoints within the approved environment.
Environment in scope
• Mayo Collaborative Services / NewCo managed-services environment.
• Client-issued Windows and Mac endpoints.
• Microsoft Active Directory and Microsoft Entra ID.
• Microsoft 365 tenant-level services, including Teams, SharePoint, OneDrive, Exchange, and Intune.
• VPN and VDI access.
• Standard office peripherals, docking stations, monitors, printers, and scanners.
• Network and endpoint services supported by the broader managed-infrastructure team.
Main applications and platforms
The SOW does not provide a definitive list of business applications for the onsite role. The named Microsoft platforms are:
• Microsoft 365
• Microsoft Teams
• SharePoint Online
• OneDrive
• Exchange Online
• Microsoft Intune
• Microsoft Entra ID
• Okta and Duo MFA, where applicable
Recommended qualifications
These are recommended hiring qualifications:
• Three or more years of desktop or EUC support experience.
• Strong Windows 10/11 troubleshooting experience; Mac support experience preferred.
• Experience with Microsoft Active Directory, Entra ID, Intune, Microsoft 365, VPN, and VDI.
• Practical troubleshooting of laptops, desktops, docking stations, displays, printers, scanners, and Wi-Fi.
• Experience working in an ITSM/ticketing platform and following knowledge-centered support procedures.
• Ability to work onsite in a healthcare/laboratory environment and follow security, access, privacy, and change-control requirements.
• Strong escalation, documentation, and customer-service skills.
