End User Service Technician
RPA Infotech Digital Inc.
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Job Details
Skills
- Windows OS
- Microsoft 365
- Outlook
- Teams
- SharePoint
- Active Directory
- Entra ID
Summary
Title: End User Service Technician
Location: New York (3 WFO – Tues, Wed, & Thurs) & (2 WFH – Mon & Fri)
Duration: Long-term
ABOUT THE ROLE
This role serves as the first line of IT support for associates globally, providing timely resolution of technology issues, provisioning hardware for new and existing associates, and ensuring a consistent, high-quality support experience across our office and remote workforce.
RESPONSIBILITIES
- Serve as the first point of contact for IT incidents and service requests; categorize, prioritize, and track tickets to SLA in Jira Service Management; follow process consistently and uphold ticket quality standards on every interaction
- Troubleshoot Wi-Fi/network connectivity issues and diagnose computer performance problems (slow boot, high CPU/RAM, disk health)
- Create and manage user accounts in Adaxes; unlock accounts, reset Windows and macOS passwords, and enroll or reset MFA for new or replacement devices
- Troubleshoot mailbox issues (connectivity, missing mail, send-as permissions, quota errors), manage calendar permissions, and maintain distribution list membership via Microsoft 365 Admin Center
- Install approved software and provide admin elevation for authorized applications, coordinate with the security team on non-standard requests
- Manage the full associate lifecycle — onboarding, offboarding, and access changes — in Adaxes and Active Directory / Entra ID; configure VPN (Cisco AnyConnect / Zscaler) and Delinea privileged access; maintain an accurate offboarding log
- Apply fast, accurate diagnosis — escalate to Tier 2 / Tier 3 when a fix is beyond Tier 1 scope; keep end users informed throughout and document resolution notes and SOPs in the IT knowledge base
Required
- 8+ years of IT helpdesk or desktop support experience
- Experience working in a Microsoft-heavy environment: Windows OS, Microsoft 365 (Outlook, Teams, SharePoint), Entra ID, and Intune
- Familiarity with Microsoft Intune, Windows Autopilot, and Jamf
- Working knowledge of Active Directory, Entra ID, and Microsoft 365 Admin Center
- Experience with Jira Service Management or equivalent ITSM platform
- Strong communication skills and a customer-first approach
- Must be eligible to work in the United States without sponsorship
Preferred
- CompTIA A+ or equivalent certification
- ITIL 4 Foundation certification
- Experience supporting a distributed or remote workforce
- Familiarity with endpoint security tooling (SentinelOne EDR, Rapid7 vulnerability management, Zscaler zero-trust network access)
TOOLS & PLATFORMS
Tool / Platform | How It’s Used in This Role |
Adaxes | User lifecycle automation platform: account creation, provisioning/deprovisioning, password resets, MFA resets, offboarding workflows, delegated permissions, and self-service portal. Centralizes admin tasks with role-based access control and automated compliance reporting. |
Active Directory / Entra ID | Core identity platform for on-premises and cloud user management: account creation, group membership, OU structure, and Conditional Access policy enforcement. |
Microsoft 365 Admin Center | Administer mailboxes, shared mailboxes, distribution lists, calendar permissions, and Microsoft 365 licenses. |
Atlassian Suite (JSM & Confluence) | Jira Service Management (JSM) — primary ITSM platform for ticket intake, categorization, SLA tracking, escalation routing, and resolution documentation. Confluence — IT knowledge base for SOPs, runbooks, and self-service articles. |
TeamViewer | Remote desktop tool for live troubleshooting and support on Windows and macOS endpoints. |
Microsoft Intune | Windows MDM platform for device enrollment, Autopilot provisioning, compliance policy enforcement, and remote wipe. |
Jamf | Apple MDM platform for macOS/iOS device management, software deployment, and configuration profile enforcement. |
Windows Autopilot | Zero-touch Windows provisioning; automates Entra ID join and Intune enrollment at first boot. |
Cisco AnyConnect | VPN client for secure remote connectivity; deployed and configured on endpoints. |
Zscaler | Zero-trust network access (ZTNA) and cloud-based security platform; enforces web filtering, data loss prevention, and secure internet access for all endpoints regardless of location. |
Delinea | Privileged access management tool; used to request just-in-time admin elevation for approved tasks. |
SentinelOne EDR | Endpoint protection and detection; review alerts, assess endpoint health, and escalate active threat events. |
Rapid7 | Vulnerability management; review scan results and track remediation status across the endpoint fleet. |
Key points for the position
- Experience working in a Microsoft-heavy environment: Windows OS, Microsoft 365 (Outlook, Teams, SharePoint), Entra ID, and Intune
- Familiarity with Microsoft Intune, Windows Autopilot, and Jamf
- Working knowledge of Active Directory, Entra ID, and Microsoft 365 Admin Center
- Experience with Jira Service Management or equivalent ITSM platform
- Familiarity with endpoint security tooling (SentinelOne EDR, Rapid7 vulnerability management, Zscaler zero-trust network access)
- Deskside Support
- Adaxes (Not mandate but plus)
- Dice Id: 91173804
- Position Id: 8964370
- Posted 11 hours ago
Company Info
No global movement springs from individuals; it takes an entire team to achieve something big.
Together at RPAi, we work hard, encourage each other, brainstorm non-stop and laugh a lot. We are a team of technology tinkerers, product enthusiasts and creative designers. We apply an extraordinary breadth and depth of experience to our work. Join us to revolutionise the way businesses are managed.
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