IT Support Systems Engineer

As a Tier 3 IT Support Specialist, you’ll protect and optimize the systems our teams rely on every day, blending advanced technical skill with purpose-driven impact.

Job Summary

As the highest internal level of technical escalation within COA’s Technology Innovation Services (TIS) team, this role ensures our Microsoft-centered technology ecosystem is secure, modern, and operating at peak performance. You’ll own enterprise systems, solve complex issues, mentor fellow IT professionals, and help shape the processes that keep our mission moving forward.

Your work directly strengthens COA’s ability to deliver trusted services making technology an enabler of dignity, access, and independence for the people we serve.

Key Responsibilities

Enterprise Systems & Microsoft Ecosystem Leadership

• Lead, manage, and administer Microsoft endpoint, identity, and cloud services, including Intune and Autopilot device provisioning, Active Directory and Entra ID, MFA and conditional access, Microsoft 365 tenant administration, SharePoint, Purview compliance and data governance, and Azure cloud infrastructure

ITSM Platform Ownership

• Serve as the primary owner of the Freshservice ITSM platform, including ticket workflows, SLA configuration and reporting, AI-assisted features, asset and inventory management, and continuous optimization

Advanced Technical Support

• Deliver expert-level support and root-cause analysis for complex hardware, software, and systems issues
• Manage IT assets across the full lifecycle including procurement, deployment, maintenance, and retirement

Security, Compliance & Documentation

• Document incidents, develop and refine policies and procedures, and ensure compliance with HIPAA, HITRUST, and COA security protocols

Collaboration & Leadership

• Partner with vendors, manage service escalations, and lead cross-functional IT initiatives
• Mentor Tier 1 and Tier 2 team members, promoting consistency, knowledge sharing, and continuous process improvement

Qualifications

Education & Experience

• Associate degree in Information Technology or equivalent combination of experience and certifications
• Minimum of 5 years of direct technical support experience
• Advanced implementation and administration of Intune, Autopilot, Active Directory / Entra ID, and SharePoint
• Experience with Freshservice, Purview, Office applications, Power BI, SQL, PowerShell, and networking preferred
• Experience in healthcare or other regulated environments preferred

Skills & Abilities

• Expertise in IT support, system administration, troubleshooting, and project management
• Advanced skills across Microsoft technologies including Intune, Autopilot, AD/Entra, and SharePoint
• Proficiency with IT ticketing systems, Windows OS, Microsoft 365, Teams, SharePoint, and security tools
• Strong communication, customer service, documentation, and mentoring skills