Cloud & Field Services Technician

Overview:

CP Unlimited is a leading nonprofit organization dedicated to supporting individuals with intellectual and developmental disabilities. With programs spanning residential, clinical, and day services across the New York Metropolitan area, CP Unlimited leverages innovative technology to improve care coordination, operational efficiency, and service delivery for the people it supports.

We are seeking an experienced Field & Cloud Services Technician to join our enterprise technology team. This hybrid role requires three days on-site or traveling and two days remote, supporting locations throughout the New York Metropolitan area and requires frequent travel between sites across the NYC boroughs. The candidate should have reliable transportation (or an equivalent mode of travel) to visit program locations as needed.

This position plays a key role in maintaining the stability, performance, and security of our enterprise systems, cloud services, and end-user environments. The role combines hands-on systems administration with field service leadership, ensuring reliable infrastructure operations, strong user support, and compliance with security and data protection standards.

You will also support ongoing infrastructure modernization initiatives, including workstation upgrades, cloud integrations, and the deployment of new IT solutions that enhance mission-driven operations.  This role will also require rotating on-call schedule, including weekend coverage and incident response. 

Key Responsibilities:

Cloud Desktop & Intune Experience

·        Support cloud-managed Windows devices using Intune (policy deployment, app delivery, compliance settings, and configuration profiles).

·        Troubleshoot Intune enrollment issues, including Autopilot failures, device registration conflicts, or issues.

·        Diagnose policy and configuration issues (Intune errors, failed profile/application deployments, BitLocker/Endpoint Protection settings not applying).

·        Resolve desktop performance and connectivity problems related to M365 services (Teams, OneDrive, Outlook), including sign-in loops, sync failures, and profile corruption.

·        Use Intune,  and Azure/Entra ID portals to review alerts, compliance status and take corrective action on non-compliant or at-risk devices.

·        Support remote software updates and patching (Windows Update for Business, feature updates, quality updates) and troubleshoot failed or partially applied updates.

·        Maintain detailed documentation of device baselines, Intune policies, and troubleshooting runbooks to ensure consistent support and faster resolution.

Field Services & End-User Support

·        Serve as an escalation point for regional field technicians, providing advanced support and remote troubleshooting.

·        Perform onsite installations, imaging, and configuration of desktops, laptops, printers, and network devices.

·        Coordinate field operations for hardware refreshes, system rollouts, and facility expansions.

·        Maintain accurate asset inventory and ensure compliance with configuration management standards.

·        Support video conferencing systems, iPads, mobile device enrollment, and basic network troubleshooting.

Networking Skills

·        Troubleshoot basic Layer 2 and Layer 3 issues, including VLAN assignment, switch port status, gateway/DHCP reachability, and simple routing problems.

·        Diagnose wired connectivity issues such as bad patch cables, wall jacks, switch ports, escalating with vendor required support

·        Assist with wireless connectivity issues, including SSID access problems, weak signal, roaming complaints, and basic Wi-Fi configuration checks.

·        Work with tools such as Cisco Meraki and switch interfaces to verify link status, device connectivity, and simple performance indicators.

·        Collaborate during planned changes, cutovers, and troubleshooting to provide on-site verification, testing, and user validation.

Project Implementation Experience

·        Collaborate with system, network teams, and application teams to support enterprise initiatives

·        Provide technical input and on-site support during maintenance windows, cutovers, and deployments.

·        Assist in creating standard operating procedures (SOPs) and project documentation for new processes.

·        Contribute to the continuous improvement of field operations, workflow automation, and service efficiency.

Training & Documentation

·        Mentor junior technicians and provide guidance on troubleshooting standards and services.

·        Develop and maintain documentation and technical reference guides.

·        Deliver end-user and technical training sessions on new technologies or updates.

Qualifications:

·        Strong interpersonal skills with the ability to communicate clearly and professionally with staff at all levels.

·        Ability to support multiple remote sites while maintaining professionalism, managing priorities, and collaborating effectively across teams

·        Strong problem-solving skills with the ability to adapt, learn new technologies, and maintain excellent documentation and customer service standards.

·        Bachelor’s degree in information technology, Computer Science or a related field or equivalent hands-on experience.

·        Minimum 2 year of experience in IT Field Services or Enterprise Support, with exposure to cloud management platforms such as Intune, JAMF, or AirWatch.

·        Working knowledge of desktop imaging, O365 applications, SharePoint/Teams, and Azure/Entra ID environments.