Service Desk Specialist III

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Requirements:

• 6+ years of IT Specialist experience/systems administration.
• Robust knowledge or certifications in Google Admin, OKTA, JAMF Pro, JAMF Radar, AWS Workspace, and Intune.
• Deep understanding and demonstrable knowledge of Intune administration.
• Good understanding and experience with Enterprise Security Protocols.
• Excellent ability to differentiate between user intent vs. user requests.
• Excellent verbal, written, and interpersonal communication skills, interfacing effectively with stakeholders of all levels of seniority.
• Deeply diligent documentation of work, solutions, and knowledge articles to proliferate knowledge across a geographically dispersed team.
• Experience working with Windows and Mac ecosystems (primarily Mac).
• Knowledge of networking such as patching ports, VPN, DHCP, DNS, and TCP/IP.
• Ability to convey technical procedures and train non-technical users, including Microsoft Office, Google Workspace, Windows, Mac.
• Ability to be self-sufficient when it comes to troubleshooting technical issues
• Demonstrated ability to run highly complicated projects to successful completion.
• Willingness to participate in paid on-call duty approximately every 6-8 weeks, in alignment with our "You Build It, You Run It" philosophy.
• A strong sense of quality, personal responsibility, and a passion for development.

Responsibilities:

• Be a subject matter expert on Intune and assist with administering the Intune environment.
• Consult on automation and self-service solutions for the entire LivePerson organization.
• Primary point of contact for technical support issues related to networking, desktop, hardware, and software.
• Provide weekly status reports for major projects, individual tasks, and contribute to team meetings.
• Assist in the planning and implementation for the build-out of new office space and future infrastructural improvements.
• Act as an escalation point for junior IT Specialists and raise the performance bar across the team through coaching and educating junior people.
• Identify opportunities for automation in our IT processes and work with our internal development team to implement new solutions to scale our operations via APIs, custom integrations, and workflow automation tools