About this role
This Contract to permanent Support Technician III role provides advanced hardware and software support, troubleshooting, and end-user IT lifecycle management. You will administer access and endpoint compliance using Active Directory, Microsoft Entra ID, and Microsoft Intune, while managing tickets and SLAs in Jira Service Management.
Key Responsibilities
- Own the employee IT lifecycle and access management
- Provision/deprovision access across Active Directory and Microsoft Entra ID
- Administer endpoint management and device compliance with Microsoft Intune (MDM/MAM)
- Manage support tickets in Jira Service Management (JSM) with SLAs and workflows
- Perform advanced troubleshooting for desktop, network, and application issues (escalation for Tier I/II)
Technical Overview
The job focuses on senior-level desktop and endpoint support, identity and access provisioning, and service management. The environment includes Active Directory, Microsoft Entra ID, Microsoft Intune (MDM/MAM), Jira Service Management (JSM), and LAN/WAN connectivity troubleshooting, plus software deployments and patching.
Ideal Candidate
The ideal candidate is a senior IT Support Technician with strong desktop, network, and application troubleshooting experience and ownership of the full employee IT lifecycle. They have hands-on expertise with Active Directory, Microsoft Entra ID, Microsoft Intune (MDM/MAM), and Jira Service Management (JSM), and can manage ticket queues and SLAs while supporting both onsite and remote employees.
Must-Have Skills
Troubleshooting technical issuesHardware and software supportActive Directory access provisioning and deprovisioningMicrosoft Entra ID access provisioning and deprovisioningMicrosoft Intune (MDM/MAM)Jira Service Management (JSM)Troubleshoot LAN/WAN and connectivity issuesSystem administration tasksincluding account management and endpoint security configurationsService level expectations management
Nice-to-Have Skills
Mentoring junior techniciansLeadership support in absence of the IT Support ManagerPartnering with HRFacilitiesand Security for operations and complianceTrend analysis
Tools & Platforms
Active DirectoryMicrosoft Entra IDMicrosoft IntuneJira Service Management (JSM)Jira Service ManagementMicrosoft Intune (MDM/MAM)
Required Skills
IT Support Technician IIIonboardingoffboardingaccess managementActive DirectoryMicrosoft Entra IDIAMendpoint managementdevice complianceMicrosoft Intune (MDM/MAM)Jira Service Management (JSM)ticket queuesSLAsrequest workflowshardware installationsoftware deploymentspatchingLAN/WAN troubleshootingsystem administrationaccount managementpermissionsendpoint securityemail administrationdistribution groupsbadgingdocumentationend-user training
Hard Skills
Employee IT lifecycle management (onboardingoffboardingrole changes)Access managementAccess provisioning and deprovisioningActive DirectoryMicrosoft Entra IDIdentity and Access Management (IAM)Endpoint managementDevice complianceMicrosoft Intune (MDM/MAM)Jira Service Management (JSM)Ticket queuesService Level Agreements (SLAs)Request workflowsHardware installationSoftware installationEnd-user device troubleshootingDesktop troubleshootingNetwork troubleshootingApplication troubleshootingTier I/II escalationSystem administrationAccount managementPermissions managementEndpoint security configurationTroubleshoot LAN/WANConnectivity troubleshootingRemote and hybrid workforce technologiesDevice provisioningSecure accessConference room A/VMobile devices supportSoftware deploymentsUpdatesPatchingHardware replacementsEmail administrationData governance practicesAccess controlsDistribution groupsPhysical access systemsBadgingFacility access coordinationDocumentation of systems and assetsEnd-user training
Soft Skills
Mentoring junior techniciansLeadership support in absence of the IT Support ManagerProfessional conductCustomer serviceClear communication to end usersStakeholder partnership (HRFacilitiesSecurity)Time managementProcess improvement collaboration
Keywords for Your Resume
Support Technician IIIIT Support Technician IIITier ITier IIescalation pointActive DirectoryMicrosoft Entra IDMicrosoft IntuneMDMMAMJira Service ManagementJSMticket queuesSLAsservice level agreementsservice requeststroubleshootingdesktop supportend-user devicesLANWANconnectivity issuessystem administrationaccount managementpermissionsendpoint securitypatchingsoftware deploymentsend-user trainingJira Service Management (JSM)
Deal Breakers
Hands-on experience with Active Directory and Microsoft Entra ID access provisioning/deprovisioning, Experience with Microsoft Intune (MDM/MAM) for endpoint management and device compliance, Experience managing tickets in Jira Service Management (JSM) with SLAs
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