Enterprise Technology Services Specialist

Ridgeline•New York, NY

2d•$87,000 - $102,500•Onsite

About The Position

As an Enterprise Technology Services Specialist on Ridgeline’s IT team, you’ll deliver reliable, secure, and user-centered technology services while independently resolving complex support issues and improving the systems and processes behind them. You’ll manage corporate accounts and endpoints, strengthen access controls and endpoint security in partnership with Security, and build practical automations that reduce manual work, minimize downtime, and help IT operations scale. Working with cutting-edge technologies and approved AI tools, you’ll use AI-assisted troubleshooting, log analysis, knowledge-base drafting, and script generation to increase efficiency while carefully validating outputs for accuracy, security, privacy, and maintainability.

Requirements

3–5 years of experience owning IT operations, service desk, or endpoint management work with a demonstrated ability to resolve issues independently
Hands-on experience administering macOS and Jamf and managing Google Workspace users, groups, licenses, and security settings
Working knowledge of identity and access management concepts including SSO, MFA, least privilege, RBAC, audit logging, and joiner, mover, and leaver processes
Demonstrated experience using AI in a support environment for activities such as ticket triage, troubleshooting, documentation, or script authoring, paired with the judgment to identify inaccurate or unsafe outputs
Practical automation skills spanning scripting, APIs, webhooks, JSON, authentication, integration debugging, testing, deployment, and ongoing monitoring
Strong root-cause analysis and problem-solving skills across endpoints, identity, and business applications
ITSM fluency and sound judgment when handling credentials, access requests, security issues, and employee data
Ability to communicate technical issues, risks, and tradeoffs clearly and proactively to technical and non-technical partners
Willingness to learn about cutting-edge technologies while continuously building expertise in enterprise technology, security, automation, and AI-assisted workflows

Nice To Haves

Experience with Okta Workflows, Jamf Pro, Jira Service Management, Jira Automation, Confluence, Microsoft 365, Intune, or Zoom Rooms
Experience with low-code or agentic automation platforms
Okta, Jamf, CompTIA, or other relevant IT certifications

Responsibilities

Provide advanced IT service management support and independently resolve complex Tier 1 and Tier 2 issues across software, licensing, endpoints, identity, and employee technology
Act as an escalation point for issues requiring deeper investigation, including first-line handling of information security detection and response escalations
Lead onboarding, offboarding, and account lifecycle execution across Google Workspace, Slack, Zoom, Box, Atlassian, and Microsoft, including automations supporting access modifications
Deploy, configure, maintain, and recover corporate Macs through Jamf while supporting CrowdStrike and Cloudflare Zero Trust and maintaining strong fleet compliance
Build and own automations for high-volume manual workflows using Jira Automation, Okta Workflows, REST APIs, webhooks, and Python, Bash, or JavaScript from problem definition through testing, rollout, documentation, and monitoring
Apply approved AI tools to ticket triage, troubleshooting, log analysis, knowledge-base development, and script generation while validating outputs for accuracy, security, privacy, and maintainability
Transform recurring support issues into automations and employee-facing self-service resources that improve productivity and reduce support volume
Monitor service queues against team SLOs, identify emerging issues and patterns, and communicate risks and potential solutions early
Manage inventory purchasing for your area and contribute to security awareness and operational resilience efforts
Mentor junior teammates through pairing, walkthroughs, and documentation, including practical and responsible adoption of AI-assisted workflows
Support Zoom Rooms, AV, and office network issues in partnership with Infrastructure and collaborate with Security on endpoint configuration, access reviews, and remediation
Contribute to a collaborative environment rooted in ownership, learning, teaching, transparency, and continuous improvement