IT Helpdesk Support Engineer

Centerfield•Boston, MA

8d•$70,000 - $80,000•Hybrid

About The Position

Centerfield Media Holdings is seeking a strategic and hands-on IT Helpdesk Administrator to lead a modern, cloud-first IT operations function in a fast-growing organization. This role is key to ensuring seamless delivery of end-user technology services across Microsoft 365 device management, IT service management, identity and access, and vendor operations. As a site leader in our hybrid-cloud workplace, you will drive operational excellence across the service desk, device provisioning, and lifecycle management, while partnering with engineering and security teams on scalable, secure, and user-centric technology solutions. You will own ITSM platform effectiveness, champion modern endpoint management, and support end users that keep pace with our evolving business needs.

Requirements

Strong proficiency with Windows 10/11 troubleshooting (boot issues, software installation, drivers, Windows Update, PC performance).
Strong knowledge of Microsoft 365 administration at the user and device level (e.g., Intune, Autopilot, Outlook, Teams, OneDrive, SharePoint) and working familiarity with hybrid-domain operation.
Demonstrated ability with PC image management, application deployment, and inventory strategies for Windows 11 environments.
Experience with enterprise endpoint management tools such as Microsoft Intune or Ninja RMM.
Familiarity with Active Directory Group Policy, Entra ID, user/group management, and GPO basics.
Experience supporting campus network systems: Understanding of TCP/IP, DNS, DHCP, VLANs, LAN/WAN, and 802.11 Wi-Fi and VPN configurations.
Working knowledge of cloud-native Identity and Access Management (IAM) software (Okta, OAuth), including MFA and Biometric or USB hardware authentication devices to enhance security.
Experience deploying and troubleshooting Endpoint Security solutions like Microsoft Defender, Sentinel One, Sophos Central, or CrowdStrike.
Patch management, vulnerability remediation actions, and asset management processes.
Strong understanding and hands-on experience with IT Service Management (ITSM) frameworks, including service desk ticketing processes (e.g., JIRA Service Management, ZenDesk, ServiceNow).
Proven success implementing and escalating ITIL processes such as Incident, Change, Request, and Asset Management.
Experience overseeing Configuration Management Database (CMDB) accuracy and integration with IT operations.
Ability to maintain service level agreements (SLAs), key performance indicators (KPIs), and continual service improvement (CSI) metrics.
Experience with IT Security and organization compliance, such as HIPAA and PCI standards.
Skilled in assisting vendor relationships, site visits, and service level expectations.
Proven ability to build collaborative partnerships with cross-functional teams including cloud infrastructure, cybersecurity, and application support.
Exceptional organizational and communication skills with a focus on delivering high-quality service to end users.
Bachelor’s degree in information technology, computer science, or a related field
3-5 years of experience in IT operations, helpdesk, or technical support role, with a proven track record of managing end-user compute, identity, and access management.
Ability to coordinate with compliance, legal, and cybersecurity stakeholders to ensure operational practices align with regulatory obligations and audit readiness.

Nice To Haves

Preferred experience supporting MacOS environments.
Hands-on experience with Fortinet and Cisco network infrastructure desired.
Preferred experience supporting an endpoint environment with a zero-trust SASE platform or cloud-native secure web gateway, such as Zscaler ZIA, Palo Alto Prisma Access, or Netskope One.
Understanding of Azure Virtual Desktop, Citrix, or VMware Horizon as it relates to remote application deployment and support.
(Preferred) Experience supporting IT operations in a healthcare or regulated environment, with working knowledge of HIPAA compliance requirements and the protection of PII.
CompTIA A+/Network+, Security+, Azure Foundations; Microsoft 365 Certified: Modern Desktop Administrator Associate or equivalent highly preferred.
PMP or formal project management training is a strong plus.

Responsibilities

Serve as the primary point of contact for local users and are responsible for understanding their needs, preferences, and challenges.
Responsible for seeing projects through and communicating deliverable status with the entire team.
Drive the local service desk function to provide exceptional technical support and customer care. Ensure timely resolution of incidents and service requests and continuously improve service desk processes.
Oversee identity and access management processes, ensuring secure and efficient provisioning, deprovisioning, and access control for employees, contractors, and partners. Collaborate with cybersecurity teams to enforce access policies and maintain data integrity.
Manage the procurement, lifecycle, and disposal of IT assets. Ensure accurate asset tracking, compliance with procurement policies, and cost-effective asset management. Align IT end-user computing infrastructure standards and asset lifecycle services with current and future business needs. Own Hardware and software license compliance and provisioning processes are managed and cost-optimized.
Continuous improvement of ITIL processes, including incident management, problem management, change management, configuration management, and release management. Ensure the effective use of the Configuration Management Database (CMDB) to maintain accurate and up-to-date information about the IT environment. Ensure adherence to ITIL best practices to achieve operational excellence.
Oversee server room operations, network closets, conference rooms, A/V equipment, printers, time clocks, & end-user PC image engineering. Ensure compatibility, security, and performance of end-user devices. Own the PC deployment and configuration process.
Own and manage processes & technology provisioning of end users, including access management and device assignments.
Oversee vendor relationships, ensuring high-quality service delivery and support. Evaluate vendor performance and address any issues or concerns promptly. Manage IT contracts and renewals, ensuring compliance with terms and conditions. Negotiate with vendors to secure favorable terms and maintain strong vendor relationships.
Develop and maintain business relationship and alignment decks/content to ensure IT services are aligned with business objectives. Create and present regular reports on service delivery performance, including metrics and KPIs, to stakeholders. Identify areas for improvement and implement initiatives to enhance service delivery and customer satisfaction.
Other duties as assigned

Benefits

Competitive salary + semi-annual bonus
Unlimited PTO
Industry-leading medical, dental, and vision plans + generous parental leave
401(k) company match plan – fully vested on day 1
Monthly happy hours, catered lunches + daily food trucks
Award-winning culture & unprecedented team spirit (featured in LA Business Journal & Built In LA)
Fully stocked kitchens with snacks & drinks
Paid charity and volunteer days (local mentor programs, adopt a pet, beach cleanup, etc.)
Monthly team outings (ball games, casino night, hikes, etc.)
Career growth – we enjoy promoting from within!