IT Support Administrator

Beanfield Technologies Inc. • Toronto, ON

2d • Hybrid

About The Position

The IT Applications & Support Administrator II serves as a mid-level technical specialist bridging day-to-day end user support and enterprise application ownership within the End User Services team. This role is responsible for the administration and lifecycle management of a broad portfolio of business-critical SaaS and enterprise applications spanning productivity, design, legal, Support, Project management, and marketing platforms alongside management of the IT service desk queue and escalated technical support.

The organization currently operates a macOS-first end user environment managed through JAMF Pro, and is actively planning a phased rollout of Windows endpoints. This role is expected to support the current Apple ecosystem while building readiness for a dual-platform environment using Microsoft Intune. The ideal candidate brings working knowledge of scripting and automation (Bash, PowerShell, or Python) to streamline repetitive tasks such as application provisioning, user onboarding/offboarding, and device configuration, with a mindset toward reducing manual overhead as the environment scales.

Reporting directly to the Manager of End User Services, this individual will act as the functional owner of application support processes, coordinating with vendors, managing license renewals, and ensuring SLA-aligned service delivery. Occasional on-call availability is required to respond to urgent application or endpoint issues outside of normal business hours.

Requirements

• Proficiency in JAMF Pro for macOS/iOS fleet management; working knowledge of or willingness to develop Microsoft Intune skills in preparation for a Windows endpoint rollout.
• Demonstrated experience administering a broad SaaS application portfolio (productivity, design, CRM, legal, or marketing tools) including user lifecycle management and license governance.
• Working knowledge of scripting for automation: Bash or Shell scripting for macOS tasks; basic PowerShell for Windows administration. Python is a plus.
• Hands-on experience administering Jira Service Management (queues, workflows, automations, SLA configuration).
• Working knowledge of Azure AD / Entra ID, SSO (SAML/OIDC), and identity lifecycle fundamentals.
• Strong troubleshooting methodology across hardware, OS, networking, and SaaS application layers.
• Candidates must be legally eligible to work in Canada, as we are unable to sponsor employment visas.

Nice To Haves

• Python is a plus.

Responsibilities

• Serve as the functional administrator and primary point of contact for core business applications including Microsoft 365, Google Workspace, Ironclad, Asana, Jira, Confluence, and other approved SaaS tools across productivity, legal, Project Management and Marketing categories.
• Develop deep working knowledge of each platform’s workflow and automation capabilities including Ironclad workflow designer, Jira automation rules, and Confluence space administration, to act as the internal SME for workflow design, configuration, and optimization.
• Own escalations related to workflow design and automation failures across managed applications (e.g. broken Ironclad contract workflows, Jira automation rule failures, Asana workflow issues), diagnosing root cause and implementing fixes or configuration changes.
• Handle customization requests from end users and business teams including building or modifying Jira project configurations, Ironclad workflow templates, Asana project structures, and Confluence page templates etc ensuring changes follow IT governance and change management standards.
• Maintain scripting and automation to extend application capabilities and reduce manual effort including API-based integrations, user provisioning scripts, and license reporting automation (Bash, PowerShell, or Python).
• Manage end-to-end application user lifecycle: provisioning, deprovisioning, role assignments, license allocation, and periodic access reviews.
• Track and optimize software licensing across the portfolio ensuring compliance, identifying unused licenses, and managing renewal timelines.
• Create and maintain application runbooks, workflow documentation, SOPs, and knowledge base articles for both IT staff and end users.
• Package and deploy software applications to Apple devices using JAMF Pro, ensuring compatibility and licensing compliance.
• Administer the JAMF Pro environment as the primary MDM platform for the current macOS and iOS device fleet, ensuring optimal enrollment, policy compliance, and fleet health.
• Support the organization’s planned Windows endpoint rollout by building proficiency in Microsoft Intune, including Autopilot enrollment, configuration profiles, and compliance policies in preparation for a dual-platform environment.
• Create and maintain configuration profiles, policies, and scripts (Bash/Shell for macOS; PowerShell for Windows) for automated device enrollment, security hardening, and software deployment.
• Manage device inventory, asset records, and compliance reporting within MDM platforms.
• Package and deploy applications via JAMF Self Service and, as Windows rollout progresses, Intune Company Portal.
• Proactively monitor MDM server and connector health; troubleshoot enrollment or policy application failures.
• Manage and triage the EUS ticket queue in ServiceNow, ensuring timely resolution, SLA adherence, and accurate categorization of all incoming requests.
• Develop broad and current working knowledge of all end user tools in the organization’s application portfolio including M365, Google Workspace, Ironclad, Asana, Jira, Confluence, and others to effectively diagnose and resolve application-layer issues raised by end users.
• Provide Tier 2 technical support for hardware and software issues across macOS (and Windows as the environment scales), both remotely and in-person, covering endpoint configuration, peripheral connectivity, OS-level issues, and application behaviour.
• Own end user escalations that involve application workflow or configuration challenges, working with the end user to understand the business need, and either resolving directly or coordinating a customization or workflow change through the appropriate application owner process.
• Identify when issues exceed Tier 2 scope and escalate to the IT Infrastructure team or appropriate Tier 3 teams (e.g. network, software, UC, vendor support) with clear documentation of steps taken and findings.
• Assist end users with account setup, password resets, MFA enrollment, and access provisioning; maintain high-quality knowledge base articles and SOPs to reduce repeat tickets.
• Enforce endpoint security policies including FileVault/BitLocker encryption, OS hardening, and firewall configuration across managed devices.
• Conduct periodic device compliance audits and remediate non-compliant endpoints.
• Respond to security alerts from MDM or other tools impacting end user devices or applications.
• Collaborate with the Security team to ensure endpoint and application configurations meet organizational policies and regulatory standards.
• Coordinate with vendors and managed service providers for application support cases, licensing renewals, and contract queries.
• Assist the Manager, EUS with procurement requests for software, peripherals, and end user hardware.
• Maintain asset inventory and refresh cycle tracking for end user devices.

Benefits

• A united, values-driven culture that genuinely cares about people, collaboration, and community.
• Hybrid work model

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed