M365 Systems / Desktop Support Administrator

Lufkin Industries, Inc.•Missouri City, TX

56d

About The Position

M365 Administration: Collaborate with the organization's Help Desk to configure, deploy, and optimize Microsoft 365 services, including Exchange Online, SharePoint, OneDrive, Teams, Intune, and Azure AD. Assist in managing user onboarding/offboarding and compliance policies. Advanced Desktop Support: Provide expert-level troubleshooting for Windows-based desktops, laptops, and peripherals. Manage complex hardware/software issues, system imaging, and endpoint deployments using Intune. Mobile Device Management (MDM) Support: Collaborate with the organization's Help Desk to help administer and support MDM solutions through Microsoft Intune, including supporting policy creation, application deployment, and device compliance enforcement. Assist in configuring and managing device imaging and provisioning using Intune Autopilot for streamlined device setup and deployment. IT Asset Management: Oversee the lifecycle of IT assets, including inventory tracking, deployment, maintenance, and decommissioning. Maintain accurate records of hardware and software assets using asset management tools and ensure compliance with licensing agreements. Help Desk Collaboration: Work closely with the organization's dedicated Help Desk team to ensure seamless escalation and resolution of user issues, providing technical expertise and support for complex tickets while fostering effective communication and collaboration. User Support and Training: Resolve escalated helpdesk tickets, provide hands-on and remote support for on-site staff, and deliver white glove support for executives at the site, ensuring prioritized and tailored technical assistance. Collaborate with the organization's Help Desk to develop training programs for end-users on M365 tools, MDM policies, and desktop applications. Enhanced Network Support: Provide advanced network support for the site, including troubleshooting and maintaining network infrastructure, ensuring optimal performance of LAN/WAN, and resolving issues related to DNS, DHCP, and other network protocols to support seamless connectivity. Audio/Video Conference Support: Manage and support audio/video conferencing systems, including setup, troubleshooting, and maintenance of equipment for on-site and hybrid meetings, ensuring high-quality audio and video experiences for users. Troubleshooting and Escalation Management: Diagnose and resolve complex issues involving M365 integrations, network connectivity, MDM configurations, audio/video systems, and third-party applications, leveraging a strong understanding of network concepts such as DNS and DHCP for effective troubleshooting. Escalate and coordinate with Help Desk, Network Operations Center (NOC), and Security Operations Center (SOC) teams as needed.

Requirements

Experience: 5 years in IT support, with at least 3 years focused on M365 administration, advanced desktop support, and MDM support. Experience in a corporate environment required.
Technical Skills:
Proficient in Microsoft 365 suite (Exchange, Teams, SharePoint, OneDrive).
Advanced knowledge of Windows 10/11, Active Directory, and endpoint management tools (e.g., Intune).
Expertise in Intune MDM, including policy management, application deployment, and Intune Autopilot for device imaging and provisioning.
Experience with IT asset management processes and tools for inventory tracking and lifecycle management.
Experience with ticketing systems (e.g., ServiceNow, Zendesk) and remote support tools (e.g., TeamViewer, NinjaOne).
Understanding of network concepts such as DNS, DHCP, and LAN/WAN troubleshooting for network support.
Experience with audio/video conferencing systems, including setup, troubleshooting, and maintenance (e.g., Microsoft Teams Rooms, Zoom Rooms, or similar).
Soft Skills: Exceptional problem-solving skills and strong verbal and written communication. Customer-service oriented with a commitment to user satisfaction, including executive-level support. Flexibility to support occasional after-hours project work and 10% travel to other sites.

Responsibilities

M365 Administration: Collaborate with the organization's Help Desk to configure, deploy, and optimize Microsoft 365 services, including Exchange Online, SharePoint, OneDrive, Teams, Intune, and Azure AD. Assist in managing user onboarding/offboarding and compliance policies.
Advanced Desktop Support: Provide expert-level troubleshooting for Windows-based desktops, laptops, and peripherals. Manage complex hardware/software issues, system imaging, and endpoint deployments using Intune.
Mobile Device Management (MDM) Support: Collaborate with the organization's Help Desk to help administer and support MDM solutions through Microsoft Intune, including supporting policy creation, application deployment, and device compliance enforcement. Assist in configuring and managing device imaging and provisioning using Intune Autopilot for streamlined device setup and deployment.
IT Asset Management: Oversee the lifecycle of IT assets, including inventory tracking, deployment, maintenance, and decommissioning. Maintain accurate records of hardware and software assets using asset management tools and ensure compliance with licensing agreements.
Help Desk Collaboration: Work closely with the organization's dedicated Help Desk team to ensure seamless escalation and resolution of user issues, providing technical expertise and support for complex tickets while fostering effective communication and collaboration.
User Support and Training: Resolve escalated helpdesk tickets, provide hands-on and remote support for on-site staff, and deliver white glove support for executives at the site, ensuring prioritized and tailored technical assistance. Collaborate with the organization's Help Desk to develop training programs for end-users on M365 tools, MDM policies, and desktop applications.
Enhanced Network Support: Provide advanced network support for the site, including troubleshooting and maintaining network infrastructure, ensuring optimal performance of LAN/WAN, and resolving issues related to DNS, DHCP, and other network protocols to support seamless connectivity.
Audio/Video Conference Support: Manage and support audio/video conferencing systems, including setup, troubleshooting, and maintenance of equipment for on-site and hybrid meetings, ensuring high-quality audio and video experiences for users.
Troubleshooting and Escalation Management: Diagnose and resolve complex issues involving M365 integrations, network connectivity, MDM configurations, audio/video systems, and third-party applications, leveraging a strong understanding of network concepts such as DNS and DHCP for effective troubleshooting. Escalate and coordinate with Help Desk, Network Operations Center (NOC), and Security Operations Center (SOC) teams as needed.

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