Senior IT Service Delivery Support Specialist

Heath Consultants, Inc.•Houston, TX

3d•$70,000 - $80,000•Onsite

About The Position

Heath Consultants Incorporated, a leader in services and equipment for the natural gas and utility industries since 1933, is seeking a Senior IT Service Delivery Support Specialist to join their IT team. This role is crucial for stabilizing and maturing the IT support environment by combining advanced technical support, service ownership, and mentorship. The specialist will operate under ITIL/ITSM best practices to ensure consistent service quality, lead by example, and contribute to service improvement efforts. The position requires advanced System Administration tasks and Tier 2/3 support across Microsoft 365, Intune, Jamf, and Meraki environments, including managing user accounts, licensing, SharePoint sites, and escalated service desk issues, while also contributing to enterprise-wide ITSM initiatives. Candidates must be local to the Houston, TX area (near Hobby Airport) for interviews and the work environment.

Requirements

5–7 years of progressive IT support or service desk experience
Deep familiarity with: Windows OS, macOS, and Microsoft 365
Deep familiarity with: Active Directory (user management, group policies, permissions)
Deep familiarity with: Endpoint management and imaging tools
Deep familiarity with: Remote support tools (RDP, TeamViewer, Desktop Central, etc.)
Deep familiarity with: Ticketing systems (Freshservice, ServiceNow, Jira, etc.)
Experience supporting mobile device management (iOS/Android) and basic network troubleshooting
Administer and maintain Microsoft 365 services including: User provisioning and deprovisioning
Administer and maintain Microsoft 365 services including: Shared mailbox and distribution group management
Administer and maintain Microsoft 365 services including: License assignment and auditing
Administer and maintain Microsoft 365 services including: SharePoint site creation, permissions, and lifecycle management
Manage Intune for device compliance, app deployment, and conditional access policies
Administer Jamf Pro for macOS device enrollment, configuration, and patching
Support Meraki network infrastructure with basic troubleshooting and monitoring
Comfortable with software installs, patching, and inventory compliance practices
Strong written and verbal communication skills for both technical and non-technical users
Ability to manage time, prioritize tasks, and lead small initiatives without supervision
Strong interpersonal skills; able to diffuse tense situations and provide calm, professional support
Committed to service excellence and team development
Candidates MUST be local to the Houston, TX area (Near Hobby Airport) for the interview process and work environment.

Nice To Haves

ITIL Foundation certification strongly preferred
A+, Network+, Microsoft certifications are a plus

Responsibilities

Administer user accounts, groups, and permissions in Active Directory and Microsoft 365.
Manage device enrollment and compliance policies in Intune and Jamf for Windows and macOS endpoints.
Perform basic troubleshooting and monitoring of Meraki network devices.
Support and maintain SharePoint sites, shared mailboxes, and license assignments.
Apply patches and updates to servers and endpoints, validating changes in staging before rollout.
Enroll, configure, and manage mobile devices (iOS, Android, Windows, macOS) using Microsoft Intune.
Monitor device compliance and remediate non-compliant devices.
Apply security policies, conditional access, and remote wipe/lock as needed.
Package, test, and deploy applications and updates to endpoints via Intune.
Troubleshoot failed deployments and resolve application compatibility issues.
Maintain a catalog of approved software and update deployment schedules.
Configure and manage Windows Autopilot profiles for zero-touch provisioning.
Coordinate device registration, profile assignment, and deployment for new hardware.
Troubleshoot Autopilot provisioning errors and ensure smooth onboarding for end users.
Implement and manage Microsoft LAPS for secure local admin password rotation.
Monitor LAPS compliance and audit password access requests.
Provide support for LAPS-related incidents and documentation.
Generate and review compliance, deployment, and inventory reports from Intune.
Analyze trends in device health, patch status, and security posture.
Resolve escalated issues related to device enrollment, policy application, and software deployment.
Collaborate with Tier 1 support and engineering teams for root cause analysis.
Respond to and resolve Tier 2 service desk tickets, including escalated incidents and service requests.
Troubleshoot issues across Windows, macOS, and mobile platforms.
Collaborate with Tier 1 and Tier 3 teams to resolve complex technical problems.
Document solutions and update the internal knowledge base.
Monitor system health, performance, and capacity using dashboards and analytics tools.
Track and report on KPIs such as availability, SLA compliance, and backup success rates.
Generate weekly/monthly reports on system status and incident trends.
Act as an escalation point for service desk issues related to cloud and systems.
Document infrastructure, SOPs, system diagrams, and operational processes.
Provide training and knowledge transfer to junior staff and service desk agents.
Participate in change management and problem management workflows.
Support asset lifecycle tracking and compliance initiatives.
Assist with onboarding new tools and integrations (e.g., HRIS, CRM, monitoring tools).
Maintain accurate documentation of systems, processes, and resolutions.