Senior IT Support Specialist

HISTOSONICS INC•Ann Arbor, MI

4h•$100,000 - $115,000•Hybrid

About The Position

The Senior IT Support Specialist is a member of a larger, multi-site IT team that supports HistoSonics as a whole. This is a hybrid position based out of the Ann Arbor, MI office, with regular onsite presence required at the location. In addition to providing advanced support company-wide, the Senior IT Support Specialist administers the organization's endpoint management platforms including designing and maintaining zero-touch deployment workflows, implementing enterprise-wide patching policies, and identifying opportunities to automate manual processes. The role serves as an escalation point for complex technical issues, and partners with adjacent technology teams to deliver a consistent and reliable level of service.

Requirements

Associate’s degree in Information Technology or related field, or equivalent experience.
5+ years of experience in IT support roles.
Advanced administrative experience with Microsoft 365, Entra ID, Windows OS, MacOS.
Advanced MDM administration experience including the configuration and maintenance of JAMF and Intune environments.
Experience setting up “zero-touch deployments” for both Windows and Mac environments.
Experience implementing and executing enterprise-wide patching policies and procedures.
Previous experience with a remote management tool (GoToResolve, Connectwise, etc).
Past experience working with and making changes within an environment that is compliant with ISO 27001 and SOC 2 standards.
Experience troubleshooting and training users with Microsoft Office suite, Microsoft Teams, SharePoint, and OneDrive.
Willingness to learn industry/department specific applications to assist in troubleshooting.
Advanced level of knowledge of PC hardware, Mac Hardware, and AV/conferencing systems.
Ability to troubleshoot hardware and software issues effectively.
Ability to occasionally lift or move equipment weighing up to 50 pounds, with or without reasonable accommodation.
A history of automating manual processes within an IT department.
Strong problem-solving and troubleshooting skills.
Excellent communication and interpersonal skills.
Ability to prioritize tasks and manage time effectively.
People-oriented with a commitment to providing excellent service.
Ability to work independently and as part of a team.

Nice To Haves

Experience in a regulated industry such as healthcare or manufacturing.
Knowledge of scripting via PowerShell, Python, or similar.
Relevant industry certifications are a plus.

Responsibilities

Provide hands-on support for hardware, software, and networking issues at the Ann Arbor, MI office.
Provide advanced helpdesk support to employees over phone, email or remote administrative tools.
Respond to and resolve helpdesk tickets, ensuring prompt service delivery and resolution.
Install, configure, and maintain SaaS subscriptions, computer systems, printers, and other peripherals.
Manage all endpoints via central MDM systems for both Mac and Windows.
Serve as control owner for assigned IT controls and provide evidence as required for internal and external audits.
Own the inventory lifecycle for all company-provided IT hardware, maintaining accurate asset records from procurement through deployment, refresh, and retirement.
Evaluate, recommend, and implement SaaS and other technical solutions to address business needs, including assessment of functionality, security posture, integration requirements, and licensing costs.
Participate in an on-call rotation for critical after-hours support.
Provide offsite technical support for offsite events as needed.
Perform routine maintenance and updates to ensure optimal system performance.
Define and execute general and security patching schedules for operating systems, browsers, and third-party software.
Ensure all IT-supported endpoints and SaaS configurations adhere to organizational IT policies and security standards.
Provide exceptional support and training, maintaining a user-first approach.
Communicate effectively with employees to explain technical issues and solutions.
Act as an onsite point of contact for IT-related needs.
Document all support interactions and resolutions within the IT ticketing system.
Serve as an escalation point for major incidents as well as recurring issues.