Senior Technical Support Specialist

Juvare • Atlanta, GA

3d • Hybrid

About The Position

Juvare is hiring a Senior Technical Support Specialist to own end-user computing across the company. This is a senior individual-contributor role, not a tier-1 helpdesk position. You will be the escalation point and set the standard for endpoint engineering and lifecycle management and will partner with other teams around the company to deliver a fast, compliant, and low-friction computing experience for every Juvare employee. The right candidate thinks like a sysadmin and operates like an engineer: automating what can be automated, documenting what can't, and removing recurring issues at the root cause rather than absorbing them as repetitive tickets. Candidates whose careers have been driven primarily by ticket-count or first-call-resolution metrics, without evidence of systemic improvements, are not the right fit.

Requirements

• 6+ years in end-user IT support, with at least 2 years at a senior or lead level ideally in a regulated industry (healthcare, financial services, government, defense, or similar).
• 2+ years of administrator level experience with Microsoft Intune and Kandji (experience with JAMF or similar MDM platforms may be substituted).
• Strong aptitude with Powershell, ZSH/BASH, CMD, or other system native languages.
• Strong AI fluency with the ability to use chatbots and agents to improve work productivity.
• Working fluency with EntraID and Active Directory: device join modes, conditional access policy, group-based licensing, and sign-in log analysis and triage.
• Operational fluency in Jira Service Management and Confluence with experience in SLA management, queue ownership, request type and workflow design, automation rules, and trend reporting. ScriptRunner or Forge experience a plus.
• Working knowledge of ISO 27001, SOC 2 Type 2, and other established baselines as they apply to endpoints.
• Strong written documentation discipline.
• English fluency for global collaboration.
• Experience supporting a software-engineering workforce: developer tooling, elevated-privilege models, dev VM and container workflows, and IDE troubleshooting.

Responsibilities

• Endpoint engineering. Perform Windows and macOS imaging and zero-touch provisioning (Windows Autopilot, Apple Business Manager + Kandji for macOS), MDM policy authorship in Intune and Kandji, application packaging and deployment, OS and third-party patching, and hardening baselines (CIS or equivalent).
• Onboarding and offboarding. End-to-end orchestration from HR onboarding to equipment delivery and recovery. Drive down time-to-productivity for new hires, ensure compliance with data destruction, and oversee hardware disposal/recycling.
• Endpoint security. Receive and action requests to remediate endpoint vulnerabilities and weaknesses from Infosec.
• Lifecycle and asset management. Manage endpoint refresh cycles, inventory accuracy, and MSP coordination.
• Conferencing and executive support. Teams Rooms ownership, all-hands and town-hall AV mechanisms, and white-glove support for executive staff.
• Compliance evidence. Assist with producing in-scope compliance for SOC 2 and ISO audits: encryption status, patch posture, asset inventory, privileged access reviews, etc.
• Tier 2/3 escalation. Serve as a point of escalation for Tier 1 Specialists. Implement policies, runbooks, and automations to improve efficiency and reduce time to resolution.
• Mentorship and SOPs. Coach junior team members, document policies & SOPs, and run postmortems on recurring issues so they stop recurring.

What This Job Offers

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