Service Desk Engineer III (Hybrid - Raleigh)

Allbridge•Raleigh, NC

11d•Hybrid

About The Position

The Service Desk Engineer is the primary point of technical support for all Allbridge employees, delivering responsive, high-quality assistance for endpoint, identity, and application issues. This role operates within a modern, cloud-first environment built on Microsoft 365, Entra ID, Intune, and ManageEngine EndPoint Central — with no on-premises Active Directory or file server dependency. The Service Desk Engineer manages the full employee technology lifecycle: device provisioning, account management, software deployment, and access governance. This role reports directly to the IT Infrastructure Manager and collaborates closely with the IT Cloud Administrator on escalated or infrastructure-level issues.

Requirements

3–5 years of IT support or system administration experience in a corporate environment.
Demonstrated proficiency with Microsoft 365 administration (Exchange Online, Teams, SharePoint, OneDrive).
Hands-on experience with Entra ID: user lifecycle management, Conditional Access, MFA, and group-based access.
Experience with Microsoft Intune for device enrollment, compliance policies, and configuration profiles.
Proficiency with PowerShell for M365 and Entra ID administration tasks.
Experience with an endpoint management platform — ManageEngine EndPoint Central strongly preferred; SCCM/MECM or comparable accepted.
Solid Windows 10/11 troubleshooting skills; familiarity with Windows Server fundamentals.
Familiarity with SOC 2 endpoint control requirements: patch management, encryption, EDR, access governance.
Strong customer service orientation with clear, professional communication skills.
Must be authorized to work in the United States without sponsorship.

Nice To Haves

Bachelor's degree in Computer Science, Information Technology, or a related field preferred; equivalent experience considered.
Microsoft certifications (MS-900, MD-102, MS-102, or equivalent).
CompTIA A+, Network+, Security+, or HDI Support Center Analyst certification.
Experience supporting a fully cloud-managed endpoint fleet with no on-premises Active Directory.
Familiarity with Autopilot zero-touch provisioning workflows.
Hospitality or high-density property IT environment experience.

Responsibilities

Serve as the primary Tier 1/Tier 2 support contact for all employees — onsite (Raleigh, NC) and remote — covering hardware, software, M365 applications, and network access.
Triage, document, and resolve IT support tickets with a focus on fast resolution and high user satisfaction; escalate to the IT Infrastructure Manager or Cloud Administrator when appropriate.
Troubleshoot issues with Windows 11 endpoints, Microsoft 365 (Outlook, Teams, SharePoint, OneDrive), Entra ID authentication (MFA, SSPR, Conditional Access), and Intune-managed devices.
Support macOS, iOS, and Android devices enrolled in Intune as applicable.
Act as an escalation resource for field operations and customer service departments when internal tooling issues arise.
Administer ManageEngine EndPoint Central for device enrollment, software deployment, OS patching, remote control, and asset inventory.
Manage Intune device compliance policies, configuration profiles, and Autopilot provisioning for Windows and mobile devices.
Maintain the software deployment catalog; ensure applications are current and properly licensed; automate routine deployments via EndPoint Central policies.
Maintain patch compliance across all managed endpoints in alignment with SOC 2 Type II patch management controls.
Manage hardware asset lifecycle: procurement tracking, imaging, deployment, refresh scheduling, and secure disposal.
Administer Entra ID user and group lifecycle: onboarding, offboarding, role assignments, and access reviews using PowerShell and the M365 Admin Center.
Enforce MFA, Conditional Access, and password policies per SOC 2 and Allbridge security standards.
Manage M365 license assignments, shared mailboxes, distribution groups, Teams provisioning, and SharePoint site access.
Support Privileged Identity Management (PIM) and Just-in-Time access practices as applicable.
Provide operational support for the six remaining Windows servers at the Raleigh, NC site during their active-directory-joined sunset lifecycle.
Coordinate with the IT Infrastructure Manager on migration timelines and workloads as legacy servers are decommissioned.
Enforce SOC 2 Type II endpoint controls: BitLocker encryption, endpoint detection and response (EDR) tooling, USB control policies, and screen lock standards.
Participate in access certification reviews and user access audits as required by the compliance program.
Conduct new-hire security awareness onboarding for IT policies; maintain and improve related documentation.
Report potential security events or policy violations to the IT Infrastructure Manager promptly.
Develop and maintain PowerShell scripts to automate repetitive tasks: user provisioning, license assignment, group membership, and device reporting.
Author and maintain IT knowledge base articles, SOPs, and user-facing how-to guides to drive self-service adoption.
Identify process improvement opportunities and propose solutions to the IT Infrastructure Manager.
Assist with structured cabling and office network equipment at the Raleigh site as needed.
Remain flexible for occasional travel to support office or project needs.
Perform other duties as assigned.