Enterprise IT Operations & Service Desk Engineer III

It's fun to work in a company where people truly BELIEVE in what they're doing!
We're committed to bringing passion and customer focus to the business.
POSITION SUMMARY:
The Enterprise IT Operations & Service Desk Engineer III is a technical operations role responsible for resolving advanced support issues, administering enterprise platforms, supporting security and compliance initiatives, and serving as the highest internal escalation point for the Enterprise IT Operations & Service Desk (EOS) function. This position operates across service desk operations, systems administration, endpoint management, networking, cloud services, security, and governance while helping drive operational excellence throughout the organization.
KEY RESPONSIBILITIES:
Enterprise IT Operations
Act as the Tier III escalation point for complex technical issues and major incidents.
Own advanced troubleshooting across applications, endpoints, infrastructure, identity services, and networking.
Perform root cause analysis on recurring issues and drive permanent corrective actions.
Maintain and improve ticketing processes, service delivery standards, documentation, and knowledge base content.
Partner with Tier I and Tier II staff to mentor, train, and improve technical capabilities.
Participate in the required on-call rotation and support after-hours incident response or escalations as needed.
Perform other related duties, projects, or operational support activities as required to meet business needs.
Microsoft 365 & Identity Management
Administer Microsoft 365 services, including Exchange Online, Teams, SharePoint, OneDrive, and Intune.
Manage Entra ID, Conditional Access, MFA, SSO, identity lifecycle, and access governance.
Support endpoint management and device compliance across Windows and macOS environments.
Configure and troubleshoot security, collaboration, and productivity platforms.
Security, Governance & Compliance
Support security programs aligned with SOC 2, ISO 27001, NIST, or equivalent frameworks.
Participate in audits, access reviews, change management processes, and evidence collection.
Assist with security investigations and remediation efforts.
Support asset management, least privilege access controls, and governance initiatives.
Work closely with internal and external security providers.
Endpoint & Infrastructure Administration
Administer Windows and macOS environments.
Manage endpoint tools such as Addigy and Datto RMM.
Support hardware lifecycle management and enterprise endpoint standards.
Troubleshoot advanced device, operating system, and application issues.
Network & Systems Administration
Support enterprise networking.
Assist with infrastructure maintenance, vendor escalations, and connectivity troubleshooting.
Participate in platform upgrades and infrastructure improvement initiatives.
SUPERVISORY RESPONSIBILITY:
This position has no direct reports.
POSITION REQUIREMENTS:
Ability to act independently and make sound technical decisions with minimal supervision.
Strong problem-solving and analytical skills.
Ability to prioritize multiple competing requests and projects in a fast-paced environment.
Commitment to continuous improvement and operational excellence.
Strong customer-first mindset and ability to build trusted relationships across the organization.
Previous experience mentoring junior IT staff or leading technical workstreams.
Experience with Microsoft Intune, Autopilot, Defender, Okta, Jira Service Management, NinjaOne, or similar enterprise management platforms.
REQUIRED EDUCATION AND EXPERIENCE:
Bachelor’s degree in information technology, Computer Science, Information Systems, Business Technology, or a related field; equivalent combination of education and experience may be considered.
5+ years of progressive experience in Information Technology, including service desk, endpoint management, infrastructure support, systems administration, or enterprise operations.
3+ years of experience supporting enterprise systems and business-critical applications within a multi-site environment.
Experience administering Microsoft 365, Entra ID (Azure AD), Active Directory, endpoint management platforms, and collaboration technologies.
Experience troubleshooting and resolving complex technical issues across desktops, laptops, mobile devices, networking, and enterprise applications.
Demonstrated experience leading technical projects, coordinating cross-functional initiatives, or serving as a technical escalation resource.
Experience working within IT Service Management (ITSM) frameworks, including incident, request, change, and problem management processes.
Strong understanding of cybersecurity best practices, identity and access management, endpoint security, and data protection principles.
Experience in creating technical documentation, standard operating procedures, knowledge base articles, and end-user training materials.
Excellent communication, customer service, and stakeholder management skills with the ability to translate technical concepts for non-technical audiences.
OTHER JOB REQUIREMENTS:
• Frequently required to sit, stand, walk, talk, and hear
• Must have a valid driver's license
• Ability to operate a computer keyboard
• Ability to read a variety of materials
• Ability to sit for extended periods of time
• Ability to carry 20 lbs. (computer, etc.)
The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
STATEMENT OF EMPLOYMENT
All employees of VIRA Insight are expected to:
• Act as an ambassador of and in accordance with the company’s Core Values.
• Adherent to the company’s Principles of Business and Conduct.
• Demonstrate good judgment and respect the confidentiality of company and personnel information.
• Deal professionally and courteously with all internal and/or external contacts.
• Seek guidance and direction as necessary in the performance of duties.