Helpdesk Team Leader for TfL M&E contract ensuring effective support and team management on night shifts. Promoting service standards and continuous improvement in operations.
About the role
- IT Helpdesk Specialist providing advanced, in-person IT support at Cyderes' Kansas City headquarters. Focused on Windows, macOS, endpoint management, and troubleshooting.
Responsibilities
- Provide Tier II/III technical support for Windows and macOS systems.
- Manage endpoints with Kandji and Intune, including security baselines, policies, patching, and compliance.
- Administer Microsoft 365/O365 (Exchange Online, Teams, SharePoint, OneDrive).
- Handle tickets and escalations through FreshService, ensuring quality resolution.
- Manage employee onboarding and offboarding, including account and device provisioning.
- Troubleshoot Meraki networking issues, including switches, firewalls, and wireless.
- Support Okta and Entra ID for identity, account management, MFA, and SSO.
- Perform device patching and updates across managed environments.
- Collaborate with Tier I staff and escalate complex issues to engineering or infrastructure teams as needed.
- Provide support for conference room AV systems, Zoom/Teams meeting setups, and executive presentations.
- Assist in endpoint hardening and security initiatives.
- Document troubleshooting steps and contribute to IT knowledge base.
Requirements
- 3–5 years of IT support experience, including Tier II/III escalations.
- Strong knowledge of Windows 10/11 and macOS.
- Hands-on experience with Kandji and Intune MDM solutions.
- Proficiency with Microsoft 365 administration.
- Familiarity with FreshService or other ITSM platforms.
- Experience supporting Meraki networking.
- Working knowledge of Okta and Entra ID.
- Strong understanding of networking: TCP/IP, DNS, DHCP, VLANs, Wi-Fi.
- Excellent communication and customer service skills.
- Preferred Experience: familiarity with compliance standards (SOC2, ISO, PCI).
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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