Group Service Representative administering group insurance plans and serving Desjardins members and clients. Managing large employer groups, client relationships, plan changes, and personalized insurance solutions.
About the role
- Senior IT service desk administrator supporting Net Health’s healthcare SaaS workforce. Managing endpoints, Microsoft 365, identity, automation, security, and enterprise AI platforms remotely.
Responsibilities
- Serve as the senior escalation point for complex, ambiguous, and high-visibility Service Desk issues
- Drive end-to-end resolution of hardware, operating system, application, network, and access issues for a fully remote workforce
- Determine root cause and drive permanent fixes through automation, policy, configuration, or documentation
- Partner with Platform Engineering, Security, and application teams on cross-team issues
- Maintain accurate ticket records for trend analysis, audit evidence, and handoffs
- Administer Microsoft Intune configuration profiles, compliance policies, application packaging and deployment, and Windows Autopilot provisioning
- Administer macOS devices through Intune and maintain Windows/macOS parity
- Administer endpoint patching, including update rings, deployment schedules, exceptions, and failed-device remediation
- Track and remediate endpoint vulnerabilities and report patch compliance
- Manage endpoint security tooling, including antivirus, EDR, disk encryption, and device health attestation
- Coordinate hardware lifecycle and asset management, including procurement, imaging, deployment, refresh planning, inventory, and secure decommissioning
- Administer Microsoft 365 across Exchange Online, Teams, SharePoint, and OneDrive
- Execute employee onboarding and offboarding, including account creation, deactivation, and access provisioning/revocation
- Monitor platform license consumption and identify right-sizing opportunities
- Administer the enterprise AI platform, including user provisioning and seat allocations
- Enable employees adopting AI tooling through onboarding sessions, documentation, and day-to-day guidance
- Support Service Desk Representatives I and II through knowledge sharing and troubleshooting guidance
- Maintain the knowledge base for supported platforms
- Build and maintain PowerShell and Microsoft Graph scripting and automation
- Analyze ticket trends and propose improvements to self-service, deflection, and first-contact resolution
- Follow and help evidence HITRUST and SOC 2 controls, including access reviews, change documentation, and audit requests
Requirements
- High School diploma or GED required
- Technical degree or certification preferred
- Typically 3 to 5 years of related IT support experience with escalation-level responsibility
- Hands-on Microsoft Intune administration, including policy authoring, application deployment, and Autopilot provisioning
- Hands-on Microsoft 365 and Entra ID administration, including identity lifecycle, group and license management, and MFA
- Experience supporting a patching or endpoint compliance program
- Scripting and automation ability with PowerShell and Microsoft Graph
- Expert-level Windows troubleshooting
- Hands-on macOS administration in an MDM environment
- Working MDM knowledge
- Solid networking fundamentals, including DNS, DHCP, VPN, and Wi-Fi
- Clear written and verbal communication and ability to work directly with senior leadership
- Sound independent judgment regarding risk, urgency, and escalation
- Experience supporting a regulated or healthcare environment strongly preferred
- Familiarity with HITRUST, SOC 2, or HIPAA control expectations strongly preferred
- Enterprise AI or emerging technology platform administration is a plus
- Required software experience with Windows 11, Microsoft 365, Exchange Online, Teams, SharePoint, OneDrive, Microsoft Intune, Windows Autopilot, Microsoft Entra ID, conditional access, MFA, PowerShell, Microsoft Graph, endpoint security, patch management, asset management, enterprise service management, ticketing platforms, enterprise AI platforms, and SSO-integrated SaaS applications
Benefits
- Work-from-anywhere environment
- Unlimited PTO
- Comprehensive benefits package
- Employee resource groups
- Casual dress code
- Prioritized employee wellness
- Diversity and inclusion initiatives
- A Voice program
- New hire support
- Career development
- Educational assistance
- Employee referral bonus
- Progressive parental leave
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