IT Helpdesk Technician

York is seeking an IT Helpdesk Technician. The Helpdesk Technician serves as the primary owner of the service desk function, managing the full lifecycle of incoming requests through Jira with a focus on high-autonomy triage and resolution. As a proactive individual contributor, they provide expert-level support to on-site end-users while driving the continuous improvement of our Entra ID and Intune ecosystem. Beyond day-to-day support, they are responsible for identifying process gaps, authoring technical documentation and executing infrastructure projects that enhance departmental efficiency and security

Responsibilities

Manage and optimize the Jira Service Management queue; provide expert-level resolution for complex Tier II/III issues and establish efficient escalation workflows.
Maintain on-site hardware lifecycles (laptops, desktops, peripherals, and conference room tech) and ensure 100% uptime for local office connectivity.
Administer and optimize Microsoft 365, Entra ID, and Intune; manage modern endpoint deployment via AutoPilot and enforce compliance through Conditional Access policies.
Identify repetitive manual tasks and develop PowerShell or automation workflows to eliminate technical debt and increase efficiency.

Author and maintain a comprehensive internal knowledge base, standard operating procedures (SOPs), and asset configuration documentation.
Ensure all endpoints meet security baseline requirements, including patch management, disk encryption, and identity protection.
Provide limited after-hours and weekend operations support for business-critical emergencies.

Required Qualifications

Advanced proficiency in Windows 10/11 and the Microsoft 365 cloud ecosystem.
Proven track record of taking initiative to identify recurring technical patterns and implementing permanent, automated fixes rather than one-off workarounds.
CompTIA Network+, Security+, or Microsoft Role-based certifications (e.g., MD-102: Endpoint Administrator).
Experience managing the full "cradle-to-grave" process for local hardware—from unboxing and AutoPilot provisioning to secure decommissioning.
A self-motivated "operator" mindset with the ability to manage the day-to-day needs of an on-site office independently without direct daily supervision.
Exceptional ability to translate complex technical concepts into clear documentation and user-facing instructions.
Willingness to work full-time in our Greenwood Village, CO office

Preferred Qualifications

Experience using PowerShell or Microsoft Graph to automate user provisioning, deprovisioning, and bulk configuration changes.
Familiarity with NIST, CMMC, or similar cybersecurity compliance standards.
Experience managing iOS devices via Intune or similar MDM platforms