JOB SUMMARY:
The End User Support Specialist will serve as an advanced technical resource within the End User Support team. The primary focus of this role is Identity Access Management (IAM), including Active Directory, Microsoft (MS) Entra ID (Azure AD), MS O365 licensing, and O365 mailbox administration, etc. In addition, this role will provide remote and onsite Field Service Engineering (FSE) support, including end user hardware and software installation, management, and support. This role is expected to consistently provide high-quality service deliverables and a superior end user experience.
MAJOR ACCOUNTABILITIES / CRITICAL RESPONSIBILITIES:
Primary Responsibilities
Serve as an advanced technical resource and primary escalation point for IAM, and complex end user support issues. Execute IAM lifecycle activities with a strong emphasis on security, compliance, and accuracy.
Serve as the primary escalation point for enterprise account provisioning, modification, and deprovisioning, tasks in alignment with our documented SLA and security baselines
Create, modify, and disable user accounts in Active Directory and Microsoft Entra ID (Azure AD), maintaining secure and auditable identity lifecycle management
Provision and administer MS O365 mailboxes in alignment with business and clinical requirements
Assign, modify, and manage MS O365 licenses and service entitlements to ensure appropriate access while optimizing license utilization
Apply and validate role-based access control (RBAC) and security group membership, enforcing least-privilege access principles
Coordinate provisioning and deprovisioning of associated mailboxes, licenses, devices, and access rights across MS O365 and related enterprise platforms
Troubleshoot and resolve complex issues related to authentication, authorization, mailbox access, licensing, and entitlement conflicts
Ensure compliance with security, privacy, and regulatory standards, including HIPAA and internal data protection requirements
Maintain and enhance automation scripts or workflows (e.g., PowerShell) to streamline provisioning processes and reduce manual error
Participate in periodic access reviews, audits, and compliance activities to validate account integrity and regulatory adherence
Collaborate with infrastructure, security, and application teams to resolve cross-platform identity and access issues and support enterprise initiatives
Analyze service metrics and trends related to provisioning and access requests, recommending process improvements to enhance service quality and efficiency
Ensure consistent adherence to SLAs, ITIL practices, and operational standards while maintaining high levels of customer satisfaction
Act as a senior escalation point for complex hardware, software, and network issues as needed
Provide Tier 2 onsite and remote technical support
Troubleshoot and resolve hardware, software, and peripheral issues involving desktops, laptops, printers, scanners, Workstations on Wheels (WOWs), etc.
Deliver high-touch, white-glove support to physicians, clinicians, executives
Manage incidents and service requests through the ticketing system in accordance with defined SLAs and support workflows
Assist with end-user device deployments, moves, and relocations, with emphasis on proper installation, cabling, and wire management
Perform additional duties and special assignments as directed to support operational and departmental needs
QUALIFICATIONS / REQUIREMENTS:
The ideal candidate will demonstrate a strong commitment to customer service, technical proficiency, and the ability to work effectively in a fast-paced healthcare environment. A proactive attitude, attention to detail, and excellent communication skills are essential, particularly in roles involving identity, access, and account lifecycle management.
EDUCATION & EXPERIENCE:
Bachelor''s degree in information technology, Computer Science, or relatedfield preferred.
2-3 years of hands-on experience in an IT support, service desk, or IAM.
Hands-on experience with user account provisioning, modification, and deprovisioning, including Active Directory and Microsoft Entra ID (Azure AD).
Experience administering MS O365, including license assignment, service entitlement management, and Exchange O365 mailbox provisioning.
Demonstrated experience working with IT ticketing systems and approval-based provisioning workflows to execute onboarding, offboarding, and access change requests accurately and securely.
Advanced knowledge of Windows OS, Active Directory user and group management, Microsoft Entra ID, MS O365 license administration, Exchange Online, MDM, and networking fundamentals.
Experience in end-user endpoint and device technologies, application integration, desktop services, and operating system support.
Strong documentation skills, including creation of clear, auditable records related to account lifecycle activities.
Proficiency with PowerShell or automation tools for IAM preferred.
CORE COMPETENCIES:
Demonstrate exceptional attention to detail when performing IAM related tasks including account provisioning, license assignments, access changes, etc.
Ensure compliance with HIPAA, least-privilege access required, and internal security standards.
Maintain clear, auditable documentation for account lifecycle actions.
Demonstrate strong analytical and advanced problem-solving skills, resolving complex issues, and escalating appropriately using established workflows.
Exhibit excellent verbal and written communication skills, including clear escalation reporting and stakeholder updates; incorporate feedback for continuous improvement.
Explain technical concepts to non-technical end-users with patience and clarity.
Maintain professionalism and composure during high-pressure situations including outages, go-lives, upgrades, etc.
Build trust through reliability, open communication, and timely delivery of high-quality support, reinforcing confidence of peers and clients.
Ensure the integrity of all Stamford Health System information and maintain strict confidentiality of employee and patient data.
Uphold Stamford Health System's Mission and Philosophy by modeling respect, integrity, compassion, teamwork, and accountability in all interactions.
Lead by example in technical proficiency and customer service standards; mentor new team members and act as a point of escalation during call surges, major incidents, and unplanned outages.
PATIENT POPULATION SERVED: N/A
MANUAL SKILLS: Significant portions of daily assignments involve application of manual skills requiring motor coordination, typing, and the operation of computer workstations.
PHYSICAL EFFORT: Some portions of daily assignments may involve prolonged standing; transporting material or equipment; lifting, moving, or carrying equipment for intermittent periods throughout the day. Transporting and installing equipment more than 25 lbs. (no more than 50 lbs.) may be required on occasion.
PHYSICAL ENVIRONMENT: Generally pleasant working conditions. The Nature of duties performed present little or no potential for job-related accidental injury.