Tier 3 IT Support Specialist – Systems

Location: Hybrid 3 days onsite– Cincinnati, OH
Job Type: Full-Time (37.5 hours/week)
Pay range up to $68,000 based on experience

We are seeking a highly skilled Tier 3 IT Support Specialist to join our Technology Innovation Services (TIS) team. This role serves as the highest internal level of technical escalation and plays a key role in maintaining and optimizing a Microsoft-centered technology environment.

This is an excellent opportunity for an experienced IT professional who enjoys solving complex technical issues, managing enterprise systems, mentoring team members, and contributing to strategic technology initiatives within a mission-driven organization.

Your work directly supports the systems that help older adults and caregivers stay connected to critical services and support.

What You’ll Do

Enterprise Systems & Microsoft Ecosystem Support

• Administer and support Microsoft endpoint, identity, and cloud technologies including:
  • Microsoft Intune
  • Windows Autopilot
  • Active Directory & Entra ID
  • MFA & Conditional Access
  • Microsoft 365 Administration
  • SharePoint
  • Microsoft Purview
  • Azure Infrastructure
• Support device provisioning, user access management, and cloud-based system administration.

ITSM & Platform Administration

• Serve as the primary administrator for the Freshservice ITSM platform.
• Manage ticket workflows, SLA reporting, automation, asset management, and platform optimization initiatives.
• Support continuous improvement efforts across IT service delivery processes.

Advanced Technical Support

• Provide Tier 3 troubleshooting and root-cause analysis for complex hardware, software, systems, and networking issues.
• Support the full lifecycle of IT assets including procurement, deployment, maintenance, and retirement.

Security, Compliance & Documentation

• Maintain documentation, policies, and procedures related to IT operations and security.
• Support compliance efforts related to HIPAA, HITRUST, and organizational security standards.
• Assist with incident response and system auditing activities.

Collaboration & Leadership

• Partner with vendors and internal teams to resolve escalated technical issues.
• Mentor Tier 1 and Tier 2 support staff through training, documentation, and knowledge sharing.
• Participate in cross-functional IT projects and technology improvement initiatives.

Qualifications

Required Experience

• Associate degree in Information Technology or equivalent combination of experience and certifications.
• Minimum of 5 years of hands-on technical support experience.
• Strong experience supporting:
  • Microsoft Intune
  • Windows Autopilot
  • Active Directory / Entra ID
  • SharePoint
  • Microsoft 365 technologies

Preferred Experience

• Experience working within healthcare or other regulated environments preferred.

Skills & Abilities

• Strong troubleshooting and systems administration experience.
• Proficiency with Windows OS, Microsoft 365, Teams, SharePoint, and enterprise security tools.
• Experience with IT ticketing systems and service management platforms.
• Excellent communication, documentation, customer service, and mentoring skills.
• Ability to manage multiple priorities in a fast-paced environment.

Why Join Us?

• Mission-driven organization with decades of community impact
• Opportunity to influence enterprise technology initiatives
• Collaborative and supportive team culture
• Hybrid work environment promoting flexibility and work-life balance
• Meaningful work that directly supports older adults and caregivers

Company Benefits after 6-month contract to hire period:

• Pension plan with 6% annual company contribution
• Generous PTO and 12 paid holidays
• Health, dental, and vision insurance
• Health Savings Account (HSA)
• Flexible Spending Accounts (FSA)
• Life insurance
• Pet insurance
• Employee Assistance Program (EAP)
• Retirement plan options
• Hybrid work flexibility

We are an Equal Opportunity Employer and value diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other protected characteristics.