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About the Role

Provide advanced technical support and serve as an escalation point for Level 1 support personnel. Diagnose and resolve complex hardware, software, network, cloud, identity, and security-related issues while helping maintain the stability, security, and efficiency of the organization’s technology infrastructure across multiple locations.

Responsibilities

• Provide advanced technical support to staff members via phone, email, remote support, and in-person assistance.
• Serve as the escalation point for Level 1 technicians and assist with resolving complex technical issues.
• Diagnose and resolve advanced hardware, software, operating system, application, network, and cloud-related issues.
• Install, configure, upgrade, and maintain desktops, laptops, mobile devices, printers, and peripheral equipment.
• Perform root-cause analysis for recurring technical issues and implement long-term solutions.
• Create and maintain technical documentation, knowledge-base articles, and standard operating procedures.
• Administer Microsoft 365 services, including Exchange Online, Microsoft Teams, SharePoint, and OneDrive.
• Manage Microsoft Entra ID, formerly Azure Active Directory, including user accounts, security groups, dynamic groups, licensing, and authentication.
• Troubleshoot Microsoft 365 synchronization, authentication, access, and licensing issues.
• Support the deployment, enforcement, and troubleshooting of multifactor authentication.
• Administer Microsoft Intune for Windows, macOS, iOS, and Android devices.
• Deploy and maintain compliance policies, configuration profiles, application deployments, and device restrictions.
• Monitor device compliance and remediate noncompliant systems.
• Assist with Windows Autopilot deployments and endpoint lifecycle management.
• Assist with maintaining and improving Microsoft Secure Score and Microsoft Compliance Score.
• Support endpoint security solutions, including Microsoft Defender and Arctic Wolf.
• Investigate security alerts and collaborate with internal and external security teams to remediate threats.
• Assist with vulnerability remediation, endpoint hardening, and cybersecurity best practices.
• Monitor risky users, quarantined emails, and identity-protection alerts.
• Participate in security audits and compliance initiatives.
• Support Meraki networking infrastructure, including switches, wireless access points, firewalls, and security appliances.
• Assist with network deployments, equipment installations, structured cabling, and infrastructure upgrades.
• Monitor network performance and coordinate with vendors when necessary.
• Administer Group Policy, file shares, and print services.
• Manage user provisioning, permissions, shared resources, and access controls.
• Assist with disaster-recovery and business-continuity planning.
• Participate in IT infrastructure upgrades, technology refreshes, and new-site deployments.
• Coordinate with vendors regarding equipment installation, maintenance, internet services, and warranty support.
• Maintain accurate IT asset inventory and lifecycle-management records.
• Assist with planning, testing, and implementing new technologies and enterprise applications.
• Participate in IT projects and organizational technology initiatives.
• Provide after-hours support for critical incidents or scheduled maintenance when required.
• Stay current with emerging technologies, cybersecurity threats, and Microsoft best practices.
• Work full time, Monday through Friday.

Requirements

• Three to five years of experience supporting enterprise IT environments.
• Experience supporting Microsoft 365, Microsoft Entra ID, and Microsoft Intune.
• Experience with Meraki networking or a comparable enterprise networking platform.
• Familiarity with Microsoft Secure Score, Microsoft Compliance Manager, and cybersecurity best practices.
• Experience with endpoint security platforms such as Microsoft Defender, Arctic Wolf, SentinelOne, or comparable solutions.
• Strong understanding of TCP/IP networking, DNS, DHCP, VPNs, and wireless technologies.
• Experience working with ticketing systems and IT Service Management processes.
• Working knowledge of PowerShell scripting preferred.
• Excellent analytical, troubleshooting, organizational, and communication skills.
• Ability to prioritize multiple responsibilities while maintaining a high level of customer service.
• Ability to work independently while collaborating effectively within a team environment.
• Ability to travel to other Gersh Academy locations in New York as needed.
• Must be able to keep students safe from themselves and others and, in some cases, may need to implement CPI (therapeutic holds) procedures.
• Must be able to remove oneself from potentially harmful situations and, in some cases, be able to lift a child.
• Ability to stand, walk, bend, kneel, and move throughout the workday.
• Ability to lift (at least 50-65 pounds), assist, and/or physically support students, which may include lifting or guiding students of varying sizes.
• Ability to physically intervene when required to ensure safety (per CPI training).
• Ability to remove oneself and/or others from unsafe situations quickly.
• Ability to maintain attention and focus in a dynamic, high-stimulation environment.
• Ability to multi-task and shift priorities quickly.
• Ability to exercise sound judgment and decision-making, particularly in high-pressure or safety-sensitive situations.
• Ability to work effectively as part of a team and maintain professional relationships.
• Ability to perform duties under stress, including during behavioral escalations.

Skills

• Level 2 troubleshooting
• Enterprise systems administration
• Cybersecurity
• Infrastructure support
• Site buildouts
• Microsoft 365
• Microsoft Entra ID
• Microsoft Intune
• Meraki networking
• Endpoint security
• TCP/IP networking
• DNS
• DHCP
• VPNs
• Wireless technologies
• Ticketing systems
• IT Service Management
• PowerShell scripting

Location

• Brooklyn
• Queens
• Long Island

Work Type

• Full-time
• Onsite
• Hybrid

Experience Level

• 3-5 years

Education Level

• Associate's degree in Information Technology, Computer Science, or a related field preferred
• Bachelor's degree in Information Technology, Computer Science, or a related field preferred

About the Company

• Gersh Academy is an organization focused on providing educational services.