Associate, IT End User Services

The Associate, IT End User Services supports end users with more complex issues beyond the capabilities of L1 support, managing system monitoring, patching, and new technology rollouts. This role provides deeper troubleshooting for AVD, software, and networking issues, ensuring minimal downtime and efficient IT operations.  This role will be based in our Nashville office. 

What You Will Do: 

• Provide advanced troubleshooting for Azure Virtual Desktop (AVD) issues, including user session management and configuration changes. 


• Handle complex user provisioning and access permissions, integrating with Active Directory and other identity management systems. 


• Conduct software installations and upgrades and manage patching schedules across user devices. 


• Troubleshoot MDM-related issues, including advanced configuration for Windows, macOS, and mobile devices. 


• Perform system and network monitoring to identify and address potential issues proactively. 


• Collaborate with L1 specialists to resolve escalated tickets and reduce time to resolution. 


• Participate in IT infrastructure upgrades and rollouts for new technologies. 


• Manage and troubleshoot email, Teams, and telephony services, ensuring consistent availability. 

What You Will Have: 

• 3+ years of experience in an IT help desk environment, with a strong foundation in customer service excellence. 


• In-depth knowledge of Azure Virtual Desktop (AVD) and user management tools (e.g., AD, Office 365). 


• Experience with AWS (Amazon Web Services) is essential. 


• Previous experience with Okta and Jira is preferred but not mandatory. 


• Experience with system monitoring tools and incident management processes. 


• Understanding of software deployment and patch management best practices. 


• Solid understanding of networking fundamentals (e.g., DNS, DHCP, IP configuration). 


• Knowledge of MDM solutions, including advanced device management configurations. 


• Ability to write clear and concise IT documentation. 


• Excellent troubleshooting, communication, and interpersonal skills. 


• Strong analytical and troubleshooting skills, capable of managing complex issues. 


• Ability to work under pressure and resolve escalated issues efficiently.