Senior IT Support Administrator

Overview
We are seeking a highly skilled, customer-focused IT professional to serve as the senior-most escalation point for end-user technical support across our 170+ person engineering design firm. This is fundamentally a people-first role: the ideal candidate is someone who genuinely enjoys solving problems for users, communicates clearly with both technical and non-technical staff, and takes ownership of issues through to resolution.
You will operate within a Microsoft-centric environment (Windows, M365, Azure) and work collaboratively with external IT consultants who manage backend infrastructure and cloud architecture. Your job is not to design or engineer those systems; it's to deeply understand them, support the people who depend on them, and be the final internal resource when standard help desk support can't resolve an issue.

Core Responsibilities

• Serve as the Tier 3 escalation point for all end-user IT support across Windows, M365, and Azure-integrated services
• Diagnose and resolve complex user-facing issues related to endpoints, authentication, cloud applications, and connectivity
• Act as the internal liaison with external network and cloud consultants during implementations, maintenance windows, and incident response - translating technical changes into user impact and support readiness
• Maintain working knowledge of the firm's Azure/M365 environment sufficient to support users and coordinate effectively with consultants
• Develop and maintain internal documentation, known issue logs, and support procedures
• Support onboarding and offboarding of staff, including account provisioning, device setup, and access management

What We're Looking For

Customer service & communication

• Demonstrated history of excellent end-user support - patient, clear, and solutions-oriented
• Comfortable supporting non-technical users in a fast-paced professional environment
• Ability to set expectations, communicate status, and follow through on open issues

Technical proficiency

• Strong working knowledge of Windows desktop OS, M365 applications (Teams, Outlook, SharePoint, OneDrive), and Azure AD / Entra ID
• Experience supporting hybrid environments (cloud + on-prem)
• Ability to troubleshoot issues spanning endpoints, user authentication, access/permissions, and cloud-based applications
• Familiarity with endpoint management tools (e.g., Intune or similar MDM platforms)

Nice to have (not required)

• Exposure to tools common in AEC or engineering environments (e.g., Autodesk products, large file workflows, CAD/BIM application support)
• Experience in a professional services or design/engineering firm setting

Work Environment

• Hybrid (NYC area) - minimum 2 days/week in office, with increased on-site presence expected during any new hire onboarding
• Occasional after-hours availability for critical incidents

What This Role Is Not -
This is not a network engineering or cloud architecture position. We have consulting partners who own infrastructure design, Azure backend configuration, and network management. We need someone who can work effectively alongside those partners - not replace them.