IT Helpdesk Technician

York is seeking an IT Helpdesk Technician to serve as the primary owner of the service desk function, managing the full lifecycle of incoming requests through JIRA with a focus on high-autonomy resolution and triage. As a proactive individual contributor, they provide expert-level support to on-site end-users while driving the continuous improvement of our Entra ID and Intune ecosystem. Beyond day-to-day support, they are responsible for identifying process gaps, authoring technical documentation, and executing infrastructure projects that enhance departmental efficiency and security.    Job Duties and Responsibilities  Queue Ownership: Manage and optimize the JIRA Service Management queue; provide expert-level resolution for complex Tier II/III issues and establish escalation workflows.   Proactive Infrastructure Management: Maintain on-site hardware lifecycle (laptops, desktops, peripherals, and conference room tech) and ensure 100% uptime for local office connectivity.   Cloud Administration: Administer and optimize Microsoft 365, Entra ID, and Intune; manage modern endpoint deployment via AutoPilot and enforce compliance through Conditional Access policies.   Process Automation: Identify repetitive manual tasks and develop PowerShell or automation workflows to increase departmental efficiency.   Documentation & Governance: Author and maintain a comprehensive internal knowledge base, standard operating procedures (SOPs), and asset configuration documentation.   Security & Compliance: Ensure all endpoints meet security baseline requirements, including patch management, disk encryption, and identity protection.   Emergency Support: Provide limited after-hours and weekend operations support for business-critical emergencies.   Required Qualifications 4+ years of Helpdesk experience within windows based environments   Technical Expertise: Advanced proficiency in Windows 10/11 and the Microsoft 365 ecosystem.   Problem-Solving: Proven track record of taking initiative to identify and resolve systemic technical debt without direct supervision.   Certifications: CompTIA Network+, Security+, or Microsoft Role-based certifications (e.g., MD-102: Endpoint Administrator).   Communication: Exceptional ability to translate complex technical concepts into clear documentation and user-facing instructions.   Autonomy: A self-motivated "operator" mindset with the ability to manage the day-to-day needs of an on-site office independently.   Willingness to work full-time in office at our Greenwood Village, CO location.  US Citizenship  Desired Qualifications Automation: Experience using PowerShell or Microsoft Graph to automate user provisioning/deprovisioning.   Security Frameworks: Understanding of NIST, CMMC, or similar cybersecurity compliance standards.   Apple Management: Experience managing iOS devices via Intune or similar MDM platforms.