Associate, IT End User Services
Fortitude Re, Nashville, TN, United States
Position Summary
The Associate, IT Operations supports end users with complex issues beyond the capabilities of L1 support, manages system monitoring, patching, and new technology rollouts, and provides deeper troubleshooting for Azure Virtual Desktop (AVD), software, and networking issues to ensure minimal downtime and efficient IT operations.
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.
Compensation and Benefits
The base salary range for this role is $70,000 USD - $90,000 USD. In addition to base salary, all employees are eligible for an annual bonus based on company and individual performance, as well as a generous benefits package.
Equal Employment Opportunity
We are committed to being an equal opportunity employer and evaluate qualified applicants without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, diversity of thought and any other characteristic protected by applicable law.
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The Associate, IT Operations supports end users with complex issues beyond the capabilities of L1 support, manages system monitoring, patching, and new technology rollouts, and provides deeper troubleshooting for Azure Virtual Desktop (AVD), software, and networking issues to ensure minimal downtime and efficient IT operations.
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.
Compensation and Benefits
The base salary range for this role is $70,000 USD - $90,000 USD. In addition to base salary, all employees are eligible for an annual bonus based on company and individual performance, as well as a generous benefits package.
Equal Employment Opportunity
We are committed to being an equal opportunity employer and evaluate qualified applicants without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, diversity of thought and any other characteristic protected by applicable law.
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