Nature and Scope

This position is responsible for the administration, support, and continuous improvement of end-user computing environments, including desktop and laptop systems, mobile devices, operating systems, and enterprise productivity applications. The role also supports onboarding and offboarding processes, asset lifecycle management, and Tier 1 to 3 support for all ARI applications.

In addition, this role provides advanced technical support, systems administration, and operational engineering across multiple Ohio-based domains. Key areas of responsibility include identity lifecycle management, endpoint management platforms, IT service management (ITSM) administration, Tanium platform support, and coordination with infrastructure, networking, security, and corporate IT teams.

Essential Duties and Responsibilities

End-User Computing & Desktop Support

Install, configure, maintain, and support desktop and laptop systems, including both on-premises and cloud-based applications.
Provide technical support, troubleshooting, and user training for hardware, software, and enterprise applications.
Support Microsoft Office 365 and related productivity tools.
Install, upgrade, and patch operating systems and software; ensure endpoint security controls are properly implemented and maintained.
Support VPN configurations, installs, and maintenance as directed by Network Security.
Provide support for mobile communication devices and telephony platforms.
Manage hardware lifecycle activities, including installation, replacement, and break/fix support.
Maintain inventory of spare parts, peripherals, and end-user equipment.

Identity & Access Management

Perform user onboarding and offboarding processes across multiple domains in compliance with JSOX standards.
Serve as the primary owner for Ohio-based user terminations across multiple domains, including isolated networks.
Manage Active Directory (AD) and Entra ID accounts, including provisioning, role changes, and deprovisioning.
Administer group memberships, distribution lists, shared mailboxes, and access permissions.
Troubleshoot authentication issues, Conditional Access policies, and identity-related incidents.

Endpoint & Platform Administration

Administer endpoint management tools, including SCCM, Intune, LDAP, GPO, and Tanium.
Deploy software packages and troubleshoot endpoint agent issues.
Support multi-domain endpoint operations, including isolated lab environments.
Ensure compliance with endpoint security standards and patching requirements.

IT Service Management (ServiceNow)

Configure and maintain ServiceNow catalog items, workflows, forms, notifications, and automation scripts.
Support CMDB data integrity initiatives, including cleanup, deduplication, and asset attestation.
Contribute to platform enhancements and usability improvements (e.g., search optimization, UI simplification).
Participate in collaboration with corporate ITSM teams and vendors.
Assist with Discovery and Service Mapping in support of Change Management processes.

Asset & Lifecycle Management

Support equipment intake, deployment, and lifecycle management processes.
Conduct asset audits and reconciliation across multiple domains.
Maintain accurate tracking of IT assets and ensure alignment with compliance standards.

Security, Compliance & Operational Support

Adhere to all IT policies, including JSOX controls, in daily operations.
Support MFA implementation and maintenance across enterprise applications.
Assist with monitoring, reporting, and compliance validation activities.
Support email security operations, including message tracing, spam release, and quarantine management.
Provide support for secure and compliant operations within isolated network environments.

Infrastructure & Cross-Functional Support

Assist infrastructure and network teams with server installations, rack and stack activities, cabling, and switch port patching.
Support print server management and collaborate with vendors (e.g., Canon) for device deployment and replacement.
Provide technical support for specialized lab systems and environments.

Training & Continuous Improvement

Develop technical training materials, including videos and user documentation, using tools such as Camtasia and Clipchamp.
Identify and implement process improvements to enhance operational efficiency and reduce ticket volume.
Drive initiatives that improve user experience and technology adoption across the organization.

Perform any other tasks/duties as assigned by management.

Education Requirements and Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.

High School Diploma required; Associate Degree or technical equivalent preferred.
Minimum of three (3) years of experience in desktop support or end-user computing required.
Relevant certifications preferred (e.g., CompTIA A+, MCSA, MCITP, MCDST, MOS).
ServiceNow Certified System Administrator (CSA) certification is a plus.

Experience supporting multi-domain environments and identity lifecycle processes.
Hands-on experience with endpoint management platforms such as SCCM, Intune, and Tanium.
Experience administering ServiceNow or similar ITSM platforms.

Strong proficiency in Microsoft Windows operating systems and Microsoft 365 applications.
Working knowledge of Active Directory, Entra ID, GPOs, LDAP, and endpoint management tools.
Familiarity with networking fundamentals, print services, and isolated environments.

Strong analytical, troubleshooting, and problem-solving abilities.
Ability to operate effectively in a team-oriented, collaborative environment.
Strong customer service mindset with the ability to support diverse user groups.
Excellent communication and technical skills are necessary to communicate with customers, to evaluate hardware and software requirements and provide solutions which meet those requirements
Good people skills as this position will consistently interact with internal/ external customers on a daily basis.

American Regent celebrates diversity and we are committed to creating an inclusive environment for all employees. We are an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, or protected veteran status.

Applicants have rights under Federal Employment Laws.

FMLA poster: https://www.dol.gov/whd/regs/compliance/posters/fmlaen.pdf
Know Your Rights: Know Your Rights: Workplace discrimination is illegal (eeoc.gov)
Employee Polygraph Protection Act: https://www.dol.gov/whd/regs/compliance/posters/eppac.pdf

Alert: We’re aware of individuals impersonating our staff to target job seekers. Please note:

· All legitimate communication will come directly from a verified ARI recruiter either by phone or via an americanregent.com email address.

· Our recruiting process includes multiple in person and/or video interviews and assessments.

· If you are unsure about the legitimacy of a message, contact John Rossini at jrossini@americanregent.com before responding.

· We never request payment, bank information, or personal financial details during our offer process.

Your security is important to us, and we encourage you to stay vigilant when job searching.

American Regent Inc. endeavors to make https://careers.americanregent.com/ accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please email hrtalentacquisition@americanregent.com.