Tier 3 IT Desktop Support

Mouri Tech is looking for an experienced Tier 3 IT Desktop Support professional to deliver advanced endpoint and application support on site in New York, NY. This role focuses on complex escalations across Windows, macOS, and cloud services, while also helping improve IT workflows and supporting initiatives like deployments, upgrades, and onboarding/offboarding.

You will work with Microsoft Intune and Jamf Pro to administer endpoints, manage user access and permissions in Google Workspace, and troubleshoot issues impacting core Google services such as Gmail, Google Drive, Docs, Sheets, and Calendar. The position also supports ongoing security and compliance requirements, helping keep devices meeting encryption, VPN, and management standards.

Responsibilities

• Handle complex technical escalations involving hardware, software, SaaS applications, user access, and network connectivity.
• Administer and support Windows 10/11 and macOS endpoints using Microsoft Intune and Jamf Pro.
• Manage user accounts, permissions, and administrative security settings within Google Workspace.
• Troubleshoot and support Google applications including Gmail, Google Drive, Docs, Sheets, Calendar, and related services.
• Monitor and maintain endpoint security requirements, including device management, encryption, VPN connectivity, and compliance.
• Investigate recurring or complex issues and coordinate with infrastructure and security teams on long-term solutions.
• Identify opportunities to improve IT workflows using scripting, automation, and platform-based tools.
• Support IT initiatives such as office deployments, system implementations, hardware upgrades, and company acquisitions.
• Assist with employee onboarding and offboarding, including equipment setup, account access, permissions, and data handling.
• Create and maintain technical documentation, troubleshooting procedures, SOPs, and knowledge-base materials.
• Collaborate with Tier 1 and Tier 2 teams through technical guidance, knowledge sharing, and mentoring.

Requirements

• 3–5 years of professional IT support experience, including advanced or Tier 3-level troubleshooting.
• Strong working knowledge of Windows 10/11 and macOS environments.
• Hands-on experience with Jamf Pro, Microsoft Intune, and Google Workspace administration.
• Working knowledge of VPN, SSO, endpoint management, and device security/compliance.
• Ability to create technical documentation, support procedures, and basic automation/scripts.
• Strong troubleshooting, communication, organization, and customer-service skills.
• Demonstrated ability to take ownership of technical issues through resolution.
• Experience using Zendesk or a comparable IT ticketing/service management system.

Preferred Qualifications

• Experience supporting Slack, Zoom, and other cloud-based collaboration tools.
• Exposure to conference room technology, AV equipment, and hybrid meeting environments.
• Experience in rapidly growing organizations or during mergers/acquisitions.
• Familiarity with security and compliance frameworks such as NIST, ISO 27001, or SOC 2.
• Experience mentoring junior IT support personnel or taking on informal leadership responsibilities.

Compensation and Location

Pay: $40.00 per hour. Location: In person, New York, NY. Experience: Service Desk Analyst/Helpdesk Analyst: 3 years (Required); Google Workspace: 1 year (Required); Jamf or Jamf Pro: 1 year (Required); Ticketing: 1 year (Required).

Technology Stack

Windows 10/11, macOS, Microsoft Intune, Jamf Pro, Google Workspace, Gmail, Google Drive, Docs, Sheets, Calendar, VPN, SSO, Zendesk.