Senior IT Infrastructure & End-User Support Lead

Myriad360

Cleveland, Northern (OH, KY)

Hybrid

USD 86,000 - 98,000

Full time

14 days+

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Benefits offered by this job

Unlimited PTO

Company-funded 401k

Zero-cost health insurance

BYOD reimbursement

Transparent culture

Job summary

Myriad360 is seeking a Senior Infrastructure and End User Support Consultant in Ohio. You will serve as a senior escalation point for complex infrastructure and end-user compute issues, guiding Level 1 and 2 technicians and owning incidents through resolution.

The role covers Windows endpoint imaging, M365, AD/Entra ID, Exchange Online, VDI, and core infrastructure services. You will participate in projects, automation, and service improvements, maintain documentation in ServiceNow, and

Qualifications

Bachelor's degree in Information Technology or related field, or equivalent practical experience.
6+ years of experience supporting enterprise infrastructure and end-user compute environments.
Strong hands-on experience with Microsoft 365, Entra ID (Azure AD), Active Directory, Exchange Online, Teams, OneDrive, Intune, Microsoft Endpoint Manager, and identity management.
Experience building, deploying, and maintaining Windows workstation images, automated deployment solutions, endpoint configuration standards, and software packaging processes.
Proven ability supporting Windows 10/11, macOS, endpoint security platforms, patch management solutions, and device lifecycle management.
Experience administering endpoint management platforms such as Intune, Autopilot, SCCM/MECM, Datto RMM, NinjaOne, or similar solutions.

Responsibilities

Serve as a senior escalation point for infrastructure and end-user compute issues, providing guidance to Level 1 and Level 2 technicians and ensuring timely resolution of incidents and service requests.
Act as the technical owner for assigned customer environments, supporting end-user compute, identity, virtualization, and core infrastructure services in alignment with contractual commitments.
Design, build, deploy, and maintain Windows endpoint images, deployment standards, application packaging, and automated provisioning processes.
Administer and support Microsoft 365, Active Directory, Azure AD/Entra ID, Exchange Online, Teams, OneDrive, and identity-related technologies.
Manage endpoint platforms and lifecycle operations including hardware standards, procurement recommendations, imaging, deployment, patching, refresh programs, and asset management.
Support and troubleshoot virtual desktop infrastructure (VDI), remote access solutions, and modern workplace technologies.
Assist with administration and troubleshooting of Windows Server, VMware, storage, backup, and related infrastructure platforms impacting customer environments.
Ensure all incidents, requests, changes, and project work are accurately documented within ServiceNow, including technical findings, root cause analysis, and knowledge transfer details.
Develop and maintain technical documentation including SOPs, build guides, imaging procedures, architecture diagrams, and customer-specific support runbooks.
Coordinate with vendors, hardware manufacturers, software providers, and third-party partners to resolve complex technical issues.
Identify recurring issues, recommend service improvements, and drive automation and standardization efforts across customer environments.