Senior Infrastructure and End User Support Consultant

Myriad360

. 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 .

Posted 9/28/2026full-timeOhio • United StatesSenior💰 $86,000 - $98,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing and supporting enterprise infrastructure and end-user compute environments, with a strong focus on Microsoft 365, Active Directory, and virtualization technologies. Proven ability to design, deploy, and maintain endpoint solutions while ensuring compliance with service standards and effective documentation practices.

Highest-signal resume keywords

Microsoft 365 AdministrationActive Directory ManagementWindows Endpoint ImagingVirtual Desktop Infrastructure (VDI)ServiceNow ITSM Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Windows 10/11 SupportEndpoint Security PlatformsPatch Management SolutionsIntune AdministrationSCCM/MECM ManagementVMware vSphereNetworking FundamentalsBackup and Disaster RecoveryAutomated Deployment SolutionsIdentity Management

Soft Skills

Effective CommunicationHighly OrganizedDetail OrientedProblem-SolvingFlexibility

Tools & Technologies

ServiceNowMicrosoft Endpoint ManagerDatto RMMNinjaOneAzure AD/Entra IDExchange OnlineTeamsOneDriveWindows ServerVirtualization Technologies

Certifications & Qualifications

Bachelor's Degree in Information TechnologyITIL Knowledge

Industry Keywords

Infrastructure ManagementEnd-User ComputeService Management ToolsetsTechnical DocumentationCustomer Onboarding Activities

Tech Stack

Tools & technologies

AzureDNSITSMMacOSServiceNowSwitchingTCP/IPVMware

About the role

Key responsibilities & impact

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
Participate in infrastructure projects including server deployments, migrations, Microsoft 365 initiatives, onboarding activities, and technology refresh efforts
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
Other duties as assigned

Requirements

What you’ll need

Must be based in Ohio, United States
Must have the ability to drive to customer locations in the Cleveland, Ohio area once a week
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
Strong knowledge of virtualization technologies including VMware vSphere, Horizon, ESXi, and virtual desktop infrastructure (VDI)
Experience administering Windows Server environments including Active Directory, DNS, DHCP, Group Policy, file services, and certificate services
Working knowledge of backup, disaster recovery, storage, and monitoring platforms commonly found in managed services environments
Solid understanding of networking fundamentals including TCP/IP, VLANs, VPN connectivity, routing, switching, wireless networking, DNS, DHCP, and firewall troubleshooting
Experience supporting infrastructure projects, migrations, customer onboarding activities, and technical implementations
Strong documentation skills with the ability to create technical standards, SOPs, knowledge articles, and customer-facing documentation
Hands-on experience utilizing ServiceNow or similar ITSM platforms for incident, problem, change, and knowledge management
Complete ongoing security awareness training and comply with company policies to the requirements section
Identify and escalate security risks to the appropriate Executive Leadership Team member and actively contribute to remediation efforts
Experience working within Service Management toolsets a must
ITIL knowledge and international experience a plus
Effective communication skills both internally and externally
Highly organized and detail oriented
Broad technology background
Efficiently break down problems and quickly identify the correct course of action
Passion for learning new technologies
Flexibility and willingness to do what it takes to get the job done

Benefits

Comp & perks

Unlimited Paid Time Off (PTO)
Incentive compensation plans for all employees
Company-funded 401k contributions
Zero-cost employer-covered health insurance
Annual BYOD (Bring Your Own Device) reimbursement up to $500
Paid Parental Leave
Transparent, candid culture with 1:1 coaching, performance reviews, and a consistent feedback loop
Quirky, diverse, respectful, high-performing coworkers