Tier 3 IT Support Specialist – ITSM & Identity Systems
Location: Hybrid (Cincinnati, OH–based)
Job Type: Full-Time (37.5 hours/week)
Pay Range: $55,000 – $68,000 (commensurate with experience)
Your Expertise. Their Connection. Your Next Big Impact.
At COA, your technical leadership keeps people connected so older adults and caregivers across Southwestern Ohio can access the support they need. As a Tier 3 IT Support Specialist, you’ll protect and optimize the systems our teams rely on every day, blending advanced technical skill with purpose-driven impact.
Job Summary
As the highest internal level of technical escalation within COA’s Technology Innovation Services (TIS) team, this role ensures our Microsoft-centered technology ecosystem is secure, modern, and operating at peak performance. You’ll own enterprise systems, solve complex issues, mentor fellow IT professionals, and help shape the processes that keep our mission moving forward.
Your work directly strengthens COA’s ability to deliver trusted services making technology an enabler of dignity, access, and independence for the people we serve.
Key Responsibilities
Enterprise Systems & Microsoft Ecosystem Leadership
Lead, manage, and administer Microsoft endpoint, identity, and cloud services, including Intune and Autopilot device provisioning, Active Directory and Entra ID, MFA and conditional access, Microsoft 365 tenant administration, SharePoint, Purview compliance and data governance, and Azure cloud infrastructure
ITSM Platform Ownership
Serve as the primary owner of the Freshservice ITSM platform, including ticket workflows, SLA configuration and reporting, AI-assisted features, asset and inventory management, and continuous optimization
Advanced Technical Support
Deliver expert-level support and root-cause analysis for complex hardware, software, and systems issues
Manage IT assets across the full lifecycle including procurement, deployment, maintenance, and retirement
Security, Compliance & Documentation
Document incidents, develop and refine policies and procedures, and ensure compliance with HIPAA, HITRUST, and COA security protocols
Collaboration & Leadership
Partner with vendors, manage service escalations, and lead cross-functional IT initiatives
Mentor Tier 1 and Tier 2 team members, promoting consistency, knowledge sharing, and continuous process improvement
Qualifications
Education & Experience
Associate degree in Information Technology or equivalent combination of experience and certifications
Minimum of 5 years of direct technical support experience
Advanced implementation and administration of Intune, Autopilot, Active Directory / Entra ID, and SharePoint
Experience with Freshservice, Purview, Office applications, Power BI, SQL, PowerShell, and networking preferred
Experience in healthcare or other regulated environments preferred
Skills & Abilities
Expertise in IT support, system administration, troubleshooting, and project management
Advanced skills across Microsoft technologies including Intune, Autopilot, AD/Entra, and SharePoint
Proficiency with IT ticketing systems, Windows OS, Microsoft 365, Teams, SharePoint, and security tools
Strong communication, customer service, documentation, and mentoring skills
Why Join COA?
50+ years of trusted service supporting older adults and caregivers across Southwestern Ohio
Mission-driven, collaborative culture that values expertise, integrity, and advocacy
Opportunity to influence enterprise systems and IT strategy, not just respond to tickets
“Here, IT isn’t behind the scenes, we’re part of the mission. Knowing my work helps people stay connected to care makes every challenge worth it.”
— COA Technology Team Member
Benefits That Support Your Life and Purpose
Pension plan with 6% annual company contribution to invest in your future
Generous paid time off and 12 paid holidays for rest and balance
Health, dental, and vision insurance plus a health savings account
Hybrid work environment supporting flexibility and autonomy
Pet insurance and employee assistance program for whole-life support
Opportunities to advocate for and represent COA in community initiatives
Ready to be the expert who keeps our mission connected?
Apply today and bring your technical leadership to an organization that puts people first always.
Keywords:
Tier 3 IT Support Specialist, Senior Help Desk Technician, IT Systems Administrator, Freshservice, ITSM, Microsoft 365 Administrator, Azure Administrator, Active Directory, Entra ID, MFA, Intune, Autopilot, Purview, Windows Administration, PowerShell, Networking, Enterprise IT Support, Security Compliance, HIPAA, HITRUST, Cincinnati IT Jobs, Hybrid IT Jobs
