Helpdesk Administrator

About Centerfield

Centerfield is a leader in delivering outcome-driven digital marketing solutions and customized omnichannel experiences for top-tier residential service, insurance, e-commerce, and B2B brands. Utilizing its unique Dugout platform, Centerfield efficiently acquires customers at scale. Its digital properties, including Business.com and BroadbandNow.com, engage over 150 million in-market consumers annually. Based in Silicon Beach, Centerfield is celebrated as one of the Best Places to Work in Los Angeles.

Role Overview

The Helpdesk Administrator will direct a forward-thinking, cloud-enabled IT operations team within a dynamic and expanding organization. This role emphasizes delivering optimal technology services encompassing Microsoft 365 device management, IT service management, identity and access governance, and vendor collaboration. As a leader in a hybrid-cloud environment, you will foster operational excellence across service desk functions, device provisioning, and lifecycle management, aligning closely with engineering and cybersecurity teams to implement scalable, secure, and user-focused technology solutions.

Technical Expertise

• Advanced skills troubleshooting Windows 10/11 issues including startup problems, software deployment, driver management, updates, and performance tuning.
• Familiarity supporting MacOS systems is advantageous.
• In-depth knowledge of Microsoft 365 administration covering user and device management using tools like Intune, Autopilot, Outlook, Teams, OneDrive, and SharePoint with experience in hybrid domain environments.
• Competence in PC imaging, software rollout, and inventory control for Windows 11 devices.
• Experience with enterprise endpoint management software such as Microsoft Intune or Ninja RMM.
• Understanding of Active Directory Group Policy, Entra ID, user and group administration, and basic GPO functions.
• Knowledge of campus network infrastructure including TCP/IP, DNS, DHCP, VLANs, LAN/WAN, Wi-Fi 802.11 and VPN setups; hands-on experience with Fortinet and Cisco devices preferred.
• Exposure to cloud-native IAM technologies like Okta and OAuth, including multi-factor authentication and hardware-based biometric or USB security tokens.
• Working knowledge of endpoint protection platforms such as Microsoft Defender, Sentinel One, Sophos Central, or CrowdStrike.
• Preferred expertise in zero-trust SASE environments or secured web gateways including Zscaler ZIA, Palo Alto Prisma Access, or Netskope One.
• Familiarity with remote application delivery technologies like Azure Virtual Desktop, Citrix, or VMware Horizon.
• Experience managing patch deployment, vulnerability remediation, and IT asset processes.

IT Service Management and Governance

• Practical experience with ITSM frameworks including ticketing systems such as JIRA Service Management, ZenDesk, or ServiceNow.
• Proven track record implementing ITIL procedures covering incidents, changes, requests, and asset management.
• Competence in managing and integrating the Configuration Management Database (CMDB) to support IT operations.
• Accountability for maintaining service level agreements (SLAs), key performance indicators (KPIs), and continuous service improvements.
• Knowledge of IT security compliance and regulations, including HIPAA and PCI.

Leadership and Communication

• Experience managing vendor partnerships, coordinating site visits, and overseeing service expectations.
• Ability to build strong collaboration across cloud infrastructure, cybersecurity, and application support teams.
• Excellent organizational skills and clear communication focused on delivering superior user support.

Key Responsibilities

• Act as the primary IT liaison for local employees, understanding their technology needs and challenges.
• Lead project management efforts, tracking and communicating status of deliverables to relevant teams.
• Operate the local helpdesk to ensure rapid incident resolution and consistent process improvements.
• Manage identity and access control processes securely, coordinating closely with cybersecurity to enforce policies.
• Handle the purchase, lifecycle, and disposal of IT assets while optimizing cost and ensuring compliance with policies and licensing.
• Consistently enhance ITIL-based service management practices across incident, problem, change, configuration, and release management.
• Oversee technical aspects of device imaging, deployment, and maintenance including server rooms, network closets, AV equipment, printers, and user PCs.
• Manage onboarding and offboarding processes to ensure seamless provisioning and deprovisioning of access and devices.
• Supervise vendor relationships, contracts, renewals, and performance evaluations to maintain high service standards.
• Prepare and present reports and content aligning IT service delivery with business goals, identifying improvement opportunities.
• Perform additional duties as assigned.

Education and Experience

• Bachelor’s degree in IT, computer science, or related discipline.
• Between 3 and 5 years' experience in IT operations, helpdesk, or technical support with strong background in end-user computing, identity and access management.
• Ability to coordinate with compliance, legal, and cybersecurity teams to adhere to regulatory and audit requirements.
• Experience in healthcare or regulated industries with HIPAA knowledge is preferred.

Certifications

• Certifications such as CompTIA A+, Network+, Security+, Azure Fundamentals, or Microsoft 365 Modern Desktop Administrator Associate are highly regarded.
• Project management credentials like PMP or equivalent training are advantageous.

AI and Interview Guidelines

Centerfield utilizes AI tools internally to streamline and ensure fairness in hiring, including resume evaluation and task automation. Candidates may use AI responsibly to practice or research but must ensure authentic personal responses in interviews and assessments. Unauthorized AI-generated replies during live assessments are prohibited unless specified.

Equal Opportunity and Privacy Policy

Centerfield is an Equal Opportunity Employer that values diversity and prohibits discrimination on protected grounds. More details on data collection and privacy during recruitment are available on the company's privacy policy webpage.