POSITION SUMMARY

We are looking for a Senior IT Specialist to hold a crucial position at Madcap Software, Inc. The person in this role will assist with Information Technology operations such as managing Microsoft Entra and InTune operations, responding to tickets, compliance-related tasks, security event handling, and a wide breadth of projects. In this position, you will be working and collaborating with other IT professionals, software engineers, and even non-technical team members on a wide-ranging variety of projects. This position report to the Director, Information Technology.

DESIRED SKILLS AND EXPERIENCE

• 5+ years of experience in similar role and/or experience
• Ability to be proactive, enthusiastic, hardworking, and friendly in a fast-paced environment, with minimal supervision
• Handle a high volume of requests and projects
• Excellent verbal and written communication skills
• Having excellent problem-solving skills. Being oriented towards finding solutions to problems is key
• Experience with ITIL Processes or SOC 2
• A working knowledge of the current Microsoft Windows, SSO, SaaS and Linux (preferred)
• Experience with PowerShell and Python a plus
• Excellent organizational skills with the ability to prioritize and manage multiple tasks
• Ability to focus on detailed work for extended periods of time
• Professional work ethics, and integrity

• Assist in managing InTune/MDM Platform Management (Mac, Windows and Mobile Devices), App Deployment, Cyber Security event handling, SSO integrations, Entra/AD, Microsoft Defender, Conditional Access, SaaS License management.
• Provide support for internal teams, ensuring tickets are closed or escalated promptly according to set standards.
• Troubleshoot remote staff issues as needed (Workstations, VPN, Third Party SaaS Apps).
• Assist in managing user Onboarding, Offboarding and Access Rights management.
• Assist in managing Azure, AWS, Cloud PC’s and other infrastructure.
• Support SOC II Type 2 compliance and ensure procedures are followed.
• Collaborate with R&D and Technical Support departments on various projects.
• Assist with uptime monitoring and outage response handling (PRTG, DataDog, Grafana)
• Collaborate with third-party MSSP on security remediation events.
• Clearly document technical specifications and end user instructions for IT managed systems.
• Assist in training staff members according to set standards.
• Other duties and responsibilities as assigned.