Tier 3 IT Support Specialist – ITSM & Identity Systems

Tier 3 IT Support Specialist – ITSM & Identity Systems

Location: Hybrid (Blue Ash, 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, Tier 3 IT Specialists keep staff connected so they can serve older adults and caregivers across Southwestern Ohio. You’ll take the lead on advanced troubleshooting, system administration, and secure, reliable tech operations that directly strengthen our mission.

Job Summary

As the highest internal level of technical escalation within our Technology Innovation Services (TIS) team, you’ll ensure COA’s technology ecosystem is secure, modern, and running at peak performance. You’ll own enterprise systems, solve complex issues, guide other IT staff, and help shape the processes that keep our organization operating with excellence.

Responsibilities

• Leads, manages, and administers Microsoft endpoint, identity, and cloud services, including Intune and Autopilot device provisioning, Active Directory and Entra ID identity governance, MFA and conditional access enforcement, Microsoft 365 tenant administration, Purview compliance and data governance controls, Azure cloud infrastructure and service management.
• Serves as the primary owner of the Freshservice ITSM platform, including ticket workflow administration, SLA configuration and reporting, AI-assisted features, asset and inventory management, and ongoing platform optimization.
• Delivers expert-level support and root-cause analysis for complex hardware and software issues
• Manages IT assets across the full lifecycle — procurement, deployment, maintenance, and retirement
• Documents incidents, develops and modifies policies/procedures, and ensure compliance with HIPAA, HITRUST, and COA security protocols
• Collaborates with vendors, manages service escalations, and leads cross-functional IT projects
• Mentors Tier 1 and Tier 2 team members, promoting consistency, knowledge sharing, and process improvements

Qualifications

Education & Experience

• Associate degree in IT or equivalent experience/certifications
• Minimum 5 years of direct technical support experience
• Advanced implementation and administration of Intune, autopilot, AD/Entra
• Experience with Freshservice, Purview, Excel, Power BI, SQL, PowerShell, networking preferred
• Healthcare or regulated-environment experience preferred

Skills & Abilities

• Expertise in system administration, troubleshooting, and project management
• Advanced skills across hardware, software, and networking environments
• Proficiency with Windows OS, Office 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 in Southwestern Ohio
• Supportive, mission-driven culture that values your expertise
• Opportunities for professional development and advancement
• Work that blends technical excellence with meaningful community impact

Benefits That Support Your Life and Purpose

• Pension plan with 6% annual company contribution
• Generous paid time off and 12 paid holidays
• Health, dental, and vision insurance
• Health savings account
• Pet insurance and employee assistance program
• Opportunities to advocate and represent COA in community events

Ready to be the voice that guides someone toward hope and help?

Apply today and support the mission that supports others.

Keywords:

IT Help Desk Specialist, Tier 3 Support, Senior Help Desk Technician, Freshservice, IT Support Analyst, IT Systems Administrator, Desktop Support Technician, Microsoft 365 Administrator, Azure Administrator, Active Directory, Entra ID, MFA, Intune, Autopilot, Purview, Windows Administration, Networking, PowerShell, Technical Support Specialist, IT Infrastructure, Enterprise IT Support, Service Desk Analyst, Security Compliance, HIPAA, HITRUST, Cincinnati IT Jobs, Hybrid IT Jobs