Senior Technical Support Specialist

Job Description

Job Description

Juvare is a SaaS software company focused on developing innovative enterprise resilience solutions for government agencies, corporations, healthcare providers, and higher education. Juvare solutions have supported over 500,000 emergency response incidents in all 50 states and 20 countries worldwide. Juvare helps our clients prepare, connect, and respond to protect people, property, and brands.

Senior Technical Support Specialist ( Endpoint & End-User Computing) Location: Atlanta, GA · HybridRole summary

Juvare is hiring a Senior Technical Support Specialist to own end-user computing across the company. This is a senior individual-contributor role, not a tier-1 helpdesk position. You will be the escalation point and set the standard for endpoint engineering and lifecycle management and will partner with other teams around the company to deliver a fast, compliant, and low-friction computing experience for every Juvare employee. The right candidate thinks like a sysadmin and operates like an engineer: automating what can be automated, documenting what can't, and removing recurring issues at the root cause rather than absorbing them as repetitive tickets. Candidates whose careers have been driven primarily by ticket-count or first-call-resolution metrics, without evidence of systemic improvements, are not the right fit.

What you will own

• Endpoint engineering. Perform Windows and macOS imaging and zero-touch provisioning (Windows Autopilot, Apple Business Manager + Kandji for macOS), MDM policy authorship in Intune and Kandji, application packaging and deployment, OS and third-party patching, and hardening baselines (CIS or equivalent).
• Onboarding and offboarding. End-to-end orchestration from HR onboarding to equipment delivery and recovery. Drive down time-to-productivity for new hires, ensure compliance with data destruction, and oversee hardware disposal/recycling.
• Endpoint security. Receive and action requests to remediate endpoint vulnerabilities and weaknesses from Infosec.
• Lifecycle and asset management. Manage endpoint refresh cycles, inventory accuracy, and MSP coordination.
• Conferencing and executive support. Teams Rooms ownership, all-hands and town-hall AV mechanisms, and white-glove support for executive staff.
• Compliance evidence. Assist with producing in-scope compliance for SOC 2 and ISO audits: encryption status, patch posture, asset inventory, privileged access reviews, etc.
• Tier 2/3 escalation. Serve as a point of escalation for Tier 1 Specialists. Implement policies, runbooks, and automations to improve efficiency and reduce time to resolution.
• Mentorship and SOPs. Coach junior team members, document policies & SOPs, and run postmortems on recurring issues so they stop recurring.

Required qualifications

• 6+ years in end-user IT support, with at least 2 years at a senior or lead level ideally in a regulated industry (healthcare, financial services, government, defense, or similar).
• 2+ years of administrator level experience with Microsoft Intune and Kandji (experience with JAMF or similar MDM platforms may be substituted).
• Strong aptitude with Powershell, ZSH/BASH, CMD, or other system native languages.
• Strong AI fluency with the ability to use chatbots and agents to improve work productivity.
• Working fluency with EntraID and Active Directory: device join modes, conditional access policy, group-based licensing, and sign-in log analysis and triage.
• Operational fluency in Jira Service Management and Confluence with experience in SLA management, queue ownership, request type and workflow design, automation rules, and trend reporting. ScriptRunner or Forge experience a plus.
• Working knowledge of ISO 27001, SOC 2 Type 2, and other established baselines as they apply to endpoints.
• Strong written documentation discipline.
• English fluency for global collaboration.
• Experience supporting a software-engineering workforce: developer tooling, elevated-privilege models, dev VM and container workflows, and IDE troubleshooting.

Additional Information:

This position is subject to compliance with the Export Administration Regulations ("EAR") and may require a U.S. person status verification.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

EEO Statement

Juvare is deeply committed to building a diverse and inclusive team. We believe in equal opportunity for all applicants and encourage individuals from underrepresented groups in technology to apply. As an equal opportunity employer, we celebrate diversity and are committed to building and maintaining a diverse and inclusive workforce. All qualified applicants and employees will receive consideration for employment regardless of—and will be free from discrimination on account of—their race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, citizenship status, age, disability, physical condition, developmental disability, genetic information, or any other category protected under applicable law.

Any individuals with a disability requiring a reasonable accommodation to assist with their job search or application for employment should send an e-mail to human- [email protected] . The e-mail should include a description of the requested accommodation and the position you're applying for or interested in.

Affirmative Action: Juvare's Affirmative Action Plan advances our principles of equal opportunity and supports that goal by enlarging our talent pool.