IT Helpdesk Support Engineer

Hi We're Centerfield!

Supercharged customer acquisition. Centerfield delivers outcome-based digital marketing solutions and personalized omnichannel experiences for the world’s leading brands. Powered by our proprietary Dugout platform Centerfield acquires customers at scale for leading residential service insurance e-commerce and B2B brands. Centerfield’s digital experiences and digital brands such as Business.com and BroadbandNow.com reach more than 150 million in-market shoppers annually. Centerfield is headquartered in Silicon Beach and is proud to be recognized by Built in LA as a Best Place to Work in Los Angeles.

The Opportunity...

Centerfield Media Holdings is seeking a strategic and hands-on IT Helpdesk Administrator to lead a modern cloud-first IT operations function in a fast-growing organization. This role is key to ensuring seamless delivery of end-user technology services across Microsoft 365 device management IT service management identity and access and vendor operations.

As a site leader in our hybrid-cloud workplace you will drive operational excellence across the service desk device provisioning and lifecycle management while partnering with engineering and security teams on scalable secure and user-centric technology solutions. You will own ITSM platform effectiveness champion modern endpoint management and support end users that keep pace with our evolving business needs.
How You'll Contribute...

• Strong proficiency with Windows 10/11 troubleshooting (boot issues software installation drivers Windows Update PC performance).

• Preferred experience supporting MacOS environments.

• Strong knowledge of Microsoft 365 administration at the user and device level (e.g. Intune Autopilot Outlook Teams OneDrive SharePoint) and working familiarity with hybrid-domain operation.

• Demonstrated ability with PC image management application deployment and inventory strategies for Windows 11 environments.

• Experience with enterprise endpoint management tools such as Microsoft Intune or Ninja RMM.

• Familiarity with Active Directory Group Policy Entra ID user/group management and GPO basics.

• Experience supporting campus network systems: Understanding of TCP/IP DNS DHCP VLANs LAN/WAN and 802.11 Wi-Fi and VPN configurations. Hands-on experience with Fortinet and Cisco network infrastructure desired.

• Working knowledge of cloud-native Identity and Access Management (IAM) software (Okta OAuth) including MFA and Biometric or USB hardware authentication devices to enhance security.

• Experience deploying and troubleshooting Endpoint Security solutions like Microsoft Defender Sentinel One Sophos Central or CrowdStrike.

• Preferred experience supporting an endpoint environment with a zero-trust SASE platform or cloud-native secure web gateway such as Zscaler ZIA Palo Alto Prisma Access or Netskope One.

• Understanding of Azure Virtual Desktop Citrix or VMware Horizon as it relates to remote application deployment and support.

• Patch management vulnerability remediation actions and asset management processes.

ITSM & Governance

• Strong understanding and hands-on experience with IT Service Management (ITSM) frameworks including service desk ticketing processes (e.g. JIRA Service Management ZenDesk ServiceNow).

• Proven success implementing and escalating ITIL processes such as Incident Change Request and Asset Management.

• Experience overseeing Configuration Management Database (CMDB) accuracy and integration with IT operations.

• Ability to maintain service level agreements (SLAs) key performance indicators (KPIs) and continual service improvement (CSI) metrics.

• Experience with IT Security and organization compliance such as HIPAA and PCI standards.

Leadership & Communication

• Skilled in assisting vendor relationships site visits and service level expectations.

• Proven ability to build collaborative partnerships with cross-functional teams including cloud infrastructure cybersecurity and application support.

• Exceptional organizational and communication skills with a focus on delivering high-quality service to end users.

Responsibilities

• IT Relationship Management: Serve as the primary point of contact for local users and are responsible for understanding their needs preferences and challenges.

• Project Management: Responsible for seeing projects through and communicating deliverable status with the entire team.

• Service Desk: Drive the local service desk function to provide exceptional technical support and customer care. Ensure timely resolution of incidents and service requests and continuously improve service desk processes.

• Identity and Access Management: Oversee identity and access management processes ensuring secure and efficient provisioning deprovisioning and access control for employees contractors and partners. Collaborate with cybersecurity teams to enforce access policies and maintain data integrity.

• IT Asset Management: Manage the procurement lifecycle and disposal of IT assets. Ensure accurate asset tracking compliance with procurement policies and cost-effective asset management. Align IT end-user computing infrastructure standards and asset lifecycle services with current and future business needs. Own Hardware and software license compliance and provisioning processes are managed and cost-optimized.

• IT Service Management (ITIL): Continuous improvement of ITIL processes including incident management problem management change management configuration management and release management. Ensure the effective use of the Configuration Management Database (CMDB) to maintain accurate and up-to-date information about the IT environment. Ensure adherence to ITIL best practices to achieve operational excellence.

• End User Device Imaging & Deployment - Oversee server room operations network closets conference rooms A/V equipment printers time clocks & end-user PC image engineering. Ensure compatibility security and performance of end-user devices. Own the PC deployment and configuration process.

• User Onboarding & Offboarding: Own and manage processes & technology provisioning of end users including access management and device assignments.

• Vendor Management: Oversee vendor relationships ensuring high-quality service delivery and support. Evaluate vendor performance and address any issues or concerns promptly. Manage IT contracts and renewals ensuring compliance with terms and conditions. Negotiate with vendors to secure favorable terms and maintain strong vendor relationships.

• Service Delivery Components: Develop and maintain business relationship and alignment decks/content to ensure IT services are aligned with business objectives. Create and present regular reports on service delivery performance including metrics and KPIs to stakeholders. Identify areas for improvement and implement initiatives to enhance service delivery and customer satisfaction.

• Other duties as assigned

What We're Looking For...

• Bachelor’s degree in information technology computer science or a related field

• 3-5 years of experience in IT operations helpdesk or technical support role with a proven track record of managing end-user compute identity and access management.

• Ability to coordinate with compliance legal and cybersecurity stakeholders to ensure operational practices align with regulatory obligations and audit readiness.

• (Preferred) Experience supporting IT operations in a healthcare or regulated environment with working knowledge of HIPAA compliance requirements and the protection of PII.

Certifications

• CompTIA A+/Network+ Security+ Azure Foundations; Microsoft 365 Certified: Modern Desktop Administrator Associate or equivalent highly preferred.

• PMP or formal project management training is a strong plus.

Life at Centerfield…

• This is a hybrid position and employees are expected to work in our Boston MA office every Tuesday Wednesday & Thursday

• Competitive salary + semi-annual bonus

• Unlimited PTO – take a break when you need it!

• Industry-leading medical dental and vision plans + generous parental leave

• 401(k) company match plan – fully vested on day 1

• Monthly happy hours catered lunches + daily food trucks

• Award-winning culture & unprecedented team spirit (featured in LA Business Journal & Built In LA)

• Fully stocked kitchens with snacks & drinks

• Paid charity and volunteer days (local mentor programs adopt a pet beach cleanup etc.)

• Monthly team outings (ball games casino night hikes etc.)

• Career growth – we enjoy promoting from within!

#LI-CC1
#LI-Hybrid

AI & Interview Policy

At Centerfield we use AI tools internally to support efficiency and fairness in our hiring process including resume screening and administrative tasks.

Candidates are welcome to use AI tools ethically to prepare for interviews such as practicing responses or researching questions. However all responses during the interview process should reflect your own knowledge experience and judgment.

The use of AI tools to generate responses during live interviews technical assessments or written submissions is not permitted unless explicitly stated otherwise.
To learn more visit us Here.

Interviews will take place after resumes have been screened for the minimum requirements. Please note that this position is not restricted solely to the responsibilities listed above and that the job scope and responsibilities are subject to change.

For more information about our collection use and disclosure of your personal information in connection with our evaluating your candidacy please visit our Privacy Policy at https://www.centerfield.com/privacy-policy/.

Centerfield Media is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color age religion sex national origin disability protected veteran status or any other characteristic protected under federal state or local law.

What We Do

Super-charged customer acquisition. Centerfield delivers outcome-based digital marketing solutions and personalized omnichannel experiences for the world’s leading brands. Powered by our proprietary Dugout platform Centerfield acquires customers at scale for leading residential service insurance e-commerce and B2B brands. Centerfield’s digital experiences and digital brands such as Business.com and BroadbandNow.com reach more than 150 million in-market shoppers annually. Centerfield is headquartered in Silicon Beach and proud to be recognized as a Best Place to Work in Los Angeles.

Why Work With Us

Centerfield is a growing company that seeks innovative fun and bright individuals that bring great ideas to the table. Our hard work is also rewarded with events throughout the year. Things like catered lunches and monthly social events such as our annual company hike casino night and Dodger game keep us motivated to work hard!

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