IT Sr. Systems Support Specialist

About the role

Amwell is seeking a Senior IT Systems Support Specialist to manage and enhance its corporate IT infrastructure. This hands‑on position focuses on endpoint deployment and management across Windows, macOS, and mobile platforms, supporting more than 1,000 end users in a fast‑paced healthcare technology environment.

Key responsibilities

• Administer Windows and macOS devices, applications, deployment profiles, policies, and patches using NinjaOne, Microsoft Intune, and Windows Autopilot.
• Provide Tier‑2 support for the IT Help Desk, handling complex endpoint, Microsoft 365, authentication, network, and application issues.
• Manage Active Directory and Microsoft Entra ID users, groups, and permissions.
• Support Exchange Online, Outlook, Teams, SharePoint, OneDrive, calendars, and distribution groups.
• Lead IT infrastructure projects from planning through implementation, documentation, and ongoing support.
• Serve as a technical escalation point and mentor junior IT team members.
• Resolve approximately 75 tickets per month and deliver two or more projects each quarter.
• Participate in an on‑call rotation roughly once every eight weeks.
• Assist with endpoint protection and vulnerability‑management tools such as Sophos Central and Rapid7.
• Contribute to IT asset management, device lifecycle, and inventory control.

Required profile

• Proven experience in corporate IT support with a focus on endpoint management.
• Ability to work independently, troubleshoot complex issues, and manage multiple projects.
• Strong communication skills to mentor junior staff and act as an escalation point.
• Willingness to participate in an on‑call rotation.

Required skills

• Windows operating system administration
• macOS device management
• NinjaOne
• Microsoft Intune
• Windows Autopilot
• Active Directory & Microsoft Entra ID
• Microsoft 365 suite (Exchange Online, Outlook, Teams, SharePoint, OneDrive)
• Sophos Central
• Rapid7 vulnerability management