Senior Cloud Support Specialist Job at Mothers Against Drunk Driving (Irving)

Job Description

The Senior Cloud Support Specialist provides advanced technical and operational support across enterprise systems, serving as a primary escalation point for complex IT issues. This role is responsible for the administration and optimization of Office 365, Microsoft Azure, and related cloud platforms, ensuring seamless operations and security. The Senior Specialist partners closely with staff across MADD, applying independent judgment, technical expertise, and strong communication skills to address both routine and high-level IT challenges. This position requires a proactive, solutions-driven mindset and the ability to balance hands-on troubleshooting with strategic system support.

Job Responsibility

Administer Microsoft 365/Azure/Intune and Okta, including user/group lifecycle, access policies, device compliance, and security baselines
Monitor account lifecycle events (e.g., contractor/intern/volunteer start/end dates)
notify managers of upcoming expirations and handle suspended-account reviews and reactivations
Maintain configuration and access documentation to support audit, security, and compliance
Lead imaging, configuration, deployment, and break/fix for laptops and workstations
schedule user setups and provide transition guidance
Maintain accurate asset and inventory records (devices/peripherals)
track shipments/returns and follow up on outstanding equipment
Manage termed/transfer scenarios: confirm receipt or reassignment, update Intune device names/notes, and close out records
Coordinate monthly device and print meter reads and usage reporting
Enter and update employee change data (e.g., role/location/manager) in designated systems/spreadsheets
track to completion
Partner with HR on new-hire readiness, form approvals, and pending user change requests (UCRs)
follow up to clear blockers
Maintain phone system/recording updates for new hires, title changes, and approved line changes
coordinate required approvals for main-line updates
Contribute to continuous improvement: recommend enhancements to tooling, workflows, documentation, and end-user experience
Mentor junior team members and model high standards for customer service, quality, and accountability
Serve as a key escalation point for the IT Help Desk
diagnose and resolve complex incidents across Windows/macOS, Microsoft 365, Azure/Intune, and Okta
Provide advanced troubleshooting for networking, internet, and telephony
oversee enterprise print management
Support assigned applications
document root cause, impact, and remediation, and contribute to the IT knowledge base
Other Duties as Assigned

Requirements

Bachelor’s degree in any IT field or equivalent
3+ or more years of IT experience in a complex and geographically diverse environment
Proficiency in Okta, Salesforce and Microsoft Power Suite required
Requires solid customer service skills and the ability to communicate technical issues to non-technical people
Understanding of how software systems relate to operational needs
Ability to work both independently and with others to resolve issues and maintain composure and professionalism in an environment of changing and/or multiple priorities
Must be able to work on a time table, meet deadlines, follow instructions and accept direction on given assignments
Ability to maintain workplace confidentiality and take ownership/accountability for own actions and aspects of the job
Commitment to the mission and values of MADD

Nice to have

Office 365 Administration
Microsoft Azure
Microsoft Intune
Onelogin Identity Access Management and Control
Desktop application installation and support
Help Desk Ticketing applications (JIRA Service Desk is preferred)
Cloud based phone systems and call tree configuration/setup
Network configuration and wireless network setup
Conferencing solutions (Zoom, Skype, Blue Jeans, etc…)
LogMeIn and/or Remote User Access software
Firewall reporting, support and baseline configuration

What we offer

Health, Dental, Vision
Retirement 403(b) + employer matching
4 weeks accrued PTO
12 Paid Holidays per calendar year
Up to 3 Floating Holidays per calendar year
Paid Sick Time
Modified Educational Assistance
Maternal and Paternal Leave
Basic Life, AD&D, Short-Term and Long-Term Disability Insurance covered by Employer
FSA, HRA
Employee Assistance Program

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Senior Cloud Support Specialist

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