Senior IT Support Specialist (Infrastructure Specialist 3)

Schedule: Full-time

What You Will Do at ODM:

Office: Information & Technology Services

Bureau: Operations & Business Intelligence

Classification: Infrastructure Specialist 3 (PN 20095350)

Primary Technology: Endpoint Configuration

Secondary Technology: Endpoint Customer Support

Job Overview:

The Ohio Department of Medicaid (ODM) is seeking a motivated IT professional with a strong foundation in Microsoft SCCM, Intune, endpoint support, and a growing interest in AI technologies. This role supports the enterprise’s endpoint infrastructure and contributes to the adoption of intelligent support solutions that enhance operational efficiency and user experience. Additionally, this role is responsible for managing the full lifecycle of endpoint devices, from deployment and configuration to patching and incident resolution. As a Senior IT Support Specialist, your responsibilities will include:

Endpoint Configuration & Management: Design, configure, deploy, and maintain endpoint devices using Microsoft Intune, SCCM, and Group Policy.

Software Deployment & Automation: Create and manage deployment packages, automate patching cycles, and monitor compliance across all managed devices.

AI-Enhanced Support: Assist in the use of AI-based tools such as Microsoft Copilot, Endpoint Analytics, etc., to streamline support workflows and identify common issues.

Troubleshooting & Escalation: Act as a Tier 2/3 escalation point for endpoint-related incidents, including OS, application, and network issues.

Security & Compliance: Enforce endpoint security policies, monitor for vulnerabilities, and support remediation efforts.

Automation & Scripting: Use PowerShell or similar tools to automate routine tasks and improve support efficiency.

Documentation & Collaboration: Maintain technical documentation and collaborate with cross-functional teams on IT and AI-related projects.

60 mos. combined work experience in any combination of the following: evaluating effectiveness and risk of it processes, recommending changes in IT procedures to meet customer needs, and evaluating and/or researching hardware and/or software solutions and providing feedback to project team or higher-level staff including 12 mos. work experience in the primary technology specified by the agency in the position description & job posting.

-Or completion of associate core program in computer science or information systems; 42 mos. combined work experience in any combination of the following: evaluating effectiveness and risk of it processes, recommending changes in IT procedures to meet customer needs, and evaluating and/or researching hardware and/or software solutions and providing feedback to project team or higher-level staff including 12 mos. work experience in the primary technology specified by the agency in the position description & job posting.

-Or completion of undergraduate core program in computer science or information systems; 36 mos. combined work experience in any combination of the following: evaluating effectiveness and risk of it processes, recommending changes in IT procedures to meet customer needs, and evaluating and/or researching hardware and/or software solutions and providing feedback to project team or higher-level staff including 12 mos. work experience in the primary technology specified by the agency in the position description & job posting.

-Or equivalent of minimum class qualifications for employment noted above. Note: The official position description on file with the designated agency is to reflect the required, primary technology directly relating to the duties of the position. Only those applicants possessing the experience in the required, primary technology listed in the position description & job posting are to be considered for any vacancies posted. The job posting must list the required technology commensurate with the position in question.

Job Skills: Information Technology

Technical Skills: Operation Support, Software Development/Implementation, Cybersecurity, Network Administration

Professional Skills: Customer Focus, Problem Solving, Responsiveness, Verbal Communication, Written Communication