Cloud & Field Services Technician (Two opportunities)

CP Unlimited is a leading nonprofit organization dedicated to supporting individuals with intellectual and developmental disabilities. With programs spanning residential, clinical, and day services across the New York Metropolitan area, CP Unlimited leverages innovative technology to improve care coordination, operational efficiency, and service delivery for the people it supports.

We are seeking an experienced Cloud & Field Services Technician to join our enterprise technology team. This hybrid role requires three days per week on-site or traveling between program locations and two days remote. To ensure reliable access to the locations they support, candidates must reside within the five boroughs. One opportunity will support Brooklyn and Staten Island and the other will support Bronx, Queens and Manhattan.

This position plays a key role in maintaining the stability, performance, and security of our enterprise systems, cloud services, and end-user environments. The role combines hands-on systems administration with field service experience to ensure reliable infrastructure operations, responsive user support, and compliance with security and data protection standards.

You will also support infrastructure modernization initiatives, including workstation upgrades, cloud integrations, and the deployment of new IT solutions that enhance mission-driven operations. Participation in a rotating on-call schedule, including weekend coverage and incident response, is required.

Key Responsibilities:

Cloud Desktop & Intune Experience

• Support cloud-managed Windows desktops, laptops, shared workstations, and mobile devices using Microsoft Intune and related endpoint management tools.
• Assist with Microsoft Intune policy deployment, application delivery, compliance settings, endpoint profiles, configuration profiles and device actions.
• Troubleshoot Intune enrollment issues, Autopilot failures, device registration conflicts, stale device records, compliance failures, and profile deployment issues.
• Diagnose device configuration issues, including failed application deployments, BitLocker policy errors, Defender/Endpoint Protection settings, Windows Update failures, and device compliance problems.
• Support Windows Autopilot provisioning, device preparation, user assignment, hardware replacement, and post-deployment validation
• Resolve desktop performance, authentication, and connectivity problems related to Microsoft 365 services, including Outlook, Teams, OneDrive, SharePoint, and Microsoft Edge.
• Troubleshoot user profile issues, OneDrive sync failures, Teams audio/video problems, Outlook sign-in loops, device trust issues, and Microsoft 365 licensing or activation problems.
• Use Intune, Microsoft Entra ID, Microsoft 365 Admin Center, and related portals to review alerts, compliance status, device health, user sign-ins, and corrective actions.
• Support remote software updates and patching, including Windows Update for Business, quality updates, feature updates, driver updates, and remediation of failed or partially applied updates.

Field Services & End-User Support

• Provide hands-on technical support at CP Unlimited program locations, offices, residences, clinics, and day programs across the New York Metropolitan area.
• Serve as an escalation point for field support issues requiring advanced troubleshooting, coordination, or on-site validation.
• Perform on-site installation, replacement, configuration, and troubleshooting of desktops, laptops, thin clients, printers, scanners, mobile devices, docking stations, monitors, phones, and network-connected equipment.
• Support hardware refreshes, workstation upgrades, system deployments, office moves, facility expansions, and new program openings.
• Configure and validate user workstations, shared devices, cloud-managed desktops, iPads, mobile devices, and specialized equipment used in program operations.
• Support video conferencing systems, conference room equipment, Teams-enabled devices, webcams, headsets, speakers, displays, and related collaboration tools.
• Troubleshoot end-user issues involving Windows, Microsoft 365, Teams, Outlook, OneDrive, printers, shared drives, browser access, SaaS applications, and account access.
• Coordinate with users, managers, vendors, and technical teams to schedule site visits, resolve issues, and minimize disruption to business and program operations.

Networking Skills

• Troubleshoot basic Layer 2 and Layer 3 network issues, including VLAN assignment, switch port status, gateway reachability, DNS, DHCP, IP addressing, and basic routing concerns.
• Diagnose wired connectivity issues involving patch cables, wall jacks, switch ports, patch panels, workstations, printers, phones, and other network-connected devices
• Assist with wireless connectivity issues, including SSID access problems, weak signal, roaming complaints, authentication failures, and basic Wi-Fi performance concerns.
• Use tools such as Cisco Meraki, switch management interfaces, endpoint diagnostics, and network monitoring platforms to validate device connectivity and site health.
• Support network troubleshooting during outages, service degradation, circuit issues, device moves, and new equipment deployments.
• Escalate complex network issues to infrastructure, network, carrier, or vendor support teams with clear documentation and troubleshooting evidence.
• Provide on-site validation during network changes or outages

Low Voltage, Cabling and Camera Installations

• Perform structured cabling runs (Cat5e/Cat6), terminations, and labeling
• Install and support IP-based security cameras and NVR systems
• Assist with mounting and deployment of network and AV equipment
• Ensure installations meet organizational and safety standards
• Coordinate with vendors when required for larger installations

Project Implementation Experience

• Support deployment of cloud desktop solutions and endpoint standardization
• Participate in site rollouts, relocations, and infrastructure upgrades
• Assist with testing, validation, and user onboarding
• Contribute to SOPs and technical documentation

Training & Documentation

• Mentor junior technicians and provide technical guidance
• Create and maintain documentation and knowledge base articles
• Provide end-user training for new systems and tools

Qualifications:

• Minimum 2+ years of experience in IT field services, enterprise desktop support, endpoint support, or a similar technical support role.
• Experience supporting multiple remote sites, field locations, or distributed users in a professional IT environment.
• Working knowledge of Microsoft 365 applications, including Outlook, Teams, OneDrive, SharePoint, and Microsoft 365 Apps.
• Strong interpersonal skills with the ability to communicate clearly and professionally with staff, vendors, leadership, and technical teams.
• Ability to manage priorities, travel between locations, work independently, and adapt to changing operational needs.
• Maintain accurate documentation, asset records, ticket updates, and technical procedures.
• Experience with cloud-managed desktops (Intune, AVD, Windows 365, or similar)
• Knowledge of Microsoft 365, Azure/Entra ID

Hands-on experience with:

• Hardware deployment and support
• Basic networking (switching, Wi-Fi, troubleshooting)
• Cabling and low-voltage installations (preferred)
• Camera/security system installation (preferred)