IT Support Engineer — Job Description

Overview An IT Support Engineer provides technical assistance to end users and internal teams, troubleshooting hardware, software, network, and system issues; maintaining IT assets; and ensuring reliable, secure access to services.

Key Responsibilities

• Helpdesk & user support: respond to tickets, calls, and chats; diagnose problems; provide timely resolutions and escalate when needed.
• Desktop support: install, configure, and maintain desktops, laptops, peripherals, and mobile devices (Windows, macOS, Linux, iOS, Android).
• Software support: install, update, and troubleshoot common productivity, collaboration, and line-of-business applications; manage licenses.
• Account & access management: create/manage user accounts, permissions, and group policies (Active Directory, Azure AD, Google Workspace); handle SSO and MFA issues.
• Network & connectivity: diagnose LAN/Wi‑Fi/VPN issues, configure routers/switches basics, and work with networking teams on escalations.
• Incident response: participate in incident triage, containment, and resolution; document steps and root causes.
• Asset management: track inventory, perform hardware refreshes, and maintain configuration records.
• System administration support: assist with server/VM provisioning, backups, monitoring, and patching; coordinate with sysadmins.
• Security & compliance: apply security best practices, enforce endpoint protection, manage patching, and follow policies for data protection and audits.
• Documentation & training: maintain knowledge base articles, runbooks, and user guides; provide end-user training and onboarding.
• Automation & tooling: develop scripts or use tools to automate repetitive tasks, improve ticket workflows, and monitor environments.
• Vendor coordination: liaise with hardware/software vendors and managed service providers for repairs, RMA, and escalations.

Required Qualifications

• Education: Associate or Bachelor’s degree in IT, Computer Science, or equivalent experience (or relevant certifications).
• Experience: 2+ years in IT support or helpdesk roles (varies by level).
• Technical skills:
• Proficiency with Windows and macOS troubleshooting; familiarity with Linux basics.
• Knowledge of Active Directory, Azure AD, Google Workspace, and identity/access management.
• Experience with common endpoint management tools (e.g., Intune, JAMF, SCCM) and ticketing systems (Jira Service Management, ServiceNow).
• Basic networking knowledge: TCP/IP, DNS, DHCP, VPN, Wi‑Fi.
• Familiarity with virtualization (VMware, Hyper-V) and cloud fundamentals (AWS/GCP/Azure) preferred.
• Scripting/automation: basic PowerShell, Bash, or Python helpful.
• Strong customer-service and communication skills.
• Certifications (preferred): CompTIA A+, Network+, Microsoft 365 Certified, Apple ACMT, or other vendor certs.

Nice-to-Have

• Experience with endpoint security tools (EDR/XDR), MDM solutions, and data loss prevention.
• Familiarity with VOIP/UC systems, printers, and AV equipment.
• Experience supporting remote/hybrid work environments and collaboration tools (Teams, Slack, Zoom).
• Exposure to ITIL processes and service management best practices.

Pay: $6,743.29 – $8,859.30 per month

Benefits:

• Health insurance
• Life insurance
• Relocation assistance
• Vision insurance

Work Location: In person