Engineer, IT Support

About the role

As an IT Support Engineer, you are the face of IT for HG’s corporate users, based on-site in the Norfolk, Virginia corporate office, and one of the firm’s first dedicated in-house support hires. You own day-to-day help desk operations — resolving incidents, fulfilling employee requests, and keeping people productive — taking on the front-line support work previously handled by an outside provider and setting the standard for responsiveness and service quality.

Responsibilities

• Own first- and second-line corporate support firmwide alongside the New York-based engineers — resolving incidents remotely for all corporate users and serving as on-site support for the Norfolk office during core business hours; partner with the MSP on critical after-hours escalations.
• Partner with the New York-based support engineers to deliver consistent corporate support across both locations — sharing coverage, maintaining common standards and documentation, and providing mutual backup so firmwide support is continuous.
• Diagnose, troubleshoot, and resolve employee support requests, serving as the primary in-house resolution point rather than relying on the MSP for first-line support.
• Manage employee IT onboarding and offboarding — provisioning devices, accounts, and access on day one, and deprovisioning and securing data on exit.
• Configure and install hardware including laptops, workstations, printers, phones, video conference units, and mobile devices.
• Administer Microsoft 365, Intune, and Entra ID, including license assignment, device enrollment, and identity and MFA management.
• Create and maintain user account information, including access rights and group memberships.
• Support security standards (antivirus, patching, and access control).
• Track technical problems and issues through resolution via the help desk ticketing system.
• Provide tier-1 triage and routing for business application issues, directing them to the business applications team or vendor.
• Support audiovisual and video conferencing requests.
• Perform WAN/LAN troubleshooting.
• Serve as the in-house interface to the managed service provider (MSP), escalating tier-2 and infrastructure issues and tracking them through to resolution.
• Serve as on-site “eyes and hands” for the infrastructure team, including receiving equipment, cabling, and physical tasks that cannot be handled remotely.
• Maintain IT asset and hardware inventory, including lifecycle, warranty, and procurement coordination.
• Initiate and track service requests with third-party providers.
• Provide input and help maintain standard operating procedures, best practices, and customer service guidelines relating to end-user support.
• Help onboard and train future support hires as the in-house function grows.

Qualifications

• 2-5+ years of experience in IT support, help desk operations, or end-user services in a corporate environment.
• Strong hands-on experience supporting desktops, laptops, mobile devices, and peripheral hardware in a professional setting.
• Proficiency with Microsoft 365, including administration of Exchange Online, Teams, and SharePoint.
• Experience with Microsoft Intune and Entra ID (Azure AD), including device enrollment, identity management, and MFA configuration.
• Demonstrated experience configuring, deploying, and troubleshooting endpoint devices and enterprise applications.
• Working knowledge of networking fundamentals, including WAN/LAN troubleshooting.
• Familiarity with IT security best practices, including endpoint protection, patch management, and access control.
• Experience working with help desk ticketing systems and managing incidents through resolution with strong documentation practices.
• Ability to independently diagnose and resolve technical issues while escalating appropriately to infrastructure teams, MSPs, or vendors.
• Experience coordinating with managed service providers (MSPs) and third-party vendors to resolve escalated issues.
• Strong organizational skills with the ability to manage multiple priorities and respond effectively in a fast-paced environment.
• Excellent customer service and communication skills, with the ability to support users at all levels of the organization.
• Experience supporting audiovisual and video conferencing technologies (e.g., Teams Rooms, Zoom, conference room systems) preferred.
• Familiarity with IT asset management, including inventory tracking, lifecycle management, and procurement coordination preferred.