IT Support Engineer

Roles and Responsibilities

• Serve as the primary escalation point for unresolved incidents and service requests from Tech II support teams.
• Investigate, troubleshoot, and resolve complex technical issues involving user access, endpoint systems, applications, and infrastructure services.
• Perform ticket triage activities, ensuring proper prioritization, categorization, assignment, and timely resolution of incidents and requests.
• Execute and maintain SOX-compliant access provisioning, deprovisioning, and access review processes.
• Support warehouse operations and provide deskside technical support for corporate office and field personnel.
• Cookyware with third-party vendors to resolve hardware, software, telecommunications, and service-related issues.
• Develop and maintain PowerShell scripts to automate administrative tasks, improve operational efficiency, and enhance system management capabilities.
• Create, maintain, and update technical documentation, support procedures, knowledge base articles, and operational runbooks.
• Collaborate with infrastructure, security, application, and business teams to drive issue resolution and continuous improvement.
• Maintain monitoring of incidents and service requests from initiation through resolution while providing timely communication to stakeholders.
• Identify recurring issues and recommend process, technology, or documentation improvements to enhance the customer experience.

Required Skills and Experience

• Excellent customer service, communication, and problem-solving skills.
• 3-5 years of relevant IT support, service desk, or desktop support experience.
• Experience troubleshooting Windows operating systems, Microsoft 365 applications, Active Directory, and endpoint technologies.
• Experience with access management processes and security controls.
• Working knowledge of SOX compliance requirements related to user access management.
• Experience utilizing ITSM platforms for incident, request, and knowledge management.
• Proficiency with PowerShell scripting and task automation.
• Able to prioritize competing workloads and manage escalated incidents effectively.
• Strong technical documentation and knowledge management skills.
• Able to work independently while collaborating effectively across teams.

Prioritized Skills and Experience

• Experience supporting warehouse environments, distribution centers, or retail operations.
• Experience with Microsoft Entra ID (Azure AD), Intune, and Microsoft Endpoint Manager.
• Knowledge of identity and access management best practices.
• Experience supporting executive leadership and VIP users.
• Familiarity with project implementation and change management processes.
• Relevant industry certifications such as CompTIA A+, Network+, Security+, Microsoft Certifications, or ITIL Foundation.
• Experience coordinating with external technology vendors and service providers.

Physical Requirements

• Ability to move and install IT equipment including desktops, monitors, printers, and peripheral devices.
• Ability to work in warehouse, office, and retail support environments as needed.
• Ability to lift up to 30 pounds occasionally.