IT Support Engineer

Key Responsibilities And Duties

• Provide both frontline and escalated technical support, handling the full range of incidents and service requests from initial intake through resolution
• Diagnose and resolve advanced hardware, software, network, and connectivity issues for end users
• Respond to and manage incidents and service requests through the ticketing system, meeting required SLAs
• Administer user accounts, security groups, and permissions in Active Directory and Microsoft Entra ID
• Install, configure, and troubleshoot software applications and endpoint management tools
• Follow workflow in accordance with quality standards
• Image, deploy, configure, and maintain laptops, desktops, mobile devices, and peripherals
• Document solutions, create knowledge base articles, and maintain standard operating procedures
• Share knowledge across the IT team and help end users build self-service skills to reduce repeat issues
• Identify recurring issues and recommend process or system improvements
• Own IT asset management across the equipment lifecycle, including tracking, assignment, inventory accuracy, and retirement of hardware and software
• Maintain employee IT profiles and ensure each user’s computer remains compliant with company IT and security policies
• Any and all other duties, as assigned

Knowledge, Skills, Abilities

• Advanced troubleshooting skills across Windows and macOS, Microsoft 365 / MS Office, and common business applications
• Strong proficiency with computers and all MS Office / Microsoft 365 products
• Working knowledge of Active Directory, Microsoft Entra ID (Azure AD), and endpoint management tools (Intune, SCCM, or MDM)
• Familiarity with networking fundamentals (TCP/IP, DNS, DHCP, and VPN)
• Experience using AI-powered tools (e.g., Microsoft Copilot, AI assistants) to troubleshoot, draft documentation, and improve support efficiency
• Demonstrated ability to manage a myriad of demands and prioritize effectively
• Strong analytical and problem-solving skills
• Maintains accountability for actions (ownership of work)
• Excellent written and verbal communication skills

Qualifications Requirements

• Basic 3+ years of experience in an IT Help Desk, desktop support, or technical support position
• Demonstrated experience resolving escalated incidents and supporting Windows, Microsoft 365, and Active Directory environments
• 25% Travel Required
• Preferred BS in computer science, computer engineering, or a similar discipline
• 5+ years of experience in an IT Help Desk position
• Experience with NinjaOne, Freshservice, Fortinet products, or cybersecurity is a plus
• Scripting experience with PowerShell, VBScript, or JavaScript is a plus