IT Support Engineer I

Responsibilities

• Employee Experience & Service Delivery: Provide high‑quality technical support across all channels (in‑person, phone, chat, self‑service, email, remote). Own technology issues from intake through Level 2 resolution, supporting incidents, requests, hardware, software, access, collaboration, endpoint, and workplace services. Emphasize communication, ownership, responsiveness, and follow‑through while reducing unnecessary escalations.
• Proactive Experience Engineering: Monitor Digital Employee Experience (DEX) signals, operational telemetry, service trends, and employee feedback to identify emerging friction. Partner with engineering and infrastructure teams to remediate root causes, automate repeatable tasks, standardize solutions, and educate employees.
• Problem Solving & Continuous Improvement: Analyze support patterns and root causes to uncover trends and improvement opportunities. Recommend and implement service improvements aligned with continual service improvement (CSI) objectives, shifting repeatable Level 2 activities into documented, supportable practices.
• Automation & Knowledge Management: Create and maintain knowledge‑base articles, troubleshooting guides, and technical documentation. Identify repeatable activities for automation, leveraging AI‑enabled tools, self‑service, Virtual Agent, and standardized processes to boost first‑owner resolution.
• Operational Excellence: Follow Incident, Request, Problem, Change, Asset, Knowledge, and Continual Improvement management practices. Contribute to SLA, XLA, customer‑satisfaction, and first‑contact resolution targets, and support organizational readiness during technology deployments and business initiatives.

Key Performance Outcomes

• Resolve issues quickly and completely on first contact, minimizing avoidable escalations, reassignments, and repeat incidents.
• Improve employee experience and customer satisfaction through responsive, high‑quality support.
• Contribute reusable knowledge and identify automation opportunities that increase team effectiveness.
• Maintain healthy, current ticket backlogs.
• Support broader team and organizational goals.

Qualifications

• Associate degree in Information Technology, Computer Science, Business, or related field, or equivalent professional experience.
• 3+ years of experience in IT support, desktop support, service‑desk operations, end‑user computing, or technical support.
• Experience supporting Windows, Microsoft 365, and endpoint hardware.
• Experience using ITSM platforms such as ServiceNow.
• Experience with endpoint management tools, automation platforms, scripting, or workflow automation.
• Strong troubleshooting and analytical skills; ability to independently resolve moderately complex employee technology issues.
• Excellent customer service, communication, and relationship‑building abilities.
• Preferred: Bachelor’s degree in Information Technology, Computer Science, or related field.
• Preferred: ITIL Foundation certification.
• Preferred: Experience with DEX platforms such as Nexthink or similar.
• Preferred: Experience supporting enterprise‑scale end‑user computing environments and AI‑enabled platforms.

Pay

Salary range: $75,000 – $90,000 per year. The posted range reflects the applicable geographic market and may vary based on experience, skill set, and other relevant factors.

Benefits

• Medical, dental, and vision insurance (eligible employees and families).
• Basic life and accidental death insurance.
• Paid disability insurance and paid parental leave (if eligible).
• Employee Assistance Program.
• Paid sick leave, vacation time, and company holidays (if eligible).
• Paid bereavement leave and paid jury duty.
• 401(k) plan and additional retirement plan options.
• Discretionary and/or metric‑based bonuses, dependent on position.

Work Environment

The role is performed in a climate‑controlled office environment with typical exposure to computer screens and a moderate noise level.

Immigration Sponsorship

The employer does not sponsor any immigration‑related benefits for this position, including non‑immigrant status sponsorship, international student employment sponsorship, or employment‑based permanent resident status.