Senior IT Support Engineer

Responsibilities

• Provide technical support for Mac and Windows users, both in-office and remote
• Manage and resolve escalated tickets through our help desk system
• Administer and maintain our endpoint fleet through MDM—enrollment, configuration, policy management, and patching across Mac and Windows
• Serve as our Okta administrator—manage SSO, user provisioning/deprovisioning, app integrations, and access policies
• Troubleshoot networking issues including DHCP, DNS, VLANs, and basic routing
• Handle procurement, setup, and deployment of laptops and workstations for new hires and replacements
• Maintain and troubleshoot conference rooms and AV equipment, including Zoom Rooms
• Manage onboarding and offboarding processes, getting new users up and running quickly
• Create and maintain documentation for support processes and our internal knowledge base
• Partner with IT team members on larger projects and organization-wide technology rollouts
• Train users on security best practices and new technology

Qualifications

• 5+ years of hands-on IT support experience, including time in both fast-paced startup environments and larger enterprise organizations
• Strong troubleshooting skills across Mac and Windows platforms
• Hands-on experience administering MDM platforms (e.g., Intune, ManageEngine, Kandji/Iru, Jamf)
• Experience with Google Workspace, Office 365, and Slack administration
• Experience supporting conference room and AV environments, including Zoom Rooms
• Working knowledge of networking fundamentals and basic network troubleshooting
• Experience with cloud platforms (Azure, AWS, or GCP)
• Excellent communication skills—you can explain technical issues to anyone
• Strong organizational skills and ability to juggle multiple priorities
• Proven track record of taking ownership and driving issues to resolution

Preferred Qualifications

• ITIL 4 foundation or familiarity with ITIL best practices
• Scripting experience with PowerShell, Bash, or Python
• Experience supporting Linux workstations or environments
• IT certifications (CompTIA A+, Network+, Microsoft certifications)