IT Support Engineer

Responsibilities

• Provide technical support and troubleshooting for desktop systems, applications, and network connectivity.
• Diagnose and resolve hardware, software, and network issues.
• Assist users with operating system, application, and hardware-related questions.
• Install, configure, and maintain desktop and laptop computers, peripherals, and mobile devices.
• Perform routine maintenance and updates on hardware and software systems.
• Manage and troubleshoot issues with various operating systems, including macOS and Linux.
• Support and troubleshoot network-related issues, including LAN, WAN, and VPN connectivity.
• Configure and manage network devices such as routers, switches, and wireless access points.
• Ensure network security and monitor network performance.
• Provide user training on software applications and best practices for system use.
• Create and maintain detailed documentation of support processes, technical issues, and solutions.
• Develop user guides and technical documentation.
• Manage inventory of IT assets, including hardware and software licenses.
• Ensure proper tracking and documentation of IT assets.
• Coordinate with vendors for procurement and repair of IT equipment.
• Maintain accurate and up-to-date records of IT assets.
• Implement and maintain security protocols to protect data and systems.
• Ensure compliance with organizational policies and procedures.
• Assist with security audits and vulnerability assessments.
• Ability to fully assist in SOC/ISO/HIPAA/Client audits from an IT controls perspective.
• Manage user accounts, permissions, and access controls in accordance with company policies.
• Configure and maintain identity and access management systems (e. g., JumpCloud, Google Workspace, Slack, etc).
• Ensure secure and compliant access to IT resources.
• Facilitate the IT onboarding process for new hires, including account creation, hardware setup, and software installation.
• Conduct IT orientation sessions for new employees.
• Manage the IT offboarding process, ensuring secure deactivation of accounts and retrieval of company assets.
  

Requirements

• Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• Proven experience as an IT Support Engineer or Desktop Support Engineer, or similar role.
• Experience with the latest technologies and tools in IT support.
• Experience with access management, user onboarding/offboarding, and application management.
• Proficiency in Mac OS, Windows, and Linux operating systems.
• Knowledge of GWS, Slack, Atlassian, and other productivity software.
• Experience with identity and access management systems (e. g., JumpCloud, JAMF, Active Directory, LDAP).
• Familiarity with cloud technologies and services (e. g., AWS, Azure, Google Cloud).
• Understanding of network fundamentals and troubleshooting.
• Excellent problem-solving and analytical skills.
• Strong communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Customer-oriented mindset with a focus on delivering high-quality support.
• Hardware & Networking, CompTIA A+, Network+, or Security+.
• ITIL Foundation Certification.
• CCNA, CCNP, MCSE, MCSA.
• Experience with automation tools and scripting (e. g., PowerShell, Bash).
• Familiarity with ITSM tools (e. g., ServiceNow, Jira Service Desk).
• Knowledge of endpoint management solutions (e. g., MDM, SCCM, Intune).