IT Support Engineer

What You'll Do

• Provide onsite and remote desktop support for all IT-related issues through ticketing system, walkups, or remote desktop tools to diagnose and resolve hardware and software issues.
• Install, configure, and maintain laptops including upgrades and replacements; troubleshoot hardware problems and coordinate repairs with vendors.
• Assist in selection and procurement of IT equipment; manage inventory and asset tracking.
• Install, configure, and troubleshoot SaaS applications, operating systems, and security updates; assist with software licensing.
• Modify, create, and deactivate user accounts, email addresses, and access permissions; ensure proper access control and user authentication.
• Assist users with network connectivity, troubleshooting network issues, and configuring VPN and Wi-Fi.
• Maintain accurate records of support tickets, resolutions, and inventory; create and update user guides and knowledge base articles.
• Enforce company IT policies and compliance with data protection and privacy regulations.
• Manage and lead onboarding logistics, IT training for new hires, and offboarding logistics for equipment retrieval.
• Support local A/V operations, company All Hands events, and ad-hoc local events.
• Provide white glove support to C-level executives.
• Participate in on-call rotation for IT support and monitoring/alerting (after-hours and weekends).
• Accountable for site IT operations and maintenance (workstation setups, conference room upkeep, ticket queue, network checks).
• Assist IT leadership and cross-functional teams with project deliverables.

What We're Looking For

• 4+ years of experience in a customer-facing IT Support function.
• 4+ years of experience in administration of SaaS tools (Okta, Google Workspace, Slack, Atlassian, Zoom, Jamf, Intune, Cisco Meraki, etc.).
• Strong familiarity with macOS, Windows, iOS, and Android operating systems and devices.
• Strong experience with Jamf for troubleshooting Apple devices and Azure/Intune for Windows devices.
• Strong A/V and video conferencing setup and troubleshooting experience.
• Proven ability as an IT Specialist in a fast-paced corporate environment.
• Ability to lift and carry items weighing 10-50 pounds.
• Bachelor’s degree in Information Technology or computer-related field is a huge plus.

Focus on the customer: Be knowledgeable of customers' business and requests to drive higher service levels and satisfaction; establish strong relationships through trust and respect.

Communicate with Candor: Propose ideas thoughtfully, invite feedback, make decisions using data or reasoned pros/cons, maintain cooperative demeanor and mutual respect, keep confidentiality when required.