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 the 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 connections.
• Maintain accurate records of support tickets, resolutions, and hardware/software inventory. Create and update user guides and knowledge base articles.
• Enforce company IT policies and procedures, including compliance with data protection and privacy laws.
• Manage and lead onboarding logistics, IT training for new hires, and offboarding logistics for retrieving equipment.
• Support local A/V operations, company All Hands events, and ad-hoc local events.
• Provide white glove support to C-level executives.
• Participate in an on-call rotation schedule for IT Support and monitoring/alerting activities, including after-hours and weekends.
• Accountable for site IT operations and maintenance (workstation setups, conference room upkeep, managing ticket queue, network checks, etc.).
• Assist IT leadership and cross-functional teams with project-level 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 and knowledge of Jamf for troubleshooting Apple devices, and Azure/Intune for troubleshooting Windows devices.
• Strong A/V & 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 any Computer-related degree is a huge plus.
• Focus on the customer, establish strong relationships, communicate with candor, make data-driven decisions, and maintain confidentiality.