IT Operations Engineer

Target • Brooklyn Park, NC

7d • Onsite

About The Position

The IT Operations Engineer is the front line for restoring productivity at scale. This role involves diagnosing and resolving complex hardware, software, and account issues across Windows and macOS, stabilizing collaboration and conferencing experiences, and ensuring secure, compliant, and well-documented outcomes. The engineer will operate in a mixed support model, including walk-up concierge, scheduled virtual/onsite appointments, onboarding sessions, and recurring workshops. This role also partners with engineering and product teams to drive durable fixes and continuous improvement.

Requirements

• 1+ years of relevant technical support experience (for example, service desk/help desk, desktop support, or field services roles in a corporate, retail, or higher-education setting).
• Demonstrable knowledge of macOS, Windows, and Microsoft 365 Copilot.
• Proven, repeatable troubleshooting routines that balance speed, safety, and documentation.
• Ability to multitask effectively (e.g., speaking with users while documenting and navigating multiple systems).
• Commitment to continuous learning through formal training and self-directed education.
• Strong customer-support mindset with excellent problem-solving and analytical skills.
• Ability to build trusted relationships with end users, understand needs, and translate them into technology solutions.
• Strong written and verbal communication skills.
• Adaptable in a rapidly changing environment; fast learner, self-starter, highly motivated.
• Comfort with ambiguity and a consistently positive, solutions-oriented attitude.
• Familiarity with IT service management and ITIL practices (e.g., working in a modern ticketing platform).
• Familiarity with Agile ways of working (e.g., Scrum, Kanban).

Nice To Haves

• Experience supporting collaboration platforms.
• Exposure to device management and compliance tooling for Windows and macOS.
• Hands-on work with knowledge management (creating/updating KBs, playbooks, runbooks).
• Experience coordinating with cross-functional partners (engineering, security, procurement, facilities) to land end-to-end outcomes.

Responsibilities

• Provide high-level technical support to end users daily, delivering rapid, safe resolution of hardware, software, and environmental issues.
• Educate users on existing and emerging technologies and recommended ways of working.
• Perform preventative maintenance to ensure endpoint, application, and peripheral stability.
• Coordinate and collaborate with partner support and engineering teams to drive timely, high-quality resolution and clean handoffs.
• Adhere to—and advocate for—enterprise information security policies and best practices; safeguard data throughout troubleshooting and fulfillment.
• Drive continuous improvement by developing standards, playbooks, and knowledge articles; identify and execute process enhancements that improve speed, quality, and user experience.
• Execute Information Technology Infrastructure Library (ITIL) - aligned IT service management in the ticketing system (Incident, Request, Problem, Knowledge), maintaining accurate, audit-ready documentation.
• Support fulfillment workflows (deployments, recoveries) with clear chain of custody and inventory accuracy.
• Communicate clearly with stakeholders—setting expectations, providing status and expected completion times, and confirming outcomes.

Benefits

• Comprehensive health benefits and programs (medical, vision, dental, life insurance)
• 401(k)
• Employee discount
• Short term disability
• Long term disability
• Paid sick leave
• Paid national holidays
• Paid vacation

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed