IT Support Engineer (Hybrid)
About The Position
Our IT Support Engineer is responsible for providing day-to-day technical support for business issues and requests, solving complex IT issues, and providing in-office support coverage. They are also responsible for the administration of our Microsoft 365 environment, with an emphasis on Teams, Entra, Intune, CoPilot, and Power Automate. The IT Support Engineer will be responsible for documenting work in tickets, drafting solutions and SOPs to enhance team productivity, and manage their projects effectively. This role will also share a responsibility for managing employee Onboardings, Offboardings, and Role Changes to ensure all IT work is completed correctly and in a timely manner. The IT Support Engineer will also work closely with the broader IT Operations and Security Engineering teams to analyze data to identify issues, create and successfully implement solutions, and automate workflows to increase operational efficiency. Our IT Support Engineers possess a passion for technology, excel at working at a fast pace, have excellent problem-solving skills, a customer-focused mindset, and enjoy creating innovative solutions for our staff.
Requirements
- Associate’s Degree in Computer Science, Information Technology, or related field; Certifications (CompTIA A+, Microsoft Certified Professional, etc.)
- 2+ years’ IT Support experience, including Service Desk support
- Microsoft 365 Administrative Center experience
- Advanced experience of Microsoft CoPilot and Power Automate platforms, developing automated and user-facing solutions
- Strong proficiency with Windows systems
- Experience with Linux/Mac systems
- Understanding of network concepts, technologies, and troubleshooting methodologies
- Excellent communication skills, both verbal and written
- Ability to multitask and prioritize effectively in a fast-paced environment
- Customer-focused attitude and strong problem-solving skills
Nice To Haves
- Bachelor’s degree in Computer Science, Information Technology or related field
- 3-5 years’ IT experience, including Service Desk support
- Configuration and maintenance of policies, settings, and packages within the Microsoft 365 ecosystem
- Advanced experience managing identities and endpoints in Entra and Intune
- Experience overseeing Service Desk operations, including onboarding and offboarding internal employees
- ITIL experience, using a modern Service Desk ticketing tool (FreshService or similar)
Responsibilities
- Day to day administration of MLP’s M365 environment
- Provide technical support to users via phone, Microsoft Teams, email, or in-person
- Troubleshoot hardware and software issues, diagnose problems, and provide effective solutions
- Oversee New Hire Onboarding, employee offboarding, and role changes.
- Prepare, deploy, maintain, and lifecycle hardware in the office and given to users
- Maintain an inventory of hardware and software assets at various work locations
- Provide technology training to users on how to use common applications, systems, and services
- Assist with the development, implementation, and deployment of software and system updates
- Create, publish, and maintain knowledge articles and self-help guides
- Collaborate with other IT Operations and Technology Engineering team members to resolve complex issues and complete projects
- Promote innovative solutions to internal clients regarding Microsoft Productivity offerings
- Take ownership of issues and requests through resolution or escalation.
- Other duties as assigned.
Benefits
- Two Healthcare Insurance options (Traditional PPO or HSA with employer contribution)
- Dental and Vision Insurance
- 401(k) plan with company contribution and free access to financial advisors
- Generous Paid Time Off (PTO) program with 23-39 days annually based on years of service, plus prorated PTO for new hires
- Free Aura® Identity Theft & Fraud Protection
- Free access to the MetLife Legal Plans benefit
- Company-paid Short- and Long-Term Disability
- Corporate discounts
- Market-competitive salaries with annual bonus eligibility
- Nine company-paid holidays
- Paid parental leave
- Parking or RTA subsidy for Cleveland employees
- Pet Insurance
- Tuition Reimbursement Program
- Voluntary Accident and Critical Illness Insurance
- Volunteer Day
- Robust Employee Assistance Program (EAP)
- Financial wellness tools, education, and coaching
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
