IT Support Engineer
About The Position
Global Strategy Group (GSG) is seeking an IT Support Engineer to join their Information Technology team. This role is the primary point of contact for end-user technology support, aiming to deliver outstanding customer experience and ensure employees have the necessary technology for productivity. The IT Service Desk Engineer will provide technical support in a modern cloud-based environment, troubleshoot hardware and software, manage endpoint deployments, administer user accounts, and contribute to IT service improvements. Success requires exceptional customer service, strong technical troubleshooting, and a proactive problem-solving approach. This position reports to the Senior Vice President, Information Technology and collaborates with the Systems Administrator to maintain a secure, reliable, and efficient technology environment. The ideal candidate is a problem-solver, takes ownership, communicates effectively with technical and non-technical users, and is passionate about providing excellent support.
Requirements
- 2–3 years of experience in an IT support, service desk, desktop support, or similar customer-facing technical role.
- Experience supporting technology in a hybrid office environment.
- Exceptional customer service and interpersonal communication skills.
- Strong troubleshooting and analytical problem-solving abilities.
- Experience supporting Microsoft Windows 11 in an enterprise environment.
- Experience supporting Microsoft 365 applications and services.
- Experience with endpoint deployment and management tools.
- Experience with IT service management platforms and ticketing systems.
- Demonstrated curiosity and a willingness to continuously learn new technologies.
- Demonstrated ability to manage multiple competing priorities while maintaining a high level of customer service.
- Ability to explain technical concepts to non-technical users.
- Strong written and verbal communication skills.
- Excellent organizational, time management, and prioritization skills.
- Ability to work independently while collaborating effectively within a team.
Nice To Haves
- Experience with Microsoft Entra ID.
- Experience with Microsoft Intune and Windows Autopilot.
- Experience supporting Okta, Zoom, Slack, PrinterLogic, and Box.
- Experience with Freshservice or similar ITSM platforms.
- Knowledge and understanding of cybersecurity best practices.
- Knowledge of Microsoft Defender.
- Microsoft Fundamentals, Comptia A+, Net+, Sec+ certifications are a plus
- Bachelor’s degree in a related field, or a combination of education and experience.
Responsibilities
- Serve as the primary point of contact for employee technology support requests via phone, chat, and walk-up.
- Deliver exceptional customer service by taking ownership of technical issues through resolution.
- Troubleshoot and resolve hardware, software, and connectivity issues across Windows and Mac endpoints, mobile devices, printers, related peripherals.
- Support and maintain conference room technology, including audiovisual equipment, displays, conferencing systems, and room peripherals.
- Support GSG's enterprise SaaS applications, including Microsoft 365, Zoom, Slack, Box, and other business-critical platforms.
- Provision, deploy, and support Windows and Mac devices using Microsoft Intune and Windows Autopilot.
- Administer user accounts, licensing, multifactor authentication, and access requests within Microsoft Entra ID and Okta.
- Perform employee onboarding and offboarding activities, including equipment preparation, account provisioning, and access management.
- Install, configure, and maintain standard desktop software and hardware.
- Maintain accurate asset inventory and lifecycle documentation.
- Create and maintain internal knowledge base articles and end-user documentation.
- Escalate complex technical issues to the Systems Administrator while maintaining ownership of customer communication throughout resolution.
- Coordinate with technology vendors to resolve hardware, software, and service issues.
- Identify recurring support issues and recommend process improvements to enhance the employee experience.
- Build trusted relationships with employees by providing friendly, responsive, and reliable technology support.
- Support IT projects and technology deployments as assigned.
- Contribute to other Information Technology initiatives as identified.
Benefits
- excellent coverage for medical, vision, and dental insurance
- paid parental leave
- generous time off and holidays
- 401k with employer match
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
