IT Support Engineer

CAPITAL AREA FOOD BANK•Washington, DC

66d•$60,700 - $78,000•Hybrid

About The Position

The IT Support Engineer provides application and engineering support for the IT infrastructure and services used by Capital Area Food Bank staff. The role maintains and configures existing systems, explores and implements new IT services, creates system documentation, and cross-trains staff to support ongoing engineering needs. The engineer serves as a subject matter expert for assigned systems, services, and projects, and supports daily IT operations by training and coaching IT Support Technicians and IT Interns. The position also provides Tier 2/3 escalation support for hardware, software, and peripheral issues, with a focus on resolving technical problems accurately and promptly. The position is based in Washington, DC, with a hybrid schedule available and periodic site visits to other locations in the DC metropolitan area, including the Lorton, Virginia facility. Regular hours are Monday through Friday, 9:00 a.m. to 5:00 p.m.; weekends or extended hours may be needed for special events. The stated annual salary range is $60,700 to $78,000. The role reports to the Enterprise IT Manager.

Requirements

At least 3 years of related work experience, or equivalent related certifications and/or education.
Experience with Microsoft 365, Azure, Active Directory administration, and Entra.
Experience implementing, configuring, and administering SaaS software such as NetSuite, Jira, SharePoint, and Microsoft 365.
Experience working with Microsoft automation tools such as Power BI and Fabric.
Understanding of AI tools and implementation, including Copilot and Claude.
Understanding of business process automation tools such as Microsoft Power Automate, Flows, and Jira Automation.
Experience configuring Mobile Device Management applications; Intune is preferred.
Advanced hardware and computer provisioning skills.
Ability to learn new software and hardware systems.
Experience with IT service desk or help desk processes and environments.
Experience designing IT process workflows, including ITIL/ITSM.
Experience with security incident response.
Experience leading projects to implement new IT services.
Knowledge of IT security principles, IT service management, and asset management.
Skill with warehouse technologies such as barcode scanners, label printers, and mobile devices.
Ability to work within the Microsoft 365 environment, including SharePoint, Outlook, and Office.
Ability to provide support remotely through video, chat, and written communications.
Technical and process documentation skills.
Ability to lift equipment weighing more than 20 pounds.
Willingness to work weekends or extended hours for special events.

Nice To Haves

Excellent technical research skills.
Strong analytical and problem-solving skills, including the ability to research and identify solutions.
Strong attention to detail.
Track record of working successfully with diverse teams toward a common goal.
Interest and precision in working without detailed instructions, data entry, and automations.
Ability to handle personal information discreetly.
Excellent verbal and written communication skills.
Excellent time management skills and a proven ability to meet deadlines.
Experience configuring Mobile Device Management applications, with Intune preferred.

Responsibilities

Independently manage IT systems and services, and identify opportunities to simplify, automate, and improve the accuracy of systems-management processes.
Manage the selection, testing, configuration, and deployment of hardware, software, networks, and SaaS platforms.
Create automation tools and scripts to improve IT business processes and efficiency.
Manage internal and external IT project requests.
Create project documentation and plans for systems management and implementations; manage individual and multi-team projects.
Write technical specifications, design documentation, and end-user process and system documentation.
Create and deliver training materials through live video, in-person sessions, or pre-recorded sessions.
Manage escalations in the IT support ticket queue to meet established service levels.
Handle advanced service requests involving application automations, business processes, and functions.
Train and coach junior IT staff on Tier 1 support requests.
Define methods for provisioning users, computer hardware, and network and telecommunications configurations.
Resolve common questions and issues regarding IT systems and processes.
Apply IT service management principles through reporting, incident management, and appropriate escalation.
Monitor system alerts, repair minor errors, and escalate issues when needed.
Conduct periodic account security check-ins and monitor at-risk users weekly.
Perform other related duties as assigned.
Provide tier 2/3 technical escalation support for issues involving hardware, software, and peripherals.
Conduct periodic site visits to other locations in the DC metropolitan area, including the Lorton, Virginia facility.