Engineer, IT Support

Harbor Group Management•Norfolk, VA

2d•$75,000 - $90,000•Onsite

About The Position

As an IT Support Engineer, you are the face of IT for HG’s corporate users, based on-site in the Norfolk, Virginia corporate office, and one of the firm’s first dedicated in-house support hires. You own day-to-day help desk operations — resolving incidents, fulfilling employee requests, and keeping people productive — taking on the front-line support work previously handled by an outside provider and setting the standard for responsiveness and service quality. This role is built for someone who pairs deep, hands-on technical skills across desktop, hardware, networking, and security with the judgment and ownership to run a help desk in a fast-moving environment. You will work closely with the infrastructure and business applications teams, the managed service provider, and third-party vendors to resolve issues end-to-end, and you will help establish the processes, standards, and documentation that turn reactive support into an enterprise-grade function. Focus Areas: End-User Support, Help Desk Operations, Hardware & Desktop, Microsoft 365 & Endpoint Management, Audiovisual & Video Conferencing, Networking, Security & Access Management, Onboarding & Provisioning, IT Asset Management, Service Management

Requirements

2–5+ years of experience in IT support, help desk operations, or end-user services in a corporate environment
Strong hands-on experience supporting desktops, laptops, mobile devices, and peripheral hardware in a professional setting
Proficiency with Microsoft 365, including administration of Exchange Online, Teams, and SharePoint
Experience with Microsoft Intune and Entra ID (Azure AD), including device enrollment, identity management, and MFA configuration
Demonstrated experience configuring, deploying, and troubleshooting endpoint devices and enterprise applications
Working knowledge of networking fundamentals, including WAN/LAN troubleshooting,
Familiarity with IT security best practices, including endpoint protection, patch management, and access control
Experience working with help desk ticketing systems and managing incidents through resolution with strong documentation practices
Ability to independently diagnose and resolve technical issues while escalating appropriately to infrastructure teams, MSPs, or vendors
Experience coordinating with managed service providers (MSPs) and third-party vendors to resolve escalated issues
Strong organizational skills with the ability to manage multiple priorities and respond effectively in a fast-paced environment
Excellent customer service and communication skills, with the ability to support users at all levels of the organization

Nice To Haves

Experience supporting audiovisual and video conferencing technologies (e.g., Teams Rooms, Zoom, conference room systems) preferred
Familiarity with IT asset management, including inventory tracking, lifecycle management, and procurement coordination preferred

Responsibilities

Own first- and second-line corporate support firmwide alongside the New York–based engineers — resolving incidents remotely for all corporate users and serving as on-site support for the Norfolk office during core business hours; partner with the MSP on critical after-hours escalations.
Partner with the New York–based support engineers to deliver consistent corporate support across both locations — sharing coverage, maintaining common standards and documentation, and providing mutual backup so firmwide support is continuous
Diagnose, troubleshoot, and resolve employee support requests, serving as the primary in-house resolution point rather than relying on the MSP for first-line support
Manage employee IT onboarding and offboarding — provisioning devices, accounts, and access on day one, and deprovisioning and securing data on exit
Configure and install hardware including laptops, workstations, printers, phones, video conference units, and mobile devices
Administer Microsoft 365, Intune, and Entra ID, including license assignment, device enrollment, and identity and MFA management
Create and maintain user account information, including access rights and group memberships
Support security standards (antivirus, patching, and access control)
Track technical problems and issues through resolution via the help desk ticketing system
Provide tier-1 triage and routing for business application issues, directing them to the business applications team or vendor
Support audiovisual and video conferencing requests
Perform WAN/LAN troubleshooting
Serve as the in-house interface to the managed service provider (MSP), escalating tier-2 and infrastructure issues and tracking them through to resolution
Serve as on-site “eyes and hands” for the infrastructure team, including receiving equipment, cabling, and physical tasks that cannot be handled remotely
Maintain IT asset and hardware inventory, including lifecycle, warranty, and procurement coordination
Initiate and track service requests with third-party providers
Provide input and help maintain standard operating procedures, best practices, and customer service guidelines relating to end-user support
Help onboard and train future support hires as the in-house function grows