Senior It Support Engineer

TEKsystems•Washington, DC

3d•$110,000 - $130,000•Hybrid

About The Position

The Senior IT Support Engineer provides basic-to-advanced technical support for end-user desktops, laptops, mobile devices, applications, and peripherals. The role assists users in person and through digital communication, troubleshoots and resolves issues, and delivers technology requests, tasks, and projects. It also manages and supports satellite-office IT infrastructure, systems, servers, networks, security, computers, mobile devices, technology products, and software. The position supports users and office technology through hardware and software deployment, administration, maintenance, documentation, and inventory management. It provides higher-level troubleshooting and administration for complex requests, leads desktop-support projects, coordinates with vendors and internal operations teams, and helps improve support efficiency, security, and user experience. The role is hybrid in Washington, DC, with in-person attendance four days per week and after-hours/on-call support as needed.

Requirements

At least 8 years of technical user-support experience.
Bachelor's degree required, preferably in information technology or a related field.
Experience delivering customer-oriented technical support in person and/or remotely, including responding to tickets received by email, phone, text, walk-in, chat, or video call.
Intermediate-to-advanced troubleshooting skills and strong foundational knowledge across diverse technical platforms.
Experience supporting Windows desktops and laptops, accessories, Mac desktops and MacBooks, iOS devices, and Android and iOS phones and tablets.
Experience creating user accounts and groups and assigning and maintaining resource permissions across Microsoft server applications, Windows-based server applications, appliances, devices, and systems.
Experience administering and supporting Windows Server, Active Directory, Microsoft Exchange, Windows file and print servers, Windows 10/11, and Mac operating systems.
Experience supporting corporate software such as Microsoft Office and Microsoft 365, Zoom, Adobe Acrobat, web browsers, and endpoint agents.
Experience with remote-control solutions and corporate computer imaging solutions such as SmartDeploy.
Experience performing Windows and Mac updates, testing updates and patches before broader deployment, and configuring patch-management solutions.
Experience maintaining technical documentation, internal knowledge bases, checklists, processes, user guides, manuals, and how-to materials.
Experience managing hardware inventory with an asset-management tool or Excel.
Strong interpersonal, communication, client-facing, organizational, and attention-to-detail skills.
Ability to prioritize work, complete projects on time, collaborate effectively, and work independently as needed.
Service-oriented, reliable, punctual, and committed to regular office attendance and professional service to executives and colleagues at all levels.
Experience in highly secure and confidential environments, with discretion, confidentiality, professional ethics, and integrity.
Commitment to in-person attendance in accordance with the hybrid schedule: four days per week in the office.

Nice To Haves

Experience in small-to-medium-scale environments of fewer than 100 people.
Experience in boutique financial services, a law firm, or a family office.
Experience supporting HP printers and Canon copiers.
Experience assisting with, managing, or supporting data-center infrastructure and components, including network equipment, security appliances, server hardware, storage appliances or arrays, UPS, PDUs, and environmental-monitoring devices.
Experience managing telecom PBX platforms such as Avaya IP Office.
Experience supporting remote-access solutions such as VMware Horizon virtual desktops and Palo Alto GlobalProtect VPN endpoints.
Experience supporting email-filtering gateways such as Mimecast.
Experience managing security endpoint portals such as Sophos.
Experience managing door-access-control solutions.

Responsibilities

Provide onsite and remote technical assistance; diagnose, troubleshoot, resolve, and follow up on user issues and support tickets.
Monitor and document support requests, troubleshooting steps, resolutions, and practices in the helpdesk system and internal knowledge base.
Train users on supported hardware, software, and services, gather feedback, and maintain training guides.
Provide after-hours and on-call support as needed, and handle potential security threats and events with higher priority.
Provide advanced troubleshooting and administration for requests that cannot be resolved through first- or second-level support.
Collaborate with operations groups to support efficient user onboarding and offboarding.
Check workstation cabling and docking-station connections, guide remote employees on home-office connectivity, and help visiting staff use office technology.
Set up, test, deploy, and maintain computers, printers, mobile devices, office phones, and conference-room audio/video equipment.
Administer Windows Server operating systems, server-based applications, SaaS and cloud administration portals, network and storage appliances, and systems.
Deploy and maintain corporate-standard software and computer patch-management solutions.
Perform hardware and software upgrades, security patches, firmware updates, equipment refreshes and replacements, and optimizations.
Keep physical and virtual computer patterns and images current with security patches and software versions.
Coordinate with Facilities and Office Services on office technology, cabling, copier troubleshooting and maintenance, issuing, and IDF room maintenance.
Provision and track building security ID cards; manage electrical shutdowns that require powering down network equipment and restarting workstations.
Create, maintain, and follow IT processes, procedures, checklists, and knowledge-base documentation.
Enter new hardware, software, and service-license information; track hardware changes, replacements, repairs, and inventory.
Set up, test, deploy, and maintain the corporate asset-management tool.
Learn new technologies, lead desktop-support projects such as operating-system migrations and upgrades, and research tools to improve support, efficiency, and security.
Coordinate with external vendors on requests, projects, and escalated issues; oversee ISP, software-provider, and technical-contractor work to ensure service continuity and completion.
Partner with administrative and Facilities staff on office or building events affecting IDF rooms, user hardware, cabling, systems, or network equipment.
Identify opportunities for automation that improve team efficiency and user experience.