Support Engineer Jobs

About The Position

Requirements

• High school education and 6–9 years of experience, or commensurate experience.
• At least 6 years of experience in IT support.
• Expert-level IT field support and leadership skills, including managing and directing complex service request fulfillment and network and computer systems administration across multiple operating systems.
• Advanced proficiency in mobile device support, intricate desk-side tasks, and deployment strategies.
• Ability to provide comprehensive IT support to TSA airport staff, regional management staff, and TSA executives.
• Leadership in evaluating service performance, managing and documenting tickets, ensuring high-quality resolutions and system optimization, and recommending significant changes to service delivery.
• Ability to apply lessons learned to refine Knowledge Base articles and support continuous process improvement.
• Exceptional interpersonal and communication skills, strategic thinking for technology assignments, advanced troubleshooting expertise, and strong leadership.
• U.S. citizenship required to attain and maintain a DHS/TSA clearance.

Responsibilities

• Lead IT support at the site level, handling escalated tickets and critical system issues.
• Mentor junior engineers and implement IT best practices.
• Ensure operational uptime and reliable IT services.
• Manage and direct complex service request fulfillment and network and computer systems administration across multiple operating systems.
• Provide mobile device support, desk-side support, and deployment services.
• Evaluate service performance, manage and document tickets, ensure high-quality resolutions and system optimization, and recommend changes to service delivery.
• Refine Knowledge Base (KB) articles using lessons learned to support continuous process improvement.
• Provide IT support to TSA airport staff, regional management staff, and TSA executives.