IT Support Engineer
$65,000–$80,000 year
HybridWashington, United States
Job Summary
Serve as the primary point of contact for employee technology support requests via phone, chat, and walk-up. Troubleshoot and resolve hardware, software, and connectivity issues across Windows and Mac endpoints, mobile devices, printers, and related peripherals. Support GSG's enterprise SaaS applications, including Microsoft 365, Zoom, Slack, and Box, while provisioning and deploying devices using Microsoft Intune and Windows Autopilot. Administer user accounts, licensing, and access requests within Microsoft Entra ID and Okta, and manage employee onboarding and offboarding activities. Maintain accurate asset inventory, create internal knowledge base articles, and coordinate with technology vendors to resolve service issues. Escalate complex technical issues to the Systems Administrator while maintaining ownership of customer communication throughout resolution.
Required Qualifications
- 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
Desired Qualifications
- 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
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