System Engineer
$75,000–$75,000 year
HybridBethesda, Maryland, United States
Job Summary
Deliver scheduled onsite support in the Washington DC area, addressing recurring and ad hoc technical issues while driving continuous improvement through trend analysis and problem management. Provide hands-on user support for Outlook, Teams, and M365 applications, troubleshoot hardware including laptops and AV equipment, and manage device setup, migration, and imaging. Conduct workstation audits for patch compliance and validate network connectivity, while maintaining spare parts inventory and ensuring server room equipment is documented and maintained. Review weekly ticket trends to identify escalation themes, prepare service reports for stakeholders, and lead problem management initiatives to translate trends into structured improvement plans. Overhaul operational documentation, including network diagrams and known-fix playbooks, to standardize repeatable processes and reduce incident churn. Collaborate with remote support staff to coordinate cross-functional initiatives and provide post-project follow-up, ensuring all client environments remain secure, well-documented, and high-performing. Work Monday through Friday with four days onsite and one day remote.
Required Qualifications
- 5+ years of experience in IT operations, service delivery, or a similar field (MSP or internal IT environment)
- Strong Microsoft 365 administration: Exchange Online/Entra ID, Outlook, Teams, SharePoint, and OneDrive
- Identity and access management: MFA, Conditional Access, Azure AD / Entra ID, and account lifecycle management
- Windows endpoint support: hardware troubleshooting, OS imaging, standard builds, and device configuration
- Endpoint management tools: Microsoft Intune and Autopilot, device compliance policies and remediation
- Networking fundamentals: connectivity troubleshooting, VPN, Wi-Fi, DNS, and DHCP basics
- Ability to manage operational service reviews, KPI tracking, backlog governance, and stakeholder reporting
- Experience with documentation and process improvement: playbook authoring, SOP creation, and knowledge base maintenance
- Strong communication skills — able to explain technical issues clearly to non-technical staff and leadership
- Ability to work independently, manage competing priorities, and maintain a professional demeanor under pressure
- Leadership experience in an IT capacity — team lead, supervisory, or IT management background preferred
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