Frontline IT Operations & Support Engineer

Global Strategy Group; Washington (District of Columbia); On-site; USD 75,000 - 85,000; Full time

Benefits offered by this job

Medical, vision, dental coverage

401(k) with employer match

Parental leave

Generous time off and holidays

Job summary

Global Strategy Group is seeking an IT Operations & Support Engineer to be the frontline technology resource for employees. You will troubleshoot Windows and Mac endpoints, manage Intune/Autopilot deployment, and support enterprise SaaS apps while maintaining strong customer service and ownership of issues.

This hands-on role reports to the SVP of IT and collaborates with the Systems Administrator to ensure a secure, reliable, and modern cloud-based environment.

Qualifications

• Hands-on technical support experience in a professional environment.
• Experience supporting technology in a hybrid office environment.
• Excellent customer service and interpersonal communication skills.
• Strong troubleshooting and problem-solving abilities, including escalation when needed.
• Experience with Windows 11, Microsoft 365, and enterprise apps.
• Exposure to identity, access, endpoint, networking, and SaaS support concepts.
• Experience with endpoint deployment and management tools.
• Familiarity with ITSM platforms and ticketing systems.
• Curiosity and willingness to learn new technologies.

Responsibilities

• Serve as the primary contact for employee technology support via phone, chat, and walk-up.
• Provide exceptional customer service and own issues through resolution.
• Troubleshoot hardware, software, and connectivity on Windows/Mac endpoints and devices.
• Support and maintain conference room tech and peripherals.
• Administer SaaS apps like Microsoft 365, Zoom, Slack, Box.
• Provision and manage Windows/Mac devices using Intune and Autopilot.
• Manage user accounts, MFA, and access requests in Entra ID and Okta.
• Handle onboarding/offboarding, equipment prep, and access provisioning.
• Maintain desktop software/hardware, asset inventory, and lifecycle docs.
• Create and maintain internal knowledge base and end-user docs.
• Escalate complex issues to Systems Administrator while communicating with customers.
• Coordinate with vendors to resolve hardware/software issues.
• Identify recurring issues and propose process improvements to enhance the employee experience.
• Build trusted relationships through friendly, reliable IT support.
• Participate in broader IT operations and security projects.

Skills

Customer service

Troubleshooting

Communication

Hybrid office experience

Windows 11 support

Microsoft 365 administration

SaaS support

Identity & access management

Education

Bachelor’s degree in a related field

Tools

Microsoft Intune

Windows Autopilot

Microsoft Entra ID

Okta

Microsoft 365

Zoom

Slack

Box

ITSM platforms

Job description

Global Strategy Group is seeking an IT Operations & Support Engineer to be the frontline technology resource for employees. You will troubleshoot Windows and Mac endpoints, manage Intune/Autopilot deployment, and support enterprise SaaS apps while maintaining strong customer service and ownership of issues.

This hands-on role reports to the SVP of IT and collaborates with the Systems Administrator to ensure a secure, reliable, and modern cloud-based environment.