Hands-On IT Operations & Support Engineer

Globalstrategygroup; Washington (District of Columbia); Hybrid; USD 75,000 - 85,000; Full time

Benefits offered by this job

Health insurance

Paid parental leave

Generous time off and holidays

401k with employer match

Job summary

Global Strategy Group is seeking an IT Operations & Support Engineer to join its Information Technology team. This hands-on, highly visible role will be the primary day-to-day technology resource for GSG employees in a modern cloud-based environment.

The successful candidate will deliver frontline technical support, manage endpoint deployments, and contribute to IT services improvements while coordinating with the Senior VP and Systems Administrator. Hybrid work arrangement in a dynamic team.

Qualifications

• Hands-on technical support in a professional environment.
• Experience in a hybrid office environment.
• Exceptional customer service and interpersonal skills.
• Strong troubleshooting and analytical problem-solving abilities.
• Experience with Windows 11, Microsoft 365, and enterprise applications.
• Exposure to identity, access, endpoint, networking, and SaaS support concepts.
• Experience with endpoint deployment and management tools.
• Familiarity with IT service management platforms.

Responsibilities

• Serve as the primary point of contact for employee technology support requests via phone, chat, and walk-up.
• Deliver exceptional customer service by taking ownership of technical issues through resolution.
• Troubleshoot and resolve hardware, software, and connectivity issues across Windows and Mac endpoints, mobile devices, printers, and peripherals.
• Support and maintain conference room technology and audiovisual systems.
• Provide support for enterprise SaaS applications (Microsoft 365, Zoom, Slack, Box).
• Provision and support Windows and Mac devices using Microsoft Intune and Windows Autopilot.
• Administer user accounts, licensing, MFA, and access requests in Microsoft Entra ID and Okta.
• Onboarding/offboarding activities including equipment prep and access management.
• Maintain asset inventory and lifecycle documentation; create end-user knowledge base articles.
• Escalate complex issues to Systems Administrator while maintaining customer communication.
• Coordinate with vendors to resolve hardware, software, and service issues.
• Identify recurring issues and suggest process improvements to enhance employee experience.
• Build trusted relationships through friendly, responsive support.
• Participate in broader IT operations, security, and deployment projects.

Skills

Customer service

Troubleshooting

Effective communication

Team collaboration

Problem ownership

Hybrid office experience

Prioritization

Education

Bachelor’s degree or equivalent

Tools

Microsoft 365

Zoom

Slack

Box

Microsoft Intune

Windows Autopilot

Microsoft Entra ID

Okta

Job description

Global Strategy Group is seeking an IT Operations & Support Engineer to join its Information Technology team. This hands-on, highly visible role will be the primary day-to-day technology resource for GSG employees in a modern cloud-based environment.

The successful candidate will deliver frontline technical support, manage endpoint deployments, and contribute to IT services improvements while coordinating with the Senior VP and Systems Administrator. Hybrid work arrangement in a dynamic team.