Hybrid IT Helpdesk Engineer - Public Sector Tech Support

Civica; United States; Hybrid; USD 45,000 - 65,000; Full time

Benefits offered by this job

Days of Difference leave

Inclusive environment

Flexible work options

Job summary

Civica is seeking an IT Helpdesk Engineer to join our Enterprise IT team. You will be the central point of contact, addressing incidents, handling requests, and assisting users to minimize downtime and maximize productivity.

You will strive for operational excellence, work toward SMART objectives, and contribute to knowledge management improvements while delivering reliable support across Microsoft 365, AD, and related IT services.

Qualifications

• Direct customer-facing experience required.
• Proficient with Microsoft 365 apps including Exchange, Teams, SharePoint, SQL Server, Intune.
• Familiar with ISO 27001/ISO 20000 frameworks.
• Strong knowledge of AD, backups, file servers, and networking.

Responsibilities

• Strive for operational excellence by meeting productivity targets and following policies.
• Achieve personal SMART objectives set by your line manager using Civica framework.
• Provide feedback to improve knowledge management materials and create new articles when needed.

Skills

Customer-facing experience

Microsoft 365 proficiency

ISO 27001 familiarity

ISO 20000 familiarity

Active Directory management

Networking fundamentals

Anti-Virus management

FTP Administration

Backup technologies

File server administration

Azure familiarity

Linux/Unix/macOS basics

Job description

Civica is seeking an IT Helpdesk Engineer to join our Enterprise IT team. You will be the central point of contact, addressing incidents, handling requests, and assisting users to minimize downtime and maximize productivity.

You will strive for operational excellence, work toward SMART objectives, and contribute to knowledge management improvements while delivering reliable support across Microsoft 365, AD, and related IT services.