Hybrid IT Support Engineer — Cloud & End-User Tech

Global Strategy Group

Washington (District of Columbia)

Hybrid

USD 65,000 - 80,000

Full time

14 days+

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Benefits offered by this job

Discretionary bonus

Medical, vision, dental insurance

Parental leave

Generous paid time off

401k with employer match

Job summary

Global Strategy Group is seeking an IT Support Engineer to join the Information Technology team in Washington, DC. The role serves as the primary contact for end-user technology support, ensuring employees have the tools to be productive and successful.

You will troubleshoot across Windows and Mac endpoints, manage device deployment with Intune and Autopilot, administer Entra ID and Okta, and support enterprise SaaS apps like Microsoft 365, Zoom, Slack, and Box.

Qualifications

2–3 years IT support or service desk experience.
Hybrid office environment experience.
Excellent customer service and communications skills.
Strong troubleshooting and problem-solving abilities.
Experience with Windows 11 in an enterprise setting.
Experience with Microsoft 365 applications and services.
Experience with endpoint deployment and management tools.
Experience with ITSM platforms and ticketing systems.
Curious, eager to learn, and able to manage multiple priorities.
Ability to explain technical concepts to non-technical users.
Strong written and verbal communication, organization, and time management.
Ability to work independently and in a team.

Responsibilities

Serve as the primary contact for employee tech support via phone, chat, and walk-up.
Deliver excellent customer service by owning issues through resolution.
Troubleshoot hardware, software, and connectivity on Windows and Mac endpoints.
Support conference room technology and peripherals.
Support enterprise SaaS apps like Microsoft 365, Zoom, Slack, Box, etc.
Provision and support Windows/mac devices using Intune and Autopilot.
Administer user accounts, licensing, MFA, and access in Entra ID and Okta.
Onboard/offboard employees, prepare equipment, and manage access.
Install and maintain standard software/hardware.
Maintain asset inventory and lifecycle docs.
Create internal knowledge base articles and end-user docs.
Escalate complex issues to Systems Administrator while communicating with customers.
Coordinate with vendors to resolve issues and improve processes.
Build strong relationships with employees through friendly, reliable support.
Support IT projects and deployments; contribute to IT initiatives.