Hybrid IT Support Engineer: End-User Tech & Apps

Globalstrategygroup

Washington (District of Columbia)

Hybrid

USD 65,000 - 80,000

Full time

14 days+

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Benefits offered by this job

Medical insurance

Vision insurance

Dental insurance

Paid parental leave

Paid time off

Job summary

Global Strategy Group is seeking an IT Support Engineer to join the Information Technology team. You will be the primary contact for end-user technology support, delivering exceptional customer service while ensuring employees have the tools needed to be productive.

The role covers troubleshooting, device deployment, account administration, and proactive IT service improvements in a cloud-based environment.

Qualifications

2–3 years of experience in an IT support, service desk, desktop support, or similar customer-facing technical role.
Experience supporting technology in a hybrid office environment.
Exceptional customer service and interpersonal communication skills.
Strong troubleshooting and analytical problem-solving abilities.
Experience supporting Microsoft Windows 11 in an enterprise environment.
Experience supporting Microsoft 365 applications and services.
Experience with endpoint deployment and management tools.
Experience with IT service management platforms and ticketing systems.
Demonstrated curiosity and a willingness to continuously learn new technologies.
Demonstrated ability to manage multiple competing priorities while maintaining a high level of customer service.
Ability to explain technical concepts to non-technical users.
Strong written and verbal communication skills.
Excellent organizational, time management, and prioritization skills.
Ability to work independently while collaborating effectively within a team.

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, related peripherals.
Support and maintain conference room technology, including audiovisual equipment, displays, conferencing systems, and room peripherals.
Support GSG's enterprise SaaS applications, including Microsoft 365, Zoom, Slack, Box, and other business-critical platforms.
Provision, deploy, and support Windows and Mac devices using Microsoft Intune and Windows Autopilot.
Administer user accounts, licensing, multifactor authentication, and access requests within Microsoft Entra ID and Okta.
Perform employee onboarding and offboarding activities, including equipment preparation, account provisioning, and access management.
Install, configure, and maintain standard desktop software and hardware.
Maintain accurate asset inventory and lifecycle documentation.
Create and maintain internal knowledge base articles and end-user documentation.
Escalate complex technical issues to the Systems Administrator while maintaining ownership of customer communication throughout resolution.
Coordinate with technology vendors to resolve hardware, software, and service issues.
Identify recurring support issues and recommend process improvements to enhance the employee experience.
Build trusted relationships with employees by providing friendly, responsive, and reliable technology support.
Support IT projects and technology deployments as assigned.
Contribute to other Information Technology initiatives as identified.