Hybrid IT Support Engineer - IT Automation & Infra

Capital-Area-Food-Bank

Washington (District of Columbia)

Hybrid

USD 61,000 - 78,000

Full time

14 days+

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Job summary

The Capital Area Food Bank is seeking an IT Support Engineer to provide application and infrastructure support for CAFB staff. The role focuses on maintaining systems, documenting processes, and expanding IT services.

You will act as a SME for portions of systems and projects within the IT team. Responsibilities include tier 2/3 escalation, project documentation, end-user training, and developing automation tools to improve efficiency.

Qualifications

At least 3 years related work experience or equivalent related certifications and/or education.
Experience with Microsoft 0365, Azure, Active Directory administration, Entra.
Experience with SaaS software implementation, configuration and administration (NetSuite, Jira, SharePoint, O365, etc.).
Experience with working with Microsoft automation tools like PowerBi and Fabric.
Understanding of AI tools and implementation. (Copilot, Claude)
Understanding of business process automations (Microsoft Power Automate, Flows, Jira Automation).
Experience with configuring Mobile Device Management applications (Intune preferred).
Advanced skills with hardware and computer provisioning.
Ability to learn new software and hardware systems.
Experience with IT Service Desk or Help Desk processes and environments.
Experience designing IT process workflows (ITIL/ITSM).
Experience with Security incident response.
Experience leading project to implement new IT Services.
Knowledge of IT Security principals, IT Service Management, and Asset Management.
Skilled in Warehouse technologies, such as bar code scanners, label printers and mobile devices.
Ability to work within the Microsoft 365 environment (SharePoint, Outlook, Office, etc.).
Ability to provide support remotely, through video, chat, and written communications.
Technical and Process documentation.

Responsibilities

Manage systems and services to ensure reliable IT operations.
Identify ways to simplify and automate IT management processes.
Deploy and configure hardware, software, networks, and SaaS platforms.
Create automation tools and scripts to drive efficiencies.
Manage IT project requests across teams.
Create project documentation and plans for systems management and implementations.
Manage individual and multi‑team projects.
Write documentation on technical specifications and design.
Write end‑user process and system documentation.
Create and deliver training materials via live video, in person, or recorded sessions.
Handle IT support tickets and escalations to meet SLAs.
Provide tier 2/3 escalation support for complex issues.
Coach junior IT staff on Tier 1 support requests.
Define provisioning methods for users, devices, and networks.
Resolve common IT system questions and issues.
Apply IT service management principles to support requests.
Monitor system alerts and address errors; escalate when needed.
Conduct periodic security checkins for accounts and user safety.
Collaborate with stakeholders to ensure IT services meet business needs.
Support remote work via video, chat, and written communications.