Hybrid IT Support Engineer – Windows, Mac, AI Tools

Nuix

Green Tree (Allegheny County)

Hybrid

USD 65,000 - 90,000

Full time

3 days ago

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Job summary

Nuix is seeking an IT Support Specialist to join our hybrid Pittsburgh team. You’ll provide frontline technical support, manage tickets via ServiceNow/Jira, and deploy hardware and software for end users, including onboarding/offboarding.

You’ll work with AI tools like Claude and Copilot, contributing to knowledge bases and training sessions, while maintaining security and SOP adherence. You’ll collaborate with IT peers, travel as needed, and ensure high-quality service delivery in a fast-paced,

Qualifications

Bachelor's degree in computer science or related field, or relevant experience.
Strong technical proficiency in diagnosing and resolving hardware and software issues for Windows and Mac.
Knowledge of desktop operating systems (Windows 11, macOS) and productivity apps (Microsoft 365, Adobe).
Familiarity with desktop management tools, remote support and IT service management.
Hands-on experience using AI tools such as Claude or Microsoft Copilot, and enthusiasm for helping others use them well.
Excellent problem-solving and analytical skills, with a detail-oriented approach to issue resolution.
Strong communication and customer service skills, including the ability to explain technical topics clearly.
Availability to work onsite in our Pittsburgh office 4 to 5 days per week.
Ability to travel domestically and internationally if required.
Experience with MSP environments is a plus.
Experience with Jamf managing macOS devices.
Experience with Cisco Meraki and Meraki Dashboard.
Experience driving adoption of new tools or technology.
Experience using AI to automate or speed up work.
Understanding of safe and responsible AI use, including data protection.

Responsibilities

Provide timely and effective technical support to end users, responding to and resolving IT incidents and service requests.
Manage the IT support ticket queue using ServiceNow or Jira Service Management, including triaging, prioritizing, assigning and resolving tickets within agreed service levels.
Install, configure and maintain hardware, software and peripherals, ensuring compatibility and optimal performance.
Diagnose and troubleshoot hardware and software issues for desktops, laptops, printers, scanners and other end‑user devices.
Set up and deploy new desktops, laptops and software applications for end users.
Manage onboarding and offboarding requests, including preparing, issuing and collecting devices and accessories.
Provide on‑site support of office facilities, including meeting rooms, AV equipment, network infrastructure and local workstations.
Collaborate with other IT teams to escalate and resolve complex technical issues.
Maintain accurate records of IT incidents and service requests, tracking progress and resolution status in the IT service management system.
Educate end users on IT best practices, procedures and self‑help tools to improve their overall computing experience.
Follow standard operating procedures (SOPs) and adhere to IT policies for incident management and service delivery.
Keep up to date with the latest hardware, software and security updates to support a secure computing environment.
Participate in IT projects related to desktop infrastructure upgrades, migrations and rollouts.
Proactively identify opportunities for process improvements and contribute to the overall efficiency of the IT support function.
Be a first point of contact for staff questions about approved AI tools such as Claude, helping people get started and get unstuck.
Support access and onboarding for AI tools, including account setup, sign in and license issues, and basic troubleshooting.
Contribute to guides, FAQs, example prompts and knowledge articles that make AI easy to pick up, and help run short training sessions or drop‑in help.
Use AI tools to improve IT support itself, for example summarizing tickets, drafting knowledge articles and building simple scripts, always with review and in line with company policy.
Follow data protection, security and acceptable use guidance for AI, and raise risks or misuse with senior engineers.