IT Operations and Support Engineer

Global Strategy Group; Washington (District of Columbia); On-site; USD 75,000 - 85,000; Full time

Benefits offered by this job

Medical, vision, dental coverage

401(k) with employer match

Parental leave

Generous time off and holidays

Job summary

Global Strategy Group is seeking an IT Operations & Support Engineer to be the frontline technology resource for employees. You will troubleshoot Windows and Mac endpoints, manage Intune/Autopilot deployment, and support enterprise SaaS apps while maintaining strong customer service and ownership of issues.

This hands-on role reports to the SVP of IT and collaborates with the Systems Administrator to ensure a secure, reliable, and modern cloud-based environment.

Qualifications

• Hands-on technical support experience in a professional environment.
• Experience supporting technology in a hybrid office environment.
• Excellent customer service and interpersonal communication skills.
• Strong troubleshooting and problem-solving abilities, including escalation when needed.
• Experience with Windows 11, Microsoft 365, and enterprise apps.
• Exposure to identity, access, endpoint, networking, and SaaS support concepts.
• Experience with endpoint deployment and management tools.
• Familiarity with ITSM platforms and ticketing systems.
• Curiosity and willingness to learn new technologies.

Responsibilities

• Serve as the primary contact for employee technology support via phone, chat, and walk-up.
• Provide exceptional customer service and own issues through resolution.
• Troubleshoot hardware, software, and connectivity on Windows/Mac endpoints and devices.
• Support and maintain conference room tech and peripherals.
• Administer SaaS apps like Microsoft 365, Zoom, Slack, Box.
• Provision and manage Windows/Mac devices using Intune and Autopilot.
• Manage user accounts, MFA, and access requests in Entra ID and Okta.
• Handle onboarding/offboarding, equipment prep, and access provisioning.
• Maintain desktop software/hardware, asset inventory, and lifecycle docs.
• Create and maintain internal knowledge base and end-user docs.
• Escalate complex issues to Systems Administrator while communicating with customers.
• Coordinate with vendors to resolve hardware/software issues.
• Identify recurring issues and propose process improvements to enhance the employee experience.
• Build trusted relationships through friendly, reliable IT support.
• Participate in broader IT operations and security projects.

Skills

Customer service

Troubleshooting

Communication

Hybrid office experience

Windows 11 support

Microsoft 365 administration

SaaS support

Identity & access management

Education

Bachelor’s degree in a related field

Tools

Microsoft Intune

Windows Autopilot

Microsoft Entra ID

Okta

Microsoft 365

Zoom

Slack

Box

ITSM platforms

Job description

Global Strategy Group (GSG) works at the intersection of business, politics, and causes. Our team is made up of a great group of professionals who come from various backgrounds in strategic communications, research, and public affairs. Our culture and values play an integral role in how we operate, and we work hard to bring passion, energy, and drive to everything we do! Global Strategy Group is the go-to public affairs, communications, and research partner for companies, causes, and campaigns. We work with our clients to build their reputations, tackle big challenges, and win.

We are seeking an IT Operations & Support Engineer to join the Information Technology team. This is a hands‑on, highly visible role that serves as the primary day‑to‑day technology resource for GSG employees. If something is not working, you will often be the first person they call. We are looking for someone who enjoys that responsibility, takes ownership of problems, communicates clearly, and takes pride in making technology easier for people to use.

The IT Operations & Support Engineer will provide technical support across GSG's modern cloud‑based environment, troubleshoot hardware and software issues, manage endpoint deployments, administer user accounts, and contribute to the continuous improvement of IT services. Success in this role requires exceptional customer service, strong technical troubleshooting skills, and a proactive approach to problem solving.

This position reports to the Senior Vice President, Information Technology and works closely with the Systems Administrator to maintain a secure, reliable, and efficient technology environment. This role is a strong fit for someone who enjoys frontline support but wants broader exposure to IT operations. You will work closely with the Senior Vice President of Information Technology and Systems Administrator and gain hands‑on experience across endpoint management, identity and access, SaaS administration, security, automation, and technology projects in a modern cloud‑based environment.

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.
• Participate in broader IT operations, security, endpoint, identity, and technology deployment projects as assigned.

Qualifications

• Demonstrated experience providing hands‑on technical support in a professional environment. We are interested in the problems you have owned, what you have learned, and how you work with people.
• Experience supporting technology in a hybrid office environment.
• Exceptional customer service and interpersonal communication skills.
• Strong troubleshooting and analytical problem‑solving skills, including the ability to work beyond documented procedures, investigate unfamiliar issues, test possible causes, and recognize when escalation is appropriate.
• Experience supporting Windows 11, Microsoft 365, and common business applications in an enterprise or professional environment.
• Exposure to identity, access, endpoint, networking, and SaaS support concepts, including multifactor authentication, device enrollment, permissions, and account lifecycle management.
• Experience with endpoint deployment and management tools.
• Experience with IT service management platforms and ticketing systems.
• Curiosity, adaptability, and a willingness to continuously learn new technologies and approaches.
• A strong customer‑service mindset and a genuine interest in helping people use technology successfully.
• Demonstrated ownership and follow‑through. When you take responsibility for an issue, you see it through to resolution and keep employees informed when circumstances or timelines change.
• Demonstrated ability to manage multiple competing priorities and distinguish urgent business‑impacting issues from routine tasks, while maintaining a high level of customer service.
• Strong written and verbal communication skills, including the ability to explain technical concepts without unnecessary jargon, work patiently with frustrated users, and adapt your communication style to different audiences.
• A continuous‑improvement mindset, with an interest in using documentation, automation, self‑service, AI, and process improvements to improve both the employee experience and the effectiveness of IT.
• Excellent organizational, time management, and prioritization skills.
• Ability to work independently while collaborating effectively within a team.

Preferred Qualifications

• Microsoft Entra ID, Microsoft Intune, Windows Autopilot, Microsoft Defender, and Microsoft 365 administration.
• Experience supporting Okta, Zoom, Slack, Box, PrinterLogic, Freshservice, or comparable SaaS and ITSM platforms.
• Knowledge and understanding of cybersecurity best practices, including endpoint security and identity and access management.
• Microsoft Fundamentals, CompTIA A+, Net+, Sec+ certifications are a plus.
• Bachelor’s degree in a related field, or a combination of education and experience.

The base salary for this position is between $ 75,000 to $85,000 commensurate with experience, plus eligibility for a discretionary bonus. GSG provides a comprehensive benefits package including excellent coverage for medical, vision, and dental insurance; paid parental leave; generous time off and holidays; 401k with employer match; and additional benefits.

Candidates who match the needs for the position will be contacted via email.

If you are an individual with a disability and would like to request a reasonable accommodation to complete your online application or participate in the interview process, please reach out to [e-mail] or you may call [phone] and ask to speak to someone in Human Resources – Talent Acquisition.

Global Strategy Group, LLC.

Global Strategy Group (GSG) is a full-service research, public affairs, and communications agency tackling some of today’s most complex and important challenges. With more than two and half decades of experience and a team of 150+ talented professionals, we protect and build corporate reputations, influence public affairs decision makers, advocate on important social issues, and win campaigns. We combine unparalleled subject matter expertise with data‑driven insights and innovative methodologies to generate urgency among stakeholders and key audiences, delivering tangible success for our clients.

Global Strategy Group is an Equal Opportunity Employer.

At GSG, we are distinguished by our depth of talent. Our people are team players, straight shooters, and problem solvers. We bring passion, energy, and drive to everything we do. This all comes from our closely held firm values, which have guided us since the day GSG opened its doors. We are committed to ensuring that our workplace provides a diverse, inclusive, and culturally rich atmosphere and are always looking for talented individuals to add to our culture.

We do not discriminate against any applicant for employment on any legally recognized basis including, but not limited to: race, religion or creed, color, national origin, sex, age, disability, marital status, sexual orientation, genetic information, citizenship status, veteran status, uniform service member status, or any other protected class under federal, state or local statute.