IT Operations Engineer

Jobtailor; Washington (District of Columbia); Hybrid; USD 60,000 - 90,000; Full time

Job summary

Jobtailor is seeking an IT Support Specialist to serve as the front line for employee technology needs in our Washington, DC area hybrid office. You will troubleshoot hardware, software, and network issues across Windows, Mac, and mobile devices while delivering outstanding customer service.

You will manage user accounts, SaaS apps, Intune/Autopilot deployment, and on-boarding/off-boarding, document processes, and assist with AV equipment and conference room tech.

Qualifications

• Demonstrated experience providing hands-on technical support in a professional environment
• Experience supporting technology in a hybrid office environment
• 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
• Strong troubleshooting and analytical problem-solving skills
• Exceptional customer service and interpersonal communication skills
• Strong written and verbal communication skills
• Excellent organizational, time management, and prioritization skills
• Ability to work independently while collaborating effectively within a team
• Microsoft Fundamentals, CompTIA A+, Net+, Sec+ certifications are a plus
• Bachelor's degree in a related field, or a combination of education and experience

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, and 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
• Coordinate with technology vendors to resolve hardware, software, and service issues
• Identify recurring support issues and recommend process improvements
• Participate in broader IT operations, security, endpoint, identity, and technology deployment projects as assigned

Skills

Technical Support Experience

Windows 11 Support

Microsoft 365 Administration

Troubleshooting Skills

Customer Service Excellence

Interpersonal Communication

Organizational Skills

Time Management

Team Collaboration

Education

Bachelor's degree in a related field

Microsoft Fundamentals

CompTIA A+

CompTIA Net+

CompTIA Sec+

Tools

Microsoft Intune

Windows Autopilot

Microsoft Entra ID

Okta

Zoom

Slack

Box

Audiovisual Equipment

Conference Systems

Knowledge Base Management

Job description

• 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, and 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
• Coordinate with technology vendors to resolve hardware, software, and service issues
• Identify recurring support issues and recommend process improvements
• Participate in broader IT operations, security, endpoint, identity, and technology deployment projects as assigned

Requirements

• Demonstrated experience providing hands-on technical support in a professional environment
• Experience supporting technology in a hybrid office environment
• 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
• Strong troubleshooting and analytical problem-solving skills
• Exceptional customer service and interpersonal communication skills
• Strong written and verbal communication skills
• Excellent organizational, time management, and prioritization skills
• Ability to work independently while collaborating effectively within a team
• Microsoft Fundamentals, CompTIA A+, Net+, Sec+ certifications are a plus
• Bachelor's degree in a related field, or a combination of education and experience

Core Competencies

Demonstrates expertise in providing technical support for Windows and Mac devices, including troubleshooting hardware and software issues, managing user accounts, and supporting enterprise SaaS applications. Strong focus on customer service, effective communication, and process improvement in a hybrid office environment.

Highest-signal resume keywords

• Technical Support Experience
• Windows 11 Support
• Microsoft 365 Administration
• Troubleshooting Skills
• Customer Service Excellence

ATS Optimization Keywords

Hard Skills

• Technical Support
• Troubleshooting
• Windows 11
• Microsoft 365
• SaaS Applications
• Endpoint Management
• Device Enrollment
• Account Lifecycle Management
• IT Service Management
• Ticketing Systems

Soft Skills

• Customer Service
• Interpersonal Communication
• Organizational Skills
• Time Management
• Team Collaboration

Certifications & Qualifications

• Microsoft Fundamentals
• CompTIA A+
• CompTIA Net+
• CompTIA Sec+

Industry Keywords

• Hybrid Office Environment
• User Account Management
• Asset Inventory
• Technical Documentation
• Process Improvement

Tools & Technologies

• Microsoft Intune
• Windows Autopilot
• Microsoft Entra ID
• Okta
• Zoom
• Slack
• Box
• Audiovisual Equipment
• Conference Systems
• Knowledge Base Management