IT Support Engineer

Globalstrategygroup; Washington (District of Columbia); Hybrid; USD 65,000 - 80,000; Full time

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.

Skills

Customer service

Troubleshooting

Communication

Time management

Teamwork

Education

Bachelor’s degree in related field

Tools

Microsoft Intune

Windows Autopilot

Microsoft Entra ID

Okta

Zoom

Slack

Box

PrinterLogic

Freshservice

Microsoft Defender

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 Support Engineer to join the Information Technology team. This role serves as the primary point of contact for end-user technology support and is responsible for delivering outstanding customer experience while ensuring employees have the technology they need to be productive and successful.

The IT 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. The ideal candidate enjoys solving problems, takes ownership of issues from start to finish, communicates effectively with both technical and non-technical users, and is passionate about providing an exceptional support experience.

• 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.

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.

Preferred Qualifications

• Experience with Microsoft Entra ID.
• Experience with Microsoft Intune and Windows Autopilot.
• Experience supporting Okta, Zoom, Slack, PrinterLogic, and Box.
• Experience with Freshservice or similar ITSM platforms.
• Knowledge and understanding of cybersecurity best practices.
• Knowledge of Microsoft Defender.
• 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 $ 65,000 to $80,000 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
• additional benefits

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.

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.