IT Support Engineer

Capital-Area-Food-Bank; Washington (District of Columbia); Hybrid; USD 61,000 - 78,000; Full time

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.

Skills

Analytical thinking

Problem solving

Communication

Team collaboration

Attention to detail

Time management

Tools

Microsoft 365

Azure

Active Directory

Entra

NetSuite

Jira

SharePoint

O365

Power BI

Fabric

Intune

Job description

Job Details

• Job Location: Washington, DC 20017
• Position Type: Full Time
• Salary Range: $60,700.00 - $78,000.00

About the Organization

The Capital Area Food Bank works to address hunger today and create brighter futures tomorrow for more than a million people across the region experiencing food insecurity. As the anchor in the area’s hunger relief infrastructure, the food bank provided more than 60 million meals to people in need last year, by supplying food to hundreds of nonprofit organizations as well as directly to the community. Creating long-term solutions to food security requires more than just food: it includes addressing the root causes of food insecurity by partnering with organizations that provide critical services like job training programs, health care, and education. To learn more, visit Food Bank for the Washington, DC, Region | Capital Area Food Bank.

Description

The IT Support Engineer will provide application and engineering support on all the IT Infrastructure and Services provided to the CAFB staff. This role is responsible for the maintenance and configuration of existing systems and the exploration and implementation of new IT Services. They will also be responsible for system documentation and cross‑training for continued engineering support. The IT Support Engineer must have excellent research and analysis skills in order to solve new/unknown problems. The role will be designated as a subject matter expert on a portion of systems, services and projects within the IT Team.

Responsible for the day‑to‑day operations of IT Support through the training and coaching of IT Support Technicians and IT Interns. In addition, they provide tier 2/3 technical escalation support within the team, to ensure proper and speedy resolution on various technical issues and problems relating to hardware, software, and peripherals.

Essential Functions

Systems Management

• Work independently in the management of systems and services.
• Identify ways to simplify, automate and improve accuracy of IT systems management processes.
• Manage the selection, testing, configuration and deployment of new hardware, software, networks, and SaaS (Software as a Service) platforms.
• Create automation tools and scripting to improvement and drive efficiencies in IT business processes.
• Manage internal and external IT project requests.

Project Management / Documentation / Training

• Create project documentation and plans for systems management and implementations.
• Manage individual and multi‑team projects.
• Writing documentation on technical specifications and design.
• Writing end‑user process and system documentation.
• Creating and delivering training materials, through live video, in‑person, or pre‑recorded sessions.

Technical Support

• Manage IT support request ticket queue escalations to meet established service levels.
• Handle advanced service requests on application automations, business process and functions.
• Training and coaching junior IT staff on Tier 1 support requests.
• Define methods for provisioning users, computer hardware, and network/telecom configurations.
• Provide resolution to common issues and questions about IT systems and processes.
• Provide IT service management principals to support requests, through reporting, incident management and proper escalation.
• Monitor systems alerts and repair minor errors, elevate issues if needed.
• Periodic security‑checkins for accounts, monitor users at risk on a weekly basis.

Miscellaneous

• Performs other related duties as assigned.

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.

Preferred

• Excellent technical research skills.
• Strong analytical and problem‑solving skills, with the ability to research to identify solutions.
• Strong detail orientation.
• Track record of success working with diverse teams to reach a common goal.
• Interest and precision in working without detailed instructions, data entry, and automations.
• Ability to be discreet with personal information.
• Excellent verbal and written communication skills.
• Excellent time management skills with a proven ability to meet deadlines.

Physical Requirements

The physical demands and working conditions described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Sitting: over 2/3 percent of the time
• Keyboarding: over 2/3 percent of the time
• Driving: under 1/6 percent of the time
• Ability to lift equipment over 20 pounds. Other physical activities as required by the duties and responsibilities of the position to deliver IT services.

Reporting

• Enterprise IT Manager

Compensation

• $60,700 to $78,000 annually

Schedule

• Hybrid schedule available
• Regular work hours are Monday through Friday from 9 am to 5:00 pm; with weekends or extended hours for special events.
• This position is based at our Washington, DC location and will require periodic site visits to other locations throughout the DC metropolitan area, including our Lorton, VA facility.

NOTE

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.

Additional Information

Please access our website at Food Bank for the Washington, DC, Region | Capital Area Food Bank to learn more about Capital Area Food Bank and our employee benefits.