IT Support Engineer I

ssacareers; Washington; On-site; USD 75,000 - 90,000; Full time

Job summary

SSA Careers seeks an IT Support Engineer I to act as the technology advocate across our unified support model. You will own issues from intake to Level 2 resolution, resolve incidents across devices, software, and access management, and contribute to proactive improvements in employee experience.

Ideal candidates have 3+ years in IT support, strong diagnostic skills, and familiarity with Windows, Microsoft 365, and ServiceNow.

Qualifications

• Associate degree or equivalent professional experience.
• 3+ years of IT support, desktop support, service desk operations, or related.
• Experience with Windows, Microsoft 365, and endpoint hardware.
• Experience using ITSM platforms such as ServiceNow.
• Experience with endpoint management tools, automation, scripting, or workflow automation.
• Strong troubleshooting and analytical skills, with ability to resolve moderately complex issues.
• Excellent customer service, communication, and relationship-building abilities.

Responsibilities

• Deliver high-quality technical support across all channels (in-person, phone, chat, self-service, email, remote).
• Own issues from intake through Level 2 resolution, with accountability across tiers.
• Support incidents, hardware, software, access management, collaboration technologies, endpoint technologies, and workplace services.
• Use diagnostic practices to resolve issues beyond scripted intake and basic triage.
• Ensure positive employee experiences through communication, ownership, responsiveness, and follow-through.
• Reduce escalations by expanding knowledge and skills to resolve broader issues.

Skills

Windows support

Microsoft 365

End-user computing

ITSM (ServiceNow)

Automation

Scripting

Troubleshooting

Communication

Education

Associate degree

Bachelor’s degree (preferred)

Tools

ServiceNow

Automation platforms

Scripting languages

Job description

The IT Support Engineer I serves as the primary technology advocate and experience engineer for employees within our proprietary operating model. This role represents the evolution of traditional Service Desk and Desktop Support positions into a unified support function focused on employee productivity, service ownership, proactive problem prevention, and continuous improvement. The position is intentionally designed to operate across Level 1 and Level 2 tiers, building broader technical ownership, stronger first-owner resolution, and reduced handoff friction across the support experience.

Unlike traditional support roles that focus primarily on ticket triage or escalation, the IT Support Engineer is responsible for detecting, diagnosing, resolving, and preventing technology friction across the employee experience lifecycle. The role leverages Digital Employee Experience (DEX) insights, ServiceNow workflows, operational telemetry, knowledge management, automation, and technical expertise to resolve more issues at the initial point of ownership and reduce dependency on tiered escalation models.

IT Support Engineers operate within Business-Aligned Product Oriented Delivery groups (PODs) while supporting a globally standardized service delivery model. Success is measured not only by responsiveness and resolution quality, but also by improvements in employee experience, reduction of recurring issues, increased automation, and measurable business outcomes.

Employee Experience & Service Delivery

• Deliver high-quality technical support across all support channels including in-person, phone, chat, self-service, email, and remote engagement.
• Serve as the continuous owner of technology issues from initial intake through Level 2 technical resolution, maintaining accountability across both tiers.
• Support incidents, requests, hardware, software, access management, collaboration technologies, endpoint technologies, and workplace services.
• Utilize strong diagnostic and troubleshooting practices to resolve issues accurately and efficiently, expanding resolution capability beyond scripted intake and basic triage.
• Ensure positive employee experiences by emphasizing communication, ownership, responsiveness, and follow-through.
• Reduce unnecessary escalations by developing the skills, knowledge, and judgment required to resolve a broader range of employee technology issues within the unified support layer.

Proactive Experience Engineering

• Monitor DEX signals, operational telemetry, service trends, and employee feedback to identify emerging technology friction.
• Identify and address recurring issues through proactive maintenance, remediation, service improvements, automation, standardization, and employee education.
• Partner with engineering and infrastructure teams to address root causes impacting employee productivity.
• Use escalation patterns and repeat contacts to improve knowledge, expand team capabilities, and increase the range of issues resolved within the IT Support Engineer role.

Problem Solving & Continuous Improvement

• Analyze support patterns, root causes, and recurring demand drivers to identify trends and improvement opportunities.
• Recommend and implement service improvements, consistent with continual service improvement (CSI) objectives, that reduce ticket volume, eliminate avoidable work, and improve the employee experience.
• Partner with senior engineers, POD leads, and technical teams to shift repeatable Level 2 activities into documented, supportable practices within the unified support model.

Automation & Knowledge Management

• Create, maintain, and improve knowledge base articles, troubleshooting guides, and technical documentation, contributing to knowledge maturity and reducing reliance on tribal knowledge.
• Identify repeatable activities suitable for automation, and leverage AI-enabled tools, self-service, Virtual Agent, and standardized processes to improve consistency and efficiency.
• Convert commonly escalated issues into reusable knowledge, guided troubleshooting steps, and automation candidates that improve first-owner resolution across the team.

Operational Excellence

• Adhere to Incident, Request, Problem, Change, Asset, Knowledge, and Continual Improvement management practices, maintaining service quality and process compliance through operational reviews and improvement initiatives.
• Contribute to SLA, XLA, customer satisfaction, and first-contact resolution targets, supporting the shift from tier-based expectations to outcome-based measures that reward ownership, resolution depth, knowledge reuse, and fewer handoffs.
• Support organizational readiness during technology deployments, upgrades, and business initiatives.

Success in this role is measured through:

Key Performance Outcomes

• Resolving issues quickly and completely on first contact, minimizing avoidable escalations, reassignments, and repeat incidents.
• Improving employee experience and customer satisfaction through responsive, high-quality support.
• Contributing reusable knowledge and identifying automation opportunities that make the whole team more effective.
• Keeping ticket backlogs healthy and current.
• Supporting the broader goals of the team and organization.

Required:

• Associate degree in Information Technology, Computer Science, Business, or related field; or equivalent professional experience.
• 3+ years of experience in IT support, desktop support, service desk operations, end-user computing, or technical support.
• Experience supporting Windows, Microsoft 365, and endpoint hardware.
• Experience using ITSM platforms such as ServiceNow.
• Experience with endpoint management tools, automation platforms, scripting, or workflow automation.
• Strong troubleshooting and analytical skills, with demonstrated ability to independently resolve moderately complex employee technology issues.
• Excellent customer service, communication, and relationship-building abilities.

Preferred:

• Bachelor’s degree in information technology, Computer Science, or related field.
• ITIL Foundation certification.
• Experience with DEX platforms such as Nexthink or similar.
• Experience supporting enterprise-scale end-user computing environments and AI-enabled platforms.

Work environment:

• Required job duties are normally performed in a climate-controlled office environment.
• Exposure to computer screens.
• The noise level in the work environment is usually moderate

Supervisory Responsibilities: No

Pay Range: $75,000 - 90,000 per year

The posted compensation range is based on the applicable geographic market for the position and may vary depending on factors such as related experience and skill set. Final compensation will be determined based on these items and other relevant factors.

The Employer does not sponsor for any immigration-related benefit for this specific position, this includes nonimmigrant status sponsorship, or participation in international student employment-sponsorship programs, or employment-based permanent resident status.

Our Company is an Equal Opportunity Employer