IT Support Engineer — Windows/Mac, Hybrid Office

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

Benefits offered by this job

Medical coverage

Vision coverage

Dental coverage

Parental leave

Generous time off

401k with employer match

Additional benefits

Job summary

Global Strategy Group in Washington, DC is seeking an IT Support Engineer to be the primary contact for employee technology support, ensuring productivity and a positive user experience across our modern cloud-based environment.

You will troubleshoot hardware and software, manage endpoint deployments with Intune and Windows Autopilot, administer user accounts in Entra ID and Okta, and document solutions in internal knowledge bases while collaborating with the IT team to continuously improve

Qualifications

• 2–3 years of IT support, service desk, desktop support, or similar role.
• Experience in a hybrid office environment.
• Exceptional customer service and interpersonal communication skills.
• Strong troubleshooting and analytical problem-solving abilities.
• Experience supporting Windows 11 in an enterprise environment.
• Experience with Microsoft 365 applications and services.
• Experience with endpoint deployment and management tools.
• Experience with IT service management platforms and ticketing systems.
• Demonstrated curiosity and willingness to continuously learn new technologies.
• Ability to manage multiple priorities while maintaining high customer service.
• Ability to explain technical concepts to non-technical users.
• Strong written and verbal communication skills.
• Excellent organizational, time management, and prioritization skills.

Responsibilities

• Serve as the primary point of contact for employee technology support requests via phone, chat, and walk-up.
• Deliver exceptional customer service by owning technical issues through resolution.
• Troubleshoot and resolve hardware, software, and connectivity issues on Windows and Mac endpoints.
• Support and maintain conference room technology and AV equipment.
• Support enterprise SaaS applications (Microsoft 365, Zoom, Slack, Box, etc.).
• Provision and deploy devices using Intune and Windows Autopilot.
• Administer user accounts and access in Entra ID and Okta.
• Perform onboarding/offboarding activities including device provisioning.
• Install, configure, and maintain standard software and hardware.
• Maintain asset inventory and lifecycle documentation.
• Create and maintain internal knowledge base articles.
• Escalate complex issues to Systems Administrator while communicating with customers.
• Coordinate with vendors to resolve issues.
• Identify recurring issues and suggest process improvements.
• Build trusted relationships with employees through friendly, reliable support.
• Support IT projects and deployments as assigned.
• Contribute to other IT initiatives as identified.

Skills

Customer service excellence

Troubleshooting

Written and verbal communication

Ability to explain technical concepts

Time management

Education

Bachelor’s degree in related field

Tools

Microsoft Intune

Windows Autopilot

Microsoft Entra ID

Okta

Zoom

Slack

Box

Freshservice

Job description

Global Strategy Group in Washington, DC is seeking an IT Support Engineer to be the primary contact for employee technology support, ensuring productivity and a positive user experience across our modern cloud-based environment.

You will troubleshoot hardware and software, manage endpoint deployments with Intune and Windows Autopilot, administer user accounts in Entra ID and Okta, and document solutions in internal knowledge bases while collaborating with the IT team to continuously improve