Senior IT Support Engineer — Onsite Expert

Addison Group; Tacoma (WA); On-site; USD 85,000 - 90,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401(k)

Job summary

Addison Group in Washington, DC is seeking a Senior Technical Support Specialist to join the IT Team. You will investigate, diagnose, and resolve complex technical issues across cloud-based apps, endpoint devices, and network systems.

As the primary Tier 1/2 owner, you will mentor junior staff, document solutions in the knowledge base, coordinate with vendors, and ensure service levels are met through proactive communication and thorough RCA.

Qualifications

• 5+ years’ experience in service desk operations.
• Thorough working knowledge of Microsoft 365, Windows 10/11, macOS.
• Experience with enterprise software applications.

Responsibilities

• Provide advanced onsite and remote technical support across platforms and SaaS tools.
• Document and track incidents in the ITSM platform to ensure timely resolution.
• Coordinate with vendors and IT teams for complex issues.
• Manage IT asset inventory and lifecycle using asset tools.
• Administer unified communications systems including Teams and Zoom.

Skills

Customer-focused

Troubleshooting

Multi-tasking

Effective communication

Tools

Microsoft 365

Windows 10/11

macOS

ITSM tooling

VoIP/UC platforms

Job description

Addison Group in Washington, DC is seeking a Senior Technical Support Specialist to join the IT Team. You will investigate, diagnose, and resolve complex technical issues across cloud-based apps, endpoint devices, and network systems.

As the primary Tier 1/2 owner, you will mentor junior staff, document solutions in the knowledge base, coordinate with vendors, and ensure service levels are met through proactive communication and thorough RCA.