Senior IT Support Engineer - Windows & MS 365, Onsite

Pacer Group; Windsor (CT); On-site; USD 41,000 - 48,000; Full time

Job summary

Pacer Group in Windsor, CT is seeking a Sr. Technical Support Specialist for a long-term contract to deliver onsite and remote Level 1–2 support for Windows-based environments, desktops, laptops, mobile devices, and AV/conferencing systems.

You will manage incidents, ITIL-aligned processes, asset lifecycle, deployments, and cross-functional collaboration, with occasional travel to Braintree, MA for onsite support.

Qualifications

• Bachelor’s degree or 5–8 years of relevant IT experience.
• Proven experience supporting Windows OS, Microsoft 365, Active Directory, and enterprise collaboration tools.
• Strong knowledge of ITIL processes: Incident, Problem, Change, and Release Management.
• Experience with IT Asset Management (ITAM) tools and practices.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to manage multiple priorities in a high-pressure environment.
• Willingness to work flexible hours, including evenings and weekends, as needed.
• Occasional travel to our Braintree, MA location (20 min. away) for onsite support

Responsibilities

• Provide Level 1 and 2+ deskside and remote troubleshooting support for Windows-based environments, including desktops, laptops, mobile devices, and AV/conferencing systems.
• Troubleshoot and resolve issues related to hardware, software, network, and user credentials.
• Coordinate and execute office moves, tech refreshes, infrastructure buildouts, and perform onsite installations.
• Maintain and update tickets in alignment with SLA and KPI targets.
• Deliver executive-level white-glove support, ensuring high-touch service and discretion.
• Lead the deployment of software releases, patches, and system upgrades across end-user devices.
• Manage IT asset lifecycle including procurement, inventory, and disposal.
• Collaborate with cross-functional IT teams and provide mentorship to junior engineers.
• Participate in incident response (P1–P5) and root cause analysis.
• Support change, release, and problem management processes.
• Experience in Microsoft services including Active Directory, DNS, DHCP, Microsoft 365, Print Server management, and Group Policies (GPOs).
• Proficient in Microsoft Windows OS (Windows 10, Windows Server 2019), Virtual Desktop Infrastructure, and workstation imaging.
• Competent in Microsoft Office 365 and Azure administration.
• Administer security tools such as Putty, FTP, Antivirus, and Robocopy.
• Deploy patches and system-related software.
• Manage workflow and follow up on helpdesk issues via ticketing systems.
• Implement systems-related work through full lifecycle, coordinating with teams and vendors.
• Monitor systems and evaluate performance and latency concerns.
• Troubleshoot servers, applications, PCs, and network-related equipment.
• Document processes, application instructions, and IT-related topics.

Skills

Windows OS

Microsoft 365

Active Directory

ITIL processes

Communication skills

Priority management

Education

Bachelor’s degree

Tools

ITAM tools

Putty

FTP

Antivirus

Robocopy

Job description

Pacer Group in Windsor, CT is seeking a Sr. Technical Support Specialist for a long-term contract to deliver onsite and remote Level 1–2 support for Windows-based environments, desktops, laptops, mobile devices, and AV/conferencing systems.

You will manage incidents, ITIL-aligned processes, asset lifecycle, deployments, and cross-functional collaboration, with occasional travel to Braintree, MA for onsite support.