IT Support Engineer

IT experience.
• This role may involve elevated access to Impact Level 4 (IL4) data and/or security requirements for handling controlled unclassified information (CUI) and sensitive data as defined by US Department of Defense (DoD). The eligible candidates must be US Citizens.

Technical Expertise:
• Strong knowledge of desktop operating systems (Windows, macOS), software applications, and hardware components.
• Imaging of new desktop and laptop computers.
• Problem-Solving: Excellent analytical and problem-solving abilities.
• Troubleshooting: Diagnosing and resolving hardware, software, and network problems.
• Installation & Maintenance: Setting up computer hardware, installing and upgrading software, and maintaining systems.
• Support: Providing on-site and remote technical assistance to users.
• Documentation: Recording technical issues and solutions in logs.
• Training: Providing general training for end users on applications and hardware.
• Communication: Addressing user tickets, answering questions, and guiding users through troubleshooting steps.
• Escalation: Directing unresolved issues to the appropriate level of support.
• System Maintenance: Ensuring the smooth operation of computing equipment and software.
• Customer Service: Provide excellent customer service to the end users by resolving their issues end to end.
• Compliance: Comply with the ITIL process and meet the SLA requirements.

Preferred Skills:
• Excellent problem-solving, communication, and documentation skills.
• Ability to work independently and manage complex technical solutions.
• Technical leadership and mentoring capabilities.
• Willingness to learn new technologies and adapt to different roles.
• Good to have any or more certificates such as:
o CompTIA A+,
o Microsoft Certified Desktop Support Technician
o Microsoft Certified: Azure Virtual Desktop Specialty

The job entails sitting as well as working at a computer for extended periods of time. Should be able to communicate by telephone, email or face to face. Travel may be required as per the job requirements.