IT Support Engineer

Responsibilities

• Provide day-to-day IT support for employees, including troubleshooting hardware and software issues on Windows and Mac OS systems.
• Manage and prioritize incidents and service requests using the ITSM ticketing system, currently Jira Service Desk.
• Support and maintain end-user computing assets such as laptops, desktops, printers, mobile devices, peripherals, and conference room A/V equipment.
• Respond to incidents through multiple support channels including phone, chat, ticketing system, and walk-up support.
• Ensure adherence to defined Service Level Agreements (SLAs).
• Analyze recurring issues and implement permanent, preventive solutions.
• Create and maintain process documentation and knowledge base articles.
• Assist network and compute teams with installation and support of wireless access points, servers, and networking equipment.
• Coordinate with vendors and service providers for device procurement, deployment, and support.
• Perform physical IT tasks such as receiving, imaging, configuring, and deploying equipment.
• Participate in on-call rotations to support escalated or high-priority issues.
• Work from the office on all weekdays, Monday through Friday.