Information Technology Support Engineer

WHAT YOU'LL OWN

• Full Tier 2 ticket lifecycle — intake, investigation, resolution, and documentation before anything escalates to a vendor.
• Every employee's IT experience from hire to separation — imaging, access provisioning, Day 1 setup, and clean offboarding.
• Uptime and reliability of all meeting room AV/VC systems and printers across both sites.
• First-response investigation and resolution of network, MFA, and Active Directory issues.
• The team's knowledge base — technical guides, SOPs, and ticket documentation completeness.
• End-to-end delivery of automation and AI workflows — from identifying the need through testing and deployment.

REQUIREMENTS

Must-Have (Non-Negotiable)

Technical Support & Troubleshooting

• 2+ years of Tier 2 IT support experience — hardware, software, and OS-level issue resolution
• Email systems troubleshooting
• Conference room AV/VC systems setup and support

Identity & Directory Services

• Active Directory administration
• MFA troubleshooting and administration

Microsoft 365

• End-user support and administration across Outlook, Teams, and Excel

Endpoint Management

• Computer imaging and deployment
• Workstation setup and full lifecycle management — onboarding through offboarding

Documentation & Communication

• Ticketing system proficiency (ServiceNow strongly preferred)
• Writing and maintaining technical guides and SOPs
• High-level English — verbal and written

Strong Preference

AI & Automation

• Advanced AI tool usage — prompting, token management, workflow integration
• Ability to build automated workflows from scratch and own projects end-to-end

Cross-Platform Support

• Experience supporting Linux and/or macOS environments