IT Support Engineer - Helpdesk

WHAT YOU WILL DO:

As an IT Support Engineer, you will provide hands-on support for client hardware and software on Windows and Mac, and support meetings and events across our offices. We're looking for someone who is technical, resourceful, and comfortable working in a distributed team while communicating with a variety of users. You will report to the Sr. Manager, IT & AV Services.

KEY RESPONSIBILITIES:

• Provide onsite and remote technical support across hardware, software, and account access requests via Slack, walk-ups, and ServiceNow tickets
• Support hybrid meeting environments across conference rooms and event spaces, ensuring seamless experiences for both in-person and remote participants
• Manage, maintain, and troubleshoot Windows, Mac, and mobile devices, along with general site equipment
• Manage our ticket queue to ensure Service Level Agreements are met with excellent customer support etiquette
• Manage the full employee device lifecycle such as provisioning, deployment, offboarding, and e-waste for Windows, Mac, and mobile devices
• Assist with user onboarding and offboarding processes
• Administer and support core SaaS tools including Okta, Google Workspace and Slack
• Follow documented processes and standard operating procedures (SOPs) for all support tasks
• Use asset tracking systems to manage device records, check-ins/outs, and stock levels
• Perform regular checks and basic troubleshooting of AV equipment (displays, microphones, cameras).
• Set up and tear down conference room tech for meetings or events
• Create and maintain documentation including runbooks and SOPs in our knowledge base

ESSENTIAL CRITERIA:

• 3+ years experience working in an IT Support role
• Broad knowledge of macOS and Windows devices in an enterprise environment, with the ability to perform advanced troubleshooting
• Experience with Google Workspace Administration
• An understanding and awareness of Security standards
• Ability to work independently, manage competing priorities
• Have an understanding of networking concepts such as DNS, DHCP, Email, HTTP, SSL, OSI Model, and TCP/IP protocols and applications
• Excellent interpersonal and communication skills
• Strong customer service orientation with proven ability to manage user expectations and deliver timely support
• Familiarity with video conferencing platforms: Google Meet, Zoom, Microsoft Teams
• Comfortable with physical work: lifting equipment, running cable, setting up and breaking down event spaces

DESIRABLE CRITERIA:

• Comptia A+ Certification
• Advanced Windows, macOS administration skills/certification
• ITIL Certification
• Certifications in AV (Q-sys Level 1+, CTS, CTS-I, CTS-D) and/or Networking (e.g., CCNA, CWNA)
• Experience with ServiceNow or similar ITSM platforms