The IT Engineer I role is a foundational role, ideal for those with prior experience in an IT Service Desk setting. You will be responsible for receiving, prioritizing, thoroughly documenting, and escalating end-user requests promptly. Your focus will be on providing active and effective resolution to meet user needs.

Problem resolution will often require the use of diagnostic and helpdesk request tracking tools. You will collaborate with both local and remote users, extending support for desktops, end-user computing technologies, and assisting in basic infrastructure support. This role is pivotal in ensuring swift and satisfactory solutions to end-user IT concerns.

WHAT YOU'LL DO

• Provide first-line support for all IT-related issues, incidents, and service requests.
• Log, track, triage, and escalate issues as necessary to ensure timely resolution.
• Maintain knowledge base articles and documentation for common issues.
• Continuously improve team processes and procedures.
• Manage and support end-user devices and office equipment.
• Install, configure, and troubleshoot IT-managed applications.
• Monitor and manage software licenses and ensure compliance.
• Provision and configure end-user accounts and access rights.
• Workstation provisioning, inventory, and lifecycle management.
• Set up and deploy new hardware and software for new hires.
• Conduct user training and orientation on IT systems and tools.
• Execute IT offboarding process for employee terminations.
• Collaborate with IT, Security, DevOps and CloudOps teams, to resolve complex issues and implement solutions.
• Other duties as assigned.

QUALIFICATIONS

• At least 2 years’ experience working in an enterprise IT organization, in a technical support role.
• Strong proficiency in operating systems (Windows, macOS, Linux), office productivity suites, and common software applications.
• Proficiency in Microsoft 365 admin, Microsoft Active Directory, Exchange, MFA and Azure.
• Understanding of networking principles, protocols, and troubleshooting techniques.
• Familiarity with remote support tools and techniques. (TeamViewer)
• Professional certifications such as CompTIA A+, CompTIA Network+, Microsoft Certified: Azure Fundamentals or similar, are desired.
• Excellent written and oral communication skills. Able to collaborate with technical and non-technical people at all levels of the organization.
• Excellent customer service skills.