IT Support Engineer

The IT Support Engineer will provide frictionless support, share best practices and be a trusted advocate for our internal customers. A successful IT Support Engineer must have a strong understanding of common internet and SaaS applications (browsers, Slack, Google Workspace, Office, Okta), hardware (Apple/Windows), mobile phones and devices, networks, virtual desktops, and operating systems. The ideal candidate will also have great attention to detail and will be comfortable working in a fast-paced environment. Quick issue resolution and regular proactive maintenance are key to keeping the organization running.

Job Duties and Responsibilities:

• Daily support and triage for our federal employees
• Provide in-person and remote support to our employees (all worker types and employee levels). Requests will come in a variety of forms such as tickets, walkups, Slack, and email
• Meet and/or exceed Service Delivery SLAs and CSAT goals
• Break/Fix support as issues are discovered and resolving issues in a timely manner
• Proactively look for opportunities to increase customer and team productivity
• Effectively communicate with our customers and stakeholders with empathy and a customer first mindset
• Create knowledge articles and videos to enable our team and customers with technology best practices
• Inventory and asset management including receiving and building of hardware as well as ongoing management of assets (loaners, redeploying used assets, EOL older assets, loss prevention, etc.)
• Strive to resolve all employee support interactions on first touch, whenever possible, while proactively and conscientiously balancing competing demands in a fast-paced environment
• Assist with onsite projects as assigned
• Willingness and ability to be onsite as needed
• Ability to identify potential user issues as larger system or company-wide incidents
• Bring a positive and fun spirit to the work you do each and every day.

Skills:

• 3+ years experience with Mac and PC technical support.
• 3+ years experience working in a heavily SaaS-based environment with responsibility for managing user/role based access to systems.
• 2+ years supporting VDI solutions (VMware, AWS).
• Experience with Zoom and Zoom Room support.
• Flexible for early morning coverage and some late evening support.
• Experience with high-priority escalations and high-pressure situations.
• Strong ability to multi-task and successfully coordinate multiple projects
• simultaneously; ability to prioritize activities effectively, while ensuring a high level of accuracy and attention to detail.
• Excellent communication skills and customer service attitude.
• Self-starter with initiative and a high 'figure it out' factor.
• Proven desire to take ownership of tasks and projects and follow through to completion.
• Willingness and ability to work onsite from the DC office in a hybrid manner.