Support Engineer

[[JD_HEADING:JOB SUMMARY

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Support Technician is responsible for providing first-level technical support and assistance to clients. This role involves troubleshooting hardware, software, and network-related issues, assisting with workstation deployments, maintaining documentation, and delivering excellent customer service. The Support Technician works closely with senior engineers to resolve technical issues and support client environments.

DUTIES & RESPONSIBILITIES

• Provide technical support for end users involving desktops, laptops, printers, mobile devices, and business applications.
• Troubleshoot hardware, software, and basic network connectivity issues.
• Assist with user account management, password resets, and Microsoft 365 administration.
• Monitor and respond to service requests and incidents through the ticketing system.
• Escalate complex issues to senior engineers as needed.
• Document troubleshooting steps, resolutions, and client environment information.
• Assist with workstation setup, deployment, and software installations.
• Provide remote support to clients using remote management tools.
• Keep customers informed of ticket status, progress, and resolution efforts.
• Follow established procedures and best practices for incident management.
• Accurately enter time, notes, and ticket updates.
• Maintain a professional and customer-focused approach in all interactions.
• Participate in ongoing training and professional development activities.

KNOWLEDGE & SKILL REQUIREMENTS

• Basic understanding of Microsoft Windows operating systems.
• Familiarity with Microsoft 365 applications and services.
• Basic understanding of computer hardware, printers, and peripherals.
• Fundamental knowledge of networking concepts such as TCP/IP, DNS, DHCP, LAN, and Wi-Fi.
• Strong troubleshooting and problem-solving skills.
• Excellent verbal and written communication skills.
• Strong customer service and interpersonal skills.
• Ability to prioritize tasks and manage multiple issues simultaneously.
• Ability to learn new technologies quickly.
• Experience with help desk or ticketing systems is a plus.
• Self-motivated and able to work effectively in a team environment.

PREFERRED QUALIFICATIONS

• 0-2 years of IT support or help desk experience.
• Associate degree in Information Technology or related field, or equivalent experience.
• Experience with Microsoft 365, Windows 10/11, and basic networking concepts.
• Familiarity with ConnectWise, Autotask, or similar PSA/RMM tools is a plus.

PREFERRED CERTIFICATIONS

• CompTIA A+
• CompTIA Network+
• Microsoft Fundamentals Certifications (MS-900, AZ-900, or similar)

Pay: $35,000.00 - $50,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Work Location: In person