Global Strategy Group (GSG) works at the intersection of business, politics, and causes. Our team is made up of a great group of professionals who come from various backgrounds in strategic communications, research, and public affairs. Our culture and values play an integral role in how we operate, and we work hard to bring passion, energy, and drive to everything we do! Global Strategy Group is the go-to public affairs, communications, and research partner for companies, causes, and campaigns. We work with our clients to build their reputations, tackle big challenges, and win.
We are seeking an IT Support Engineer to join the Information Technology team. This role serves as the primary point of contact for end-user technology support and is responsible for delivering outstanding customer experience while ensuring employees have the technology they need to be productive and successful.
The IT Support Engineer will provide technical support across GSG's modern cloud-based environment, troubleshoot hardware and software issues, manage endpoint deployments, administer user accounts, and contribute to the continuous improvement of IT services. Success in this role requires exceptional customer service, strong technical troubleshooting skills, and a proactive approach to problem solving.
This position reports to the Senior Vice President, Information Technology and works closely with the Systems Administrator to maintain a secure, reliable, and efficient technology environment. The ideal candidate enjoys solving problems, takes ownership of issues from start to finish, communicates effectively with both technical and non-technical users, and is passionate about providing an exceptional support experience.
Responsibilities
- Serve as the primary point of contact for employee technology support requests via phone, chat, and walk-up.
- Deliver exceptional customer service by taking ownership of technical issues through resolution.
- Troubleshoot and resolve hardware, software, and connectivity issues across Windows and Mac endpoints, mobile devices, printers, related peripherals.
- Support and maintain conference room technology, including audiovisual equipment, displays, conferencing systems, and room peripherals.
- Support GSG's enterprise SaaS applications, including Microsoft 365, Zoom, Slack, Box, and other business-critical platforms.
- Provision, deploy, and support Windows and Mac devices using Microsoft Intune and Windows Autopilot.
- Administer user accounts, licensing, multifactor authentication, and access requests within Microsoft Entra ID and Okta.
- Perform employee onboarding and offboarding activities, including equipment preparation, account provisioning, and access management.
- Install, configure, and maintain standard desktop software and hardware.
- Maintain accurate asset inventory and lifecycle documentation.
- Create and maintain internal knowledge base articles and end-user documentation.
- Escalate complex technical issues to the Systems Administrator while maintaining ownership of customer communication throughout resolution.
- Coordinate with technology vendors to resolve hardware, software, and service issues.
- Identify recurring support issues and recommend process improvements to enhance the employee experience.
- Build trusted relationships with employees by providing friendly, responsive, and reliable technology support.
- Support IT projects and technology deployments as assigned.
- Contribute to other Information Technology initiatives as identified.
Qualifications
- 2–3 years of experience in an IT support, service desk, desktop support, or similar customer-facing technical role.
- Experience supporting technology in a hybrid office environment.
- Exceptional customer service and interpersonal communication skills.
- Strong troubleshooting and analytical problem-solving abilities.
- Experience supporting Microsoft Windows 11 in an enterprise environment.
- Experience supporting Microsoft 365 applications and services.
- Experience with endpoint deployment and management tools.
- Experience with IT service management platforms and ticketing systems.
- Demonstrated curiosity and a willingness to continuously learn new technologies.
- Demonstrated ability to manage multiple competing priorities while maintaining a high level of customer service.
- Ability to explain technical concepts to non-technical users.
- Strong written and verbal communication skills.
- Excellent organizational, time management, and prioritization skills.
- Ability to work independently while collaborating effectively within a team.
- Experience with Microsoft Entra ID.
- Experience with Microsoft Intune and Windows Autopilot.
- Experience supporting Okta, Zoom, Slack, PrinterLogic, and Box.
- Experience with Freshservice or similar ITSM platforms.
- Knowledge and understanding of cybersecurity best practices.
- Knowledge of Microsoft Defender.
- Microsoft Fundamentals, Comptia A+, Net+, Sec+ certifications are a plus
- Bachelor’s degree in a related field, or a combination of education and experience.
Preferred Qualifications
Skills Required
- 2-3 years of experience in IT support, service desk, or desktop support
- Experience supporting technology in a hybrid office environment
- Exceptional customer service and interpersonal communication skills
- Strong troubleshooting and analytical problem-solving abilities
- Experience supporting Microsoft Windows 11 in an enterprise environment
- Experience supporting Microsoft 365 applications and services
- Experience with endpoint deployment and management tools
- Experience with IT service management platforms and ticketing systems
- Ability to manage multiple competing priorities while maintaining high customer service
- Ability to explain technical concepts to non-technical users
- Strong written and verbal communication skills
- Excellent organizational, time management, and prioritization skills
- Ability to work independently while collaborating effectively within a team
- Experience with Microsoft Entra ID
- Experience with Microsoft Intune and Windows Autopilot
- Experience supporting Okta, Zoom, Slack, PrinterLogic, and Box
- Experience with Freshservice or similar ITSM platforms
- Knowledge and understanding of cybersecurity best practices
- Knowledge of Microsoft Defender
- Microsoft Fundamentals, CompTIA A+, Network+, Security+ certifications
- Bachelor's degree in a related field or equivalent education/experience
What We Do
Global Strategy Group is the go-to public affairs, communications, and research partner for companies, causes, and campaigns. We work with our clients to build their reputations, tackle big challenges, and win. Specifically, we: • Understand and reach audiences • Change minds and influence public opinion • Champion issues and leaders • Advance legislative, regulatory, and political goals • Build and protect reputations What sets us apart? We are data-driven. We have decades of experience deriving insights from research, and interpreting that data to make its implications clear to our clients. We leverage this expertise into innovations across the data, analytics, and digital spaces, always finding better ways to measure, target and persuade diverse audiences. We are politically-attuned. We operate at the intersection of business and politics. Being in both of these increasingly connected worlds gives us an edge. We are results-oriented. Going for the win is in our DNA. Driven by our experience on political campaigns and crisis assignments, we measure our success through our outcomes.
