IT Support Engineer

Description:

The IT Support Engineer is a key member of the IT team and will be primarily responsible for supporting 
the end user technology environment. This is a customer facing role providing the first line of support 
for the organization and highly visible. Responsibilities include maintenance and management of 
company desktops, notebooks, mobile devices, printers, servers, network devices and other office 
equipment and related software. In addition, this individual will participate in the implementation of 
new hardware and software including the installation and configuration of MS applications on the end 
user computers. This position requires an in-depth knowledge of and experience working with MS Office 
Suite, Office 365, One Drive, SharePoint and other desktop applications. In addition, thorough 
experience configuring, upgrading, troubleshooting desktop and laptops computers, servers, printers, 
scanners, and other peripheral devices is necessary. The successful candidate will who will be 
responsible for the effective and efficient operations, including maintenance and administration, of 
Windows-based, and Apple, Android computer systems.

Job Functions:

• Respond to level 1 & 2 support requests in a timely and professional manner. Communicate with 
clients and/or internal staff to report, escalate and resolve system related or network issues
• Track and document work tasks, changes and issues daily in the ticket system.
• Provides IT support team with assistance in utilizing full functionality of desktop management 
applications, including asset management, remote control (via LAN, WAN and internet)
• Installs, tests, maintains, and upgrades corporate anti-virus application, deploys Windows OS 
and application security patches, hot fixes and updates.
• Designs, builds, tests and deploys application packages utilizing packaging tools and scripting 
utilities.
• Administer Windows Servers and Exchange (Office 365) with an excellent understanding of 
Active Directory.
• Provides on-site technical support for desktop computers and peripherals in a cross-platform
environment.
• Support will include troubleshooting, repair, and installation of hardware, software, and 
desktop, laptop and tablet systems.
• Provide support for mobile devices, including Android, iPhone and iPad.
• Troubleshoot Windows 7 and 10 operating systems, applications and networking functions.
• Setup and configure workstations to be used in diverse environments, adhering to security 
requirements.
• Support and troubleshoot wired, wireless, and VPN connectivity for desktops, laptops, and 
mobile devices.
• Provide assistance to clients for general operation of standard supported COTS software.
• Provides IT support team with assistance in utilizing full functionality of desktop management 
applications, including asset management, remote control (via LAN, WAN and internet)
• Other duties as assigned

Job Requirements:

• AA degree preferred or equivalent experience with 3-5 years of experience supporting desktop 
hardware, software and strong troubleshooting skills with the ability to gather all relevant 
information, identify problems, and implement solutions quickly
• 1–2 years’ experience with Desktop Engineering and architectural support planning and strong 
focus on the technical elements of desktop, Microsoft AD, and GPO
• Strong skills in general MS Office application troubleshooting
• Experience with Office 365, SharePoint, One Drive
• Experience in installation, upgrades, and support of Windows desktops
• Experience supporting End User Computing devices/BYOD/Cellular devices
• Experience supporting remote users
• Understanding of core LAN/WAN network technologies (TCP/IP, DNS, DHCP, Routing, switches, 
wiring) and Firewall fundamentals
• Healthcare and EMS (Emergency Medical Services) experienced preferred

Physical Skills:

• While performing the duties of this job, the employee is regularly required to stand, talk or hear.
• The employee frequently is required to walk; sit; use hands and reach with hands and arms.
• Must have the manual dexterity to skillfully operate a computer keyboard and other standard 
office equipment, such as facsimile and telephone. 
• The employee must occasionally lift and/or move up to 50 pounds. 
• Corrected vision in normal range.