IT Services Engineer

Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!

Full Job Description

• Desktop & Laptop Support:
  Provide on-site and remote support for desktop computers, laptops, printers, mobile devices, and other hardware. Troubleshoot and resolve issues related to operating systems, applications, and peripheral devices.
• Software Installation & Configuration:
  Install, configure, and update software applications as per organizational needs. Perform OS upgrades, patches, and security updates.
• Incident & Request Management:
  Monitor and respond to support tickets and service requests in a timely manner. Prioritize and resolve issues based on severity, impact, and SLA requirements.
• User Support:
  Assist end-users with technical queries related to their workstations, mobile devices, applications, and network connectivity. Provide training and guidance on IT best practices.
• Hardware Maintenance & Upgrades:
  Perform routine maintenance on hardware, including desktops, laptops, and printers. Assist in hardware upgrades, replacements, and installations.
• System Imaging & Deployment:
  Prepare and deploy system images for new hardware setups, ensuring configurations are aligned with organizational standards.
• Security & Compliance:
  Assist in maintaining IT security protocols by ensuring that devices are updated with the latest security patches and anti-virus definitions. Enforce company security policies to ensure compliance.
• Collaboration & Escalation:
  Work closely with other IT teams (networking, infrastructure, security, etc.) to resolve complex technical issues. Escalate unresolved or critical issues to senior support engineers or specialists as needed.
• Documentation & Reporting:
  Maintain clear and concise documentation related to issues, resolutions, and processes. Assist in creating user manuals, FAQs, and other support materials.
• Asset Management:
  Assist with tracking hardware and software inventory. Ensure all equipment is tagged and recorded accurately.
• Remote Support:
  Provide remote support for users working off-site, including troubleshooting, and resolving issues via remote desktop tools, phone, or email.

Key Skills and Qualifications:

• Educational Background:
  Bachelor’s degree in information technology, Computer Science, or related field (or equivalent work experience).
• Experience:
  2-5 years of experience in an IT support or desktop support role, with hands-on experience in troubleshooting hardware, software, and network-related issues.
• Technical Skills:
  • Proficiency in Windows OS (Windows 10, 11), macOS, and basic Linux knowledge.
  • Strong experience with Microsoft Office Suite (Word, Excel, Outlook, etc.).
  • Familiarity with Active Directory (AD), user account management, and group policies.
  • Experience with ticketing systems (e.g., ServiceNow, Zendesk, Jira).
  • hardware knowledge (laptops, desktops, printers, etc.).
  • Experience with remote support tools (e.g., TeamViewer, Remote Desktop, etc.).
• Soft Skills:
  • Excellent communication skills, both verbal and written.
  • Strong customer service orientation with a focus on problem-solving.
  • Ability to handle multiple tasks and priorities in a fast-paced environment.
  • Attention to detail and a methodical approach to troubleshooting.
  • Strong interpersonal skills and ability to work collaboratively within a team.
• Certifications (Preferred but not required):
  • Microsoft Certified: Windows OS or related certifications.
  • ITIL Foundation certification is a plus.