IT Support Engineer - Hybrid

The Office of Human Rights is seeking an experienced and highly skilled IT Support Specialist with 6+ years of hands-on IT support experience to serve as the primary point of contact for technical issues, troubleshooting, user support, endpoint administration, and ensuring a smooth day-to-day technical operation. This role is a great fit for someone who enjoys solving problems, mentoring junior technicians, owning issues end-to-end, and improving processes., Technical Support

• Provide Tier 1-3 support for hardware, software, network, and account issues.
• Diagnose and resolve escalated incidents involving Windows/macOS, Microsoft 365, VPN, networks, and business applications.
• Perform root cause analysis for recurring incidents and develop long-term solutions.

User Assistance & Leadership

• Deliver professional, customer-focused support to end users, including executive-level staff.
• Mentor junior staff by providing guidance on troubleshooting, documentation, and best practices.
• Train users on new technologies, tools, and upgrades.
• Ensure agency comply with District wide training requirements, IT, data, and telecommunication policies.

Endpoint & Device Administration

• Manage deployment, imaging, configuration, and refresh cycles for laptops and telecommunication devices.
• Administer endpoint management solutions to manage devices in bulk rather than individually.
• Maintain hardware inventory, lifecycle planning, and warranty tracking.

Networking & Systems

• Troubleshoot Wi-Fi, Ethernet, VPN, DNS, DHCP, VoIP, and printing issues.
• Collaborate with Systems and Network teams including, OCTO, during incidents and scheduled maintenance.

Case Management System Support

• Provide IT support for the organization''s case management system, including access, troubleshooting, and updates.
• Work with vendors or internal teams to resolve escalated system issues.

Standards, Procedures and Governance

• Ensure IT project life cycles comply with District standards, procedures, and required documentation.

IT & Telecommunications Support Operations

• Plan, coordinate, and monitor daily IT and telecommunication support activities to ensure timely resolution and service quality.
• Prioritize incoming requests, track progress, and maintain performance.

Security & Compliance

• Support audits, asset tracking and inventory, and compliance with IT security and operational policies.

Process & Documentation

• Maintain and improve IT documentation, SOPs, and knowledge base articles.
• Recommend and implement service improvements and automation opportunities.

Data Migration

• Plan and execute data migration activities between systems or platforms.
• Validate migrated data and resolve issues related to data transfer or system integration.

Additional Duties

Other duties as assigned.

• Bachelor's degree in Information Technology or related field or equivalent experience Required 10 Years
• Strong expertise in: Windows 11; macOS, Microsoft 365, Teams, Outlook, SharePoint/OneDrive. Required 6 Years
• Strong expertise in endpoint management tools (Intune preferred; SCCM/JAMF a plus). Required 6 Years
• Strong expertise in basic networking concepts (TCP/IP, DNS, DHCP, routing, Wi-Fi). Required 6 Years
• Strong expertise in hardware setup, configuration, imaging tools, and device lifecycle management. Required 6 Years
• Experience supporting remote, hybrid, and on-site users. Required 6 Years
• Demonstrated ability to solve complex issues independently. Required 6 Years
• Excellent communication, customer service, and technical documentation skills. Required 6 Years
• Administer support across multiple office locations. Required
• Ability to effectively work in a hybrid environment. Required
• Ability to move IT equipment (up to ~35 lbs.). Required
• ITIL Certification. Highly desired