IT Support Engineer

We are seeking an IT Support Engineer who takes pride in delivering an exceptional end-user experience and thrives in a fast-moving, service-oriented environment. You will provide L1 and L2 technical support across the organization - resolving issues, supporting infrastructure, and keeping our people productive. This role is for someone who is proactive, goes beyond the ticket to understand the real problem, and brings a continuous improvement mindset to everything from user onboarding to system documentation. You are expected to use AI tools to work smarter, resolve issues faster, and improve the quality of the support you deliver.

What You’ll Do

• Provide L1 and L2 end-user support across all technical issues, handling incoming requests through phone, email, and ticketing systems with urgency and professionalism
• Use AI tools to accelerate issue diagnosis, draft documentation, streamline repetitive workflows, and improve the overall quality and speed of support delivery
• Administer and support users on Microsoft 365 and Microsoft Office products including Word, Excel, Access, PowerPoint, and Outlook
• Troubleshoot hardware across desktops, laptops, tablets, printers (local and networked), and peripheral devices, as well as Windows 10, Windows 11, and macOS operating systems
• Install, configure, and troubleshoot software, and perform higher-level scripting and troubleshooting using PowerShell and Terminal
• Support audio and visual systems across company conference rooms and assist in managing the content delivery system
• Manage printer and copier infrastructure, including setup, maintenance, and ongoing support
• Lead employee onboarding and offboarding processes, ensuring all access, devices, and accounts are handled accurately and on schedule
• Maintain accurate asset inventory and device management, ensuring all equipment is properly tracked, checked in and out, and accounted for
• Create clear documentation and instructions for both end users and internal IT processes, keeping resources current and accessible
• Partner with the IT Support Manager on project work including system upgrades, migrations, and new technology implementations
• Monitor and support LAN and WAN network services, escalating issues appropriately and ensuring network reliability, Candidates should be prepared to discuss how they are currently using AI in their technical support or IT work. This includes:
• Specific tools in active use and how they are applied to support, documentation, or troubleshooting workflows
• Measurable impact such as faster resolution times, improved documentation quality, or reduced ticket volume
• How you use AI responsibly in a support context while protecting user data and maintaining confidentiality
• Bonus: examples of AI-driven workflows, automations, or documentation systems that improved IT support efficiency

• 1 to 2 years of relevant IT support experience with a strong track record in end-user support and technical troubleshooting
• An AI-native mindset. You actively use tools such as ChatGPT, Claude, or AI-assisted IT platforms to improve how you diagnose issues, write documentation, and support users - and you can speak to the impact
• Deep familiarity with Microsoft 365 administration, Microsoft Office products, and Windows and macOS environments
• Hands-on experience troubleshooting hardware, software, networking, and AV systems in a corporate environment
• Proficiency with PowerShell and Terminal for higher-level troubleshooting and automation
• Excellent customer service and communication skills - you translate technical issues into plain language and leave users feeling supported, not frustrated
• Highly organized with strong attention to detail, especially around asset management, documentation, and process adherence
• A team player who goes the extra mile - you do not stop at the edge of your job description when the team needs you
• Flexible availability including on-call support for weekends and after-hours as needed
• Bachelor’s degree required
• Ability to advise on hardware and software solutions that fit organizational needs, We operate with discipline, clarity, and accountability. The ability to effectively leverage AI to improve speed, quality, and output is an expectation in this role, not a preference.

$55,000 to $65,000 per year, depending on qualifications. Eligible for annual company bonus program or commission incentive based on role. Compensation will depend on factors including educational background, skills, and professional experience.

Benefits Overview

We are proud to offer a comprehensive benefits package, including:

• Hybrid work schedule
• Health insurance through Cigna (medical and dental)
• Vision coverage through VSP
• Pharmacy benefits through OptumRx
• FSA, HSA, Dependent Care FSA, and Limited Purpose FSA options
• 401(k) and Roth 401(k) with company match
• Pet discount program with PetAssure
• Norton LifeLock identity theft protection
• Employee Assistance Program through NYLGBS
• Fertility benefits through Progyny
• Commuter benefits
• Company-paid Short-Term and Long-Term Disability
• Voluntary Term Life and AD&D Insurance, plus Universal Life options
• Supplemental Aflac coverage: Accident, Critical Illness, and Hospital Indemnity
• Discounts and rewards through BenefitHub