Engineer IT Support 1

The Engineer IT Support 1 serves as the first point of contact for IT support, delivering exceptional customer service while providing technical assistance to corporate and retail team members. This role is responsible for troubleshooting hardware, software, and technology-related issues, documenting incidents, and ensuring timely resolution or escalation. The ideal candidate is customer-focused, eager to learn, and thrives in a fast-paced environment., * Serve as the first point of contact for IT support requests received by email, chat, or the IT service management (ITSM) system.

• Provide first-level technical support for desktops, laptops, printers, mobile devices, point-of-sale (POS) equipment, peripherals, and approved software applications.
• Diagnose and resolve routine hardware, software, operating system, and connectivity issues by following established troubleshooting procedures.
• Create, modify, and disable user accounts, perform password resets, and fulfill basic access requests in accordance with company security policies.
• Accurately document incidents, service requests, troubleshooting steps, and resolutions within the ITSM system.
• Escalate unresolved or complex issues to the appropriate support teams while providing detailed documentation of troubleshooting performed.
• Utilize remote support tools to diagnose and resolve issues for users across multiple retail stores and corporate locations.
• Install, configure, image, deploy, and replace computers, mobile devices, printers, and other IT equipment.
• Assist with employee onboarding and offboarding activities, including workstation setup, account provisioning, and equipment recovery.
• Coordinate with vendors for hardware orders, warranty repairs, equipment replacements, and shipment tracking.
• Maintain accurate inventory records of IT assets and assist with equipment lifecycle management.
• Create and maintain knowledge base articles to improve support efficiency and enable self-service.
• Follow established security standards, policies, and procedures to protect company systems, accounts, and data.
• Participate in technology deployments, upgrades, and other IT projects as assigned.
• Maintain regular attendance and provide dependable support during scheduled business hours.
• Perform other duties as assigned., * The employee may be required to exert up to 10 lbs. of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects, including the human body. Involves sitting most of the time, but may involve walking or standing for brief periods of time
• Specific vision abilities required by this job include near acuity at 20 inches or less due to computer work
• While performing the duties of this job, the employee will experience a moderate noise level (i.e. business office with computers, phone, and printers, light traffic)

• Associate degree in Information Technology, Computer Science, or a related field, or equivalent combination of education and experience.
• 0-2 years of experience in a Help Desk, Desktop Support, or Technical Support role.
• Basic knowledge of Windows operating systems and Microsoft 365 applications.
• Basic understanding of computer hardware, printers, mobile devices, and peripheral troubleshooting.
• Familiarity with Active Directory or Microsoft Entra ID user account management.
• Basic understanding of networking concepts, including TCP/IP, DNS, DHCP, and Wi-Fi.
• Strong customer service, communication, and interpersonal skills.

• Excellent problem-solving and organizational abilities.

• Ability to prioritize multiple tasks while maintaining attention to detail.

• Ability to work independently and collaboratively within a team., * Experience supporting retail environments or distributed locations.
• Experience with an IT Service Management platform such as Freshservice, ServiceNow, Jira Service Management, or similar.
• Experience supporting Microsoft 365, Microsoft Teams, and Outlook.
• Familiarity with remote support tools.
• Knowledge of imaging and endpoint management solutions such as Microsoft Intune, Microsoft Endpoint Configuration Manager (SCCM), or similar.
• CompTIA A+, Google IT Support Professional Certificate, or other entry-level IT certification.