IT Support Engineer - Onboarding Specialist

We are looking for a highly skilled and motivated IT Support Specialist to join our dynamic team. In this role, you will provide Tier 1-2 help desk and onsite support while leading customer onboarding and offboarding processes. You will play a key role in delivering consistent, secure, and standardized implementations across hosted and cloud environments., * Provide Tier 1-2 help desk support, including troubleshooting user, system, and network issues.

• Provide onsite and remote support for Microsoft technologies (Windows Server, Exchange, SQL, SharePoint,
• Administer hosted and cloud solutions aligned with customer needs.
• Provide support for cybersecurity-related issues, including:
• Endpoint Detection & Response (EDR)
• Multi-Factor Authentication (MFA)
• Identity and access troubleshooting (Azure AD, Active Directory, SSO)
• Implement and support remote access solutions (VPN, Terminal Services, Citrix).
• Provide support for WAN/LAN connectivity, routers, firewalls, and network security.
• Monitor alerts, respond to service tickets, and ensure timely resolution.
• Provide onsite and remote support for Microsoft technologies (Windows Server, Exchange, SQL, SharePoint, Microsoft 365, VMWare).

Client Onboarding & Offboarding:

• Lead and manage onboarding/offboarding processes for new and departing clients.
• Coordinate with internal teams to ensure smooth transitions and standardized service delivery.
• Collaborate with the cybersecurity team to onboard clients into security platforms
• Setup user accounts, devices, access controls, and standardized configurations.
• Maintain onboarding documentation, checklists, and continuous process improvements.

Remote Access Solution Support:

• Provide remote technical support to end-users via phone or internet.
• Assist with backups, restoration, and system maintenance.
• Diagnose hardware and software issues and perform system updates.
• Support VPN, Terminal Services, Citrix environments.
• Assist with system updates, patches, and maintenance tasks.

Additional Duties and Responsibilities:

• Escalate issues that exceed Tier 2 scope or SLA thresholds.
• Align technology delivery with customer business goals.
• Maintain accurate technical, onboarding, and project documentation.
• Collaborate with service coordinators, engineering teams, vendors, and customers.
• Contribute to project work and implementation efforts as scheduled.

Do you have experience in WAN?, Do you have a Bachelor’s degree?, * Proven work experience in IT support, including help desk, onsite support, and remote technical assistance.

• Familiarity with Microsoft’s core business applications and virtualization technologies.
• Knowledge of WAN and LAN connectivity, routers, firewalls, and security.
• Experience in implementing and supporting remote access solutions (VPN, Terminal Services, Citrix).
• Ability to diagnose and troubleshoot hardware and software issues.
• Strong customer service and communication skills.
• Cyber Security knowledge is a plus, including experience with EDR & SIEM tools.
• Proficiency in maintaining accurate technical and project documentation.
• Solid problem-solving skills and the ability to work effectively under pressure.

Educational/Vocational/Previous Experience Recommendations:

• Bachelor’s degree (BA/BS) in Computer Science or a related field, or an equivalent combination of certifications, education, and experience.
• 6+ years of IT experience.

Pulled from the full job description

• On-the-job training
• 401(k)
• Health insurance
• 401(k) matching
• Paid time off
• Employee discount
• Vision insurance, * Competitive salary based on experience and qualifications.
• Health, vision and dental benefits included.
• Performance-based incentives.
• Full on-the-job training & support.
• Fun working environment and culture.
• Great opportunity for advancement., * 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Vision insurance