IT Support Engineer

The IT Support Engineer will provide application and engineering support on all the IT Infrastructure and Services provided to the CAFB staff. This role is responsible for the maintenance and configuration of existing systems and the exploration and implementation of new IT Services. They will also be responsible for system documentation and cross-training for continued engineering support. The IT Support Engineer must have excellent research and analysis skills in order to solve new/unknown problems. The role will be designated as a subject matter expert on a portion of systems, services and projects within the IT Team.

Responsible for the day-to-day operations of IT Support through the training and coaching of IT Support Technicians and IT Interns. In addition, they provide tier 2/3 technical escalation support within the team, to ensure proper and speedy resolution on various technical issues and problems relating to hardware, software, and peripherals.

Essential Functions: Systems Management

• Work independently in the management of systems and services.
• Identify ways to simplify, automate and improve accuracy of IT systems management processes
• Manage the selection, testing, configuration and deployment of new hardware, software, networks, and SaaS (Software as a Service) platforms
• Create automation tools and scripting to improvement and drive efficiencies in IT business processes
• Manage internal and external IT project requests

Project Management / Documentation / Training

• Create project documentation and plans for systems management and implementations.
• Manage individual and multi-team projects
• Writing documentation on technical specifications and design
• Writing end-user process and system documentation
• Creating and delivering training materials, through live video, in-person, or pre-recorded sessions

Technical Support

• Manage IT support request ticket queue escalations to meet established service levels
• Handle advanced service requests on application automations, business process and functions.
• Training and coaching junior IT staff on Tier 1 support requests.
• Define methods for provisioning users, computer hardware, and network/telecom configurations
• Provide resolution to common issues and questions about IT systems and processes
• Provide IT service management principals to support requests, through reporting, incident management and proper escalation
• Monitor systems alerts and repair minor errors, escalate issues if needed.
• Periodic security-check-ins for accounts, monitor users at risk on a weekly basis.

Miscellaneous

• Performs other related duties as assigned

• At least 3 years related work experience, or equivalent related certifications and/or education
• Experience with Microsoft 0365, Azure, Active Directory administration, Entra
• Experience with SaaS software implementation, configuration and administration (NetSuite, Jira, SharePoint, O365, etc.)
• Experience with working with Microsoft automation tools like PowerBi and Fabric.
• Understanding of AI tools and implementation. (Copilot, Claude)
• Understanding of business process automations (Microsoft Power Automate, Flows, Jira Automation)
• Experience with configuring Mobile Device Management applications (Intune preferred)
• Advanced skills with hardware and computer provisioning
• Ability to learn new software and hardware systems
• Experience with IT Service Desk or Help Desk processes and environments
• Experience designing IT process workflows (ITIL/ITSM)
• Experience with Security incident response
• Experience leading projects to implement new IT Services
• Knowledge of IT Security principals, IT Service Management, and Asset Management
• Skilled in Warehouse technologies, such as bar code scanners, label printers and mobile devices
• Ability to work within the Microsoft 365 environment (SharePoint, Outlook, Office, etc.)
• Ability to provide support remotely, through video, chat, and written communications
• Technical and Process documentation

Preferred:

• Excellent technical research skills
• Strong analytical and problem-solving skills, with the ability to research to identify solutions
• Strong detail orientation
• Track record of success working with diverse teams to reach a common goal
• Interest and precision in working without detailed instructions, data entry, and automations
• Ability to be discreet with personal information
• Excellent verbal and written communication skills
• Excellent time management skills with a proven ability to meet deadlines

Physical Requirements: The physical demands and working conditions described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Sitting: over 2/3 percent of the time
• Keyboarding: over 2/3 percent of the time
• Driving: under 1/6 percent of the time
• Ability to lift equipment over 20 pounds. Other physical activities as required by the duties and responsibilities of the position to deliver IT services.

• $60,700 to $78,000 annually

Schedule:

• Hybrid schedule available

• Regular work hours are Monday through Friday from 9 am to 5:00 pm; with weekends or extended hours for special events
• This position is based at our Washington, DC location and will require periodic site visits to other locations throughout the DC metropolitan area, including our Lorton, VA facility.