IT Support Engineer

Job Type

Full-time

Description

We are HALO! We connect people and brands to create unforgettable, meaningful, and lasting experiences that build brand engagement and loyalty for our over 60,000 clients globally, including over 100 of the Fortune 500. Our nearly 2,000 employees and 1,000 Account Executives located in 40 sales offices across the United States are the reason HALO is #1 in our $25B industry.

The IT Support Engineer is a senior role on the Service Desk Team. This position is a technical role whose purpose is to fill in the gaps between the various available support teams, consolidate knowledge and support the support teams. This role will uplift the quality of documentation and tactical solutions, providing subject and process matter expertise. To succeed at this role, the candidate must excel at teamwork, collaboration, communication and conflict de-escalation. The individual’s goal is to quickly triage problems, accurately identify root cause, and work with senior technical resources to implement reliable and consistent workarounds, to assure reduced downtime for affected staff and clients.

Responsibilities

• Responds promptly to all requests for assistance and prioritizes and completes requests using professional communication with a high level of customer service within reasonable timeframes.
• Installs, configures, tests, maintains, monitors, and troubleshoots end-user computing hardware (including desktops, laptops, printers, mobile devices, telephones, etc.) and related software.
• Manage and troubleshoot endpoint issues, including, but not limited to: Laptops, Desktops, Point of Sales, Tablets, Smart Devices, Phones
• Manage and troubleshoot end-user application issues, including, but not limited to: Microsoft O365, Adobe Creative Suite, Atlassian Suite, Salesforce
• Troubleshoot general network issues, including, but not limited to: Wireless networking, Wired networking, Network tracing, IP configuration, Firewall configuration
• Acts as a liaison between Level 1, Level 2 and Level 3 support, to assure solutions are well documented and repeatable
• Participate in vendor management to assure expedited support of products and services.
• Participate in security management to ensure security controls are enforced and compliant with policies and procedures.
• Participate in problem resolution, root cause analysis and emergency incident response.
• Subject matter expert across multiple applications, products, and technologies.
• Process matter expert across multiple workflows, processes and procedures, both technical and non-technical.
• Generate professional communications
• Generate technical documentation, including formalized workflows, processes and procedures.
• Acts as a technical business analyst.
• Develop tactical resolutions and workarounds, as needed.
• Provides training on workflows, processes and procedures.
• Assist with maintenance and administration or systems and network when required.
• Other duties as assigned.
  
  

Requirements

• Bachelor’s degree in related field 5 years Support experience or equivalent combination of education and experience
• Strong knowledge of Microsoft utilities and operating environment
• Scripting (bash/perl/python/batch/powershell) experience
• Network troubleshooting
• Print management
• Windows/Linux/Mac experience
• iOS/Android
• High Social IQ
• Call center/help desk/service desk experience
• Service Now experience
• Technical writing experience
• Business analyst experience
• Flexibility to be a team player who is willing to work extended hours when needed
  
  

Preferred Skills

• A Certification
• Network
• Server
• Linux
  
  

Compensation: The estimated base salary range for this position is between $59,000 - $83,000 annually. Please note that this pay range serves as a general guideline and reflects a broad spectrum of labor markets across the US. While it is uncommon for candidates to be hired at or near the top of the range, compensation decisions are influenced by various factors. At HALO, these include, but are not limited to, the scope and responsibilities of the role, the candidate's work experience, location, education and training, key skills, internal equity, external market data, and broader market and business considerations.

Benefits: At HALO, we offer benefits that support all aspects of your life, helping you find a work-life balance that’s right for you. Our comprehensive benefits include nationwide coverage for Medical, Dental, Vision, Life, and Disability insurance, along with additional Voluntary Benefits. Prepare for your financial future with our 401(k) Retirement Savings Plan, Health Savings Accounts (HSA), and Flexible Spending Accounts (FSA).

More About HALO:

At HALO, we energize our clients' brands and amplify their stories to capture the attention of those who matter most. That’s why over 60,000 small- and mid-sized businesses partner with us, making us the global leader in the branded merchandise industry.

• Career Advancement: At HALO, we’re passionate about promoting from within. Internal promotions have been key to our exponential growth over the past few years. With so many industry leaders at HALO, you’ll have the opportunity to accelerate your career by learning from their experience, insights, and skills. Plus, you'll gain access to HALO’s influential global network, leadership opportunities, and diverse perspectives.
• Culture: We love working here, and we’re confident you will too. At HALO, you’ll experience a culture of ingenuity, inclusion, and relentless determination. We push the limits of possibility and imagination by staying curious, humble, and bold breaking through yesterday’s limits. Diversity fuels our creativity, and we thrive when each of us contributes to an inclusive environment based on respect, dignity, and equity. We hold ourselves to a high standard of excellence with a commitment to results and supporting one another with accountability, transparency, and dependability.
• Recognition: At HALO, your success is our success. You can count on us to celebrate your wins. Colleagues across the company will join in recognizing your milestones and nominating you for awards. Over time, you’ll accumulate recognition that can be converted into gift cards, trips, concert tickets, and merchandise from your favorite brands.
• Flexibility: Many of our roles offer hybrid work options, and we pride ourselves on flexible schedules that help you balance professional and personal demands. We believe that supporting our customers is a top priority and trust that you and your manager will collaborate to create a schedule that achieves this goal.
  
  

HALO is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We insist on an environment of mutual respect where equal employment opportunities are available to all applicants without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law. Inclusion is a core value at HALO and we seek to recruit, develop and retain the most talented people.

HALO participates in E-Verify. Please see the following notices in English and Spanish for important information: E-Verify Participation and Right to Work.

HALO is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need reasonable accommodation because of a disability for any part of the employment process – including the online application and/or overall selection process – you may email us at hr@halo.com. Please do not use this as an alternative method for general inquiries or status on applications as you will not receive a response. Reasonable requests will be reviewed and responded to on a case-by-case basis.