IT Support Engineer

Role Title : IT Support Engineer | Location : Rutland, VT - 05701

Hooksett, NH-03106

Dayton, OH-45414

Vandalia, OH-45215

Las Colinas, Irving TX

Midland TX

HWY 80 TX

Big Lake TX

Role Overview :

We are looking for a skilled IT Support Engineer with expertise in PC hardware, software, operating systems, directory services, printing, and applications. The ideal candidate will be responsible for providing technical support, including application assistance, desktop / laptop installation, printer configuration, and end-user support both onsite and remotely. This role requires strong troubleshooting skills, excellent communication abilities, and experience in IT service management.

Key Responsibilities :

• Provide comprehensive support for PC hardware, software, operating systems, and applications.
• Ensure efficient application support and collaborate with second-level teams for global applications.
• Manage desktop / laptop installations, schedule upgrades, and maintain software, data, and configurations during transitions.
• Support printers, including network setup, driver installation, and coordination with vendors for maintenance and repairs.
• Install and configure desktops, laptops, mobile devices, peripherals, and associated software.
• Troubleshoot Windows 10 / 11, Android OS, macOS, Microsoft Office, LAN / WAN issues, Wi-Fi configurations, VoIP phone setups, and software installations.
• Provide prompt onsite and remote technical support to end users.
• Manage service tickets, ensuring issues are resolved within agreed SLAs and updating users as necessary.
• Develop standardized configurations, installation guides, and knowledge base documentation (KB / KEDB, SOPs).
• Coordinate with vendors for end-user support, including warranty repairs and hardware replacements.
• Work with Level 3 support teams and project teams on service improvements, maintenance, and upgrades.
• Offer IT support for onsite and offsite events, including venue coordination and real-time assistance.
• Assist in disaster recovery efforts and provide immediate response during emergencies at local sites.
• Maintain expertise in Office 365 and its support requirements.
• Administer Active Directory user / group management, DNS, Group Policy, networking, and firewall configurations.
• Provide second-line technical support, incident and problem management via a service desk tool.
• Adhere to ITIL processes and service level agreements (SLAs).
• Communicate effectively with users, senior management, IT teams, project teams, and vendors.

Core Competencies :

Required Experience :

Essential Skills :

Desirable Skills :