IT Engineer II | Genius Bar Engineer

We're looking for an experienced Level II IT Engineer who combines strong technical expertise with an exceptional customer service mindset.

In this role, you'll serve as a key member of our IT Engineering team while acting as a trusted technology resource for employees across the organization. You'll provide both walk-up and escalated technical support, deliver white-glove service for end users and leadership, and help maintain a modern Microsoft-centric environment.

This position is ideal for someone who enjoys solving complex technical issues but also thrives in highly visible, employee-facing environments where communication, responsiveness, and customer experience are just as important as technical skill.

• Serve as a primary point of contact for employees seeking in-person and remote technical assistance.
• Provide a "Genius Bar" style support experience, offering hands-on assistance for hardware, software, mobile devices, and workplace technology.
• Deliver white-glove support for executives, leadership teams, and other business-critical users.
• Own user issues from initial engagement through resolution, ensuring an exceptional support experience.
• Support conference room technology, collaboration tools, printers, peripherals, and workplace devices.
• Assist with employee onboarding by preparing, deploying, and configuring technology for new hires.
• Manage device refreshes, replacements, upgrades, and technology lifecycle initiatives.
• Build trusted relationships with employees while serving as an ambassador for the IT organization.

• Act as a Tier II escalation point for complex endpoint, application, networking, and infrastructure issues.
• Troubleshoot and resolve advanced issues involving Microsoft 365, Entra , Active Directory, Windows endpoints, and enterprise applications.
• Manage and support Microsoft Intune and/or SCCM environments for endpoint deployment, patching, and compliance.
• Troubleshoot VPN, Wi-Fi, LAN/WAN, DNS, DHCP, and connectivity-related issues.
• Develop and maintain Power Shell scripts to automate routine administrative functions.
• Create technical documentation, knowledge base articles, and support procedures.

• Support Windows Server environments and core enterprise infrastructure.
• Assist with system upgrades, patch management, and technology improvement initiatives.
• Monitor system performance and proactively identify opportunities for increased reliability and efficiency.
• Partner with Infrastructure, Security, and Applications teams on enterprise projects and escalations.

• 5+ years of experience in IT Support, Systems Administration, End User Computing, Desktop Engineering, or Infrastructure Support.
• Experience delivering high-touch, customer-focused end-user support.
• Strong Microsoft technology background including:
• Active Directory
• Microsoft 365
• Intune and/or SCCM
• Windows Desktop & Server
• Solid networking fundamentals including TCP/IP, DNS, DHCP, VPN, LAN/WAN.
• Experience with Power Shell scripting and automation.
• Strong troubleshooting and root-cause analysis skills.
• Excellent communication and interpersonal skills.
• Ability to thrive in a highly visible role supporting users across all levels of the organization.

• Experience supporting executives and VIP users.
• Experience in a walk-up support center, technology bar, Genius Bar, or end-user experience environment.
• Microsoft certifications.
• CompTIA Network+, Security+, or ITIL Foundation certification.

• Top-shelf benefits that begin on Day One!
• Work with a modern, cloud-first technology stack and the latest enterprise tools
• Be part of a rapidly growing organization with real opportunities for advancement
• Gain exposure to cutting-edge technologies and high-impact projects
• Collaborate with a team that values innovation, growth, and continuous learning