Infrastructure and Support Engineer

Job Title:Remote Infrastructure and Support Engineer (RISE)

Location:4807 Spicewood Springs Rd, Austin, TX 78759 (Hybrid)

Summary:

The RISE serves as the senior technical lead at NCUA's remote sites, providing comprehensive Tier 3 support across all IT domains: workstation and endpoint support, unified communications, network access, and software/application services. This role acts as the local extension of the central IT team, ensuring operational continuity, rapid issue resolution, and proactive coordination with Tier 3 engineers and federal stakeholders.

Responsibilities:

• Serve as the on-site technical liaison for all IT operations, acting as the "eyes and ears" of the central team
• Perform advanced diagnostics and remediation for workstation, server, and endpoint issues
• Support Microsoft 365 applications (Outlook, Teams, SharePoint, Intune) and manage endpoint provisioning
• Provide VIP "white-glove" support and coordinate executive event technology needs.
• Troubleshoot and maintain VoIP systems, Microsoft Teams Rooms, A/V equipment, and digital signage
• Resolve VPN, wireless, and remote connectivity issues; escalate firewall and routing problems to Tier 3
• Monitor local network performance and assist with datacenter appliance support under Tier 3 direction
• Develop and maintain Service Now workflows, dashboards, and incident records
• Support Azure Dev Ops pipelines, Power BI reporting, and remote automation tasks
• Ensure patching, compliance, and configuration baselines are maintained across systems
• Document technical issues, resolutions, and contribute to knowledge base articles
• Participate in contingency planning, surge support, and disaster recovery exercises

Requirements:

• Must be able to obtain andmaintaina Public Trust security clearance issued by the customer. This agency handles andadjudicatesthe security clearance process NOTE: United States Citizenship isrequiredas part of the eligibility criteria to be able to obtain this type of security clearance
• Windows 11 administration and imaging
• Microsoft 365 suite (Outlook, Teams, SharePoint, Intune)
• Active Directory & Entra
• VPN, wireless networking, remote access tools
• VoIP and A/V systems (Teams Phone, Teams Rooms)
• Service Now ITSM platform
• Scripting (Power Shell, JavaScript)
• Azure Dev Ops and CI/CD familiarity
• Strong troubleshooting, documentation, and communication skills

Preferred Certifications:

• Microsoft Certified:
  Azure Administrator or Modern Desktop Administrator
• Microsoft Teams Voice Engineer Expert
• Cisco CCNA or CCNP
• ITIL v4 Foundation
• Service Now Administrator
• Microsoft Power Platform App Maker

Experience Level:

• 5-7 years in enterprise IT support across multiple domains