IT Operations Engineer - Onsite

Whether you're an experienced professional or just getting started, your contributions matter  you're passionate about tackling meaningful challenges alongside talented team members committed to helping each other succeed, all while having lots of fun, we want to hear from you. We offer competitive benefits and salaries, personal and professional development opportunities, flexibility, and much more!

At Fortra, we're breaking the attack chain.

• Serve as the primary onsite IT support resource, providing timely troubleshooting, issue resolution, and escalation management for all technology-related requests while maintaining accurate documentation and knowledge base articles.
• Support and maintain core IT infrastructure services, including DNS, Single Sign-On (SSO), virtual machines, networking, printing services, and related systems in alignment with established IT standards and best practices.
• Administer and leverage End User Computing (EUC) tools, including endpoint management platforms, software deployment solutions, ticketing systems, and automation tools to support employee productivity and business operations.
• Manage workstation and endpoint lifecycle activities, including device provisioning, imaging, deployment, maintenance, upgrades, asset tracking, and retirement.
• Ensure compliance with software licensing requirements and execute operating system, application, and security updates in accordance with company IT policies and standards.
• Act as a technical Subject Matter Expert (SME) within the Service Desk organization, providing guidance, mentoring, and recommendations that drive operational excellence and continuous improvement.
• Troubleshoot and support end-user hardware, software, mobile devices, collaboration tools, and business applications across the office environment.
• Administer user accounts, access permissions, identity management, and onboarding/offboarding processes, ensuring security, accuracy, and an exceptional employee experience.
• Deliver new hire technology orientations, user training, and technology adoption support to improve overall end-user effectiveness.
• Partner closely with Infrastructure, Security, Dev Ops, Cloud Operations, and other cross-functional teams to resolve complex technical issues and support strategic initiatives.
• Provide hands-on onsite support for conference rooms, audiovisual systems, office technology, executive support needs, and workplace technology services.
• Identify opportunities to improve processes, automate routine tasks, enhance service delivery, and increase operational efficiency across IT support functions.
• Participate in project planning, implementation, testing, and deployment activities, ensuring successful delivery of technology solutions and workplace initiatives.
• Continuously evaluate and refine support processes, workflows, and documentation to improve service quality, user satisfaction, and operational outcomes.

• At least 2 years' experience working in an enterprise IT organization, in a technical support role
• Strong proficiency in operating systems (Windows, macOS, Linux), office productivity suites, and common software applications
• Proficiency in Microsoft 365 admin, Microsoft Active Directory, Exchange, MFA and Azure.
• Good understanding of networking principles, protocols, and troubleshooting techniques
• Familiarity with remote support tools and techniques. (e.g. Team Viewer)
• Professional certifications such as CompTIA A+, CompTIA Network+, Microsoft Certified:
  Azure Fundamentals or similar, are desired
• Strong understanding and ability to navigate, operate, and troubleshoot a variety of IT systems, tools, and software, leveraging deeper expertise than an entry-level associate
• Articulates complex technical concepts clearly to both technical and non-technical stakeholders, ensuring smooth collaboration and understanding
• Engages with end-users proactively, ensuring their IT needs are met promptly and with a focus on improving overall satisfaction and user experience
• Demonstrates a thorough understanding of and consistently adheres to advanced organizational procedures, guidelines, and best practices in all technical activities
• Assesses and prioritizes tasks with a keen sense of urgency, particularly in complex or ambiguous situations, ensuring critical issues are addressed promptly
• Excellent written and oral communication skills
• Able to collaborate with technical and non-technical people at all levels of the organization
• Excellent customer service skills,…