Information Technology Support Engineer

Location: USA (Onsite / Hybrid - Insert Specific City/State)

Position Type: Contract / Freelance

We are seeking a reliable and proactive End-User Computing (EUC) L1 Support Technician to join our IT infrastructure team. In this role, you will serve as the first point of contact for onsite and remote end-users, providing essential technical assistance, hardware deployment, and software troubleshooting.

The ideal candidate possesses strong fundamental troubleshooting skills, excellent communication, and a commitment to delivering high-quality IT support in a corporate environment.

• Desktop Support & Troubleshooting: Provide Tier 1 technical support for workstations, laptops, printers, mobile devices, and peripherals. Diagnose and resolve basic hardware, software, and connectivity issues.
• Deployment & Imaging: Assist with the unboxing, setup, configuration, data migration, and deployment of new corporate devices (Windows/macOS) using standard enterprise imaging tools.
• Ticket Management: Log, track, and update all support requests in the IT Service Management (ITSM) ticketing system, ensuring accurate documentation and meeting established SLA targets.
• Basic Identity Management: Handle routine Active Directory and Microsoft Entra  (Azure AD) tasks, such as password resets, unlocking accounts, and verifying group memberships.
• Asset Management: Maintain accurate inventory records of hardware, software licenses, and IT peripherals in the local staging/storage areas.
• Escalation: Identify complex issues that fall outside Tier 1 scope and efficiently elevate them to Level 2/3 engineering teams with detailed documentation.

• Experience: 1–3 years of experience in an IT Helpdesk, Desktop Support, or EUC frontline role.
• Operating Systems: Strong familiarity with Windows 10/11 desktop environments; basic knowledge of macOS is a plus.
• Hardware Knowledge: Hands‑on experience assembling, configuring, and upgrading PC hardware, monitors, docking stations, and standard office peripherals.
• Software: Proficiency supporting Microsoft 365 applications, One Drive, and enterprise VPN clients.
• Tools: Basic understanding of ticketing tools (e.g., Service Now, Jira, Remedy) and remote control tools.
• Certifications (Preferred but not mandatory): CompTIA A+, Network+, or Microsoft Certified:
  Endpoint Administrator Associate.

• Communication: Clear, concise verbal and written communication skills with the ability to explain technical fixes to non‑technical users.
• Problem‑Solving: A methodical approach to troubleshooting and an eagerness to learn new enterprise technologies.
• Reliability: Strong time‑management skills, punctuality, and the ability to work independently or with minimal supervision onsite.
• Physical Requirement: Ability to lift up to 40 lbs. occasionally for moving enterprise IT hardware, deploying monitors, or organizing staging areas.