Engineer, IT Support

IT Support Engineer

Location:

On‑site, Norfolk, VA corporate office

As an IT Support Engineer, you are the face of IT for HG’s corporate users, based on‑site in the Norfolk, Virginia corporate office, and one of the firm’s first dedicated in‑house support hires. You own day‑to‑day help desk operations—resolving incidents, fulfilling employee requests, and keeping people productive—taking on the front‑line support work previously handled by an outside provider and setting the standard for responsiveness and service quality.

This role is built for someone who pairs deep, hands‑on technical skills across desktop, hardware, networking, and security with the judgment and ownership to run a help desk in a fast‑moving environment.

You will work closely with the infrastructure and business applications teams, the managed service provider, and third‑party vendors to resolve issues end‑to‑end, and you will help establish the processes, standards, and documentation that turn reactive support into an enterprise‑grade function.

• Own first‑ and second‑line corporate support firmwide alongside the New York‑based engineers—resolving incidents remotely for all corporate users and serving as on‑site support for the Norfolk office during core business hours; partner with the MSP on critical after‑hours escalations.
• Partner with the New York‑based support engineers to deliver consistent corporate support across both locations—sharing coverage, maintaining common standards, and documentation, and providing mutual backup so firmwide support is continuous.
• Diagnose, troubleshoot, and resolve employee support requests, serving as the primary in‑house resolution point rather than relying on the MSP for first‑line support.
• Manage employee IT onboarding and offboarding—provisioning devices, accounts, and access on day one, and deprovisioning and securing data on exit.
• Configure and install hardware, including laptops, workstations, printers, phones, video conference units, and mobile devices.
• Administer Microsoft 365, Intune, and Entra , including license assignment, device enrollment, and identity and MFA management.
• Create and maintain user account information, including access rights and group memberships.
• Support security standards (antivirus, patching, and access control).
• Track technical problems and issues through resolution via the help desk ticketing system.
• Provide tier‑1 triage and routing for business application issues, directing them to the business applications team or vendor.
• Support audiovisual and video conferencing requests.
• Perform WAN/LAN troubleshooting.
• Serve as the in‑house interface to the managed service provider (MSP), escalating tier‑2 and infrastructure issues and tracking them through to resolution.
• Serve as on‑site "eyes and hands" for the infrastructure team, including receiving equipment, cabling, and physical tasks that cannot be handled remotely.
• Maintain IT asset and hardware inventory, including lifecycle, warranty, and procurement coordination.
• Initiate and track service requests with third‑party providers.
• Provide input and help maintain standard operating procedures, best practices, and customer service guidelines related to end‑user support.
• Help onboard and train future support hires as the in‑house function grows.

• 2‑5 + years of experience in IT support, help desk operations, or end‑user services in a corporate environment.
• Strong hands‑on experience supporting desktops, laptops, mobile devices, and peripheral hardware in a professional setting.
• Proficiency with Microsoft 365, including administration of Exchange Online, Teams, and SharePoint.
• Experience with Microsoft Intune and Entra  (Azure AD), including device enrollment, identity management, and MFA configuration.
• Demonstrated experience configuring, deploying, and troubleshooting endpoint devices and enterprise applications.
• Working knowledge of networking fundamentals, including WAN/LAN troubleshooting.
• Familiarity with IT security best practices, including endpoint protection, patch management, and access control.
• Experience working with help desk ticketing systems and managing incidents through resolution…