IT Support Engineer

We are seeking an experienced IT Support Engineer to provide onsite technical support, administer workplace technology platforms, and troubleshoot business applications and telephony systems.

This position requires hands-on administration of Microsoft 365, Microsoft Entra ID, Freshservice, Microsoft Intune, Apple Devices and Windows Autopilot. You will take ownership of issues from investigation through resolution, communicate clearly with users, and improve support processes and documentation.

The successful candidate takes initiative, manages priorities independently, and delivers reliable results with minimal supervision.

Key Responsibilities

• Administer Microsoft 365 services, including Exchange Online, Teams, SharePoint Online, OneDrive, and Microsoft 365 Apps. Manage licensing, mailboxes, collaboration settings, and service configurations.
• Administer Microsoft Entra ID users, groups, and permissions. Configure and troubleshoot multifactor authentication, single sign-on, and approved Conditional Access policies; use sign-in logs to investigate access problems.
• Administer Microsoft Intune device enrollment, configuration profiles, compliance policies, application deployment, updates, encryption, and approved endpoint security controls.
• Configure and troubleshoot Windows Autopilot device registration, deployment profiles, provisioning, enrollment, and reset processes.
• Administer ITSM Platform assignment groups, access permissions, ticket routing, workflows, service catalog items, approvals, service-level targets, asset management, and reporting.
• Provide onsite and remote troubleshooting for Windows and Apple devices, business applications, printers, peripherals, meeting room technology, and network connectivity.
• Troubleshoot telephony and VoIP systems, including desk phones, softphones, headsets, call routing, queues, voicemail, dropped calls, and audio quality. Use platform diagnostics to identify device, application, network, or provider issues.
• Investigate and resolve application and PHI/data issues within approved procedures. Document impact, reproduction steps, diagnostics, and troubleshooting results; escalate issues requiring code changes or infrastructure expertise.
• Complete employee onboarding and offboarding, including equipment provisioning, account and license changes, access removal, and asset records. Coordinate device repairs, warranty service, returns, redeployment, and approved data removal before reuse or disposal.
• Test and document administrative changes, obtain required approvals, and maintain implementation and rollback plans.
• Identify and escalate suspected security or privacy incidents. Coordinate with offshore teams using sanitized information and keep PHI and sensitive data within approved systems and communication channels.
• Maintain ticket ownership, provide timely user updates, meet established service targets, and participate in a scheduled on-call rotation for urgent after-hours issues.
• Create troubleshooting guides and knowledge articles, provide user training, automate recurring tasks, and supply technical evidence for access reviews and SOC 2/HITRUST assessments.

Required Qualifications

• Bachelor's degree in Information Technology or Computer Science, preferred
• At least three years of relevant IT support experience, including L2 troubleshooting and hands-on platform administration.
• Demonstrated administration experience with Microsoft 365, including Exchange Online, Teams, SharePoint Online, and OneDrive.
• Hands-on experience administering Microsoft Entra ID, Microsoft Intune, and Windows Autopilot.
• Experience administering Freshservice workflows, assignment groups, service catalog items, asset records, and reporting.
• Strong Windows troubleshooting skills and working knowledge of DNS, DHCP, TCP/IP, VPNs, and Wi-Fi.
• Experience troubleshooting telephony or VoIP systems and using call diagnostics to investigate connectivity, routing, and audio-quality problems.
• Ability to investigate business application issues, interpret logs, and prepare clear technical escalations.
• Ability to use PowerShell for troubleshooting and routine administrative automation.
• Experience applying access controls, protecting confidential information, and following change management procedures.
• Demonstrated ability to take initiative, prioritize work independently, and drive issues to resolution with minimal supervision.
• Strong communication, documentation, and customer service skills, with sound judgment about when to escalate issues.
• Ability to work onsite in the Glen Allen, Virginia office and participate in scheduled after-hours support.

Preferred Qualifications

• Experience supporting healthcare or another regulated environment and handling PHI.
• Experience administering Microsoft Defender or comparable endpoint security tools.
• Intermediate SQL Knowledge
• Experience supporting SOC 2 or HITRUST evidence collection.
• Experience collaborating with offshore support and development teams.