Associate Network Engineer

Position Overview

The Associate Network Engineer / Helpdesk Associate delivers responsive, customer-focused technology support while assisting with the administration and maintenance of BCS network, identity, endpoint, cloud, and collaboration technologies. The role owns employee incidents and service requests from intake through resolution, communicates status clearly, works within established service level expectations, and troubleshoots hardware, software, access, connectivity, and Microsoft 365 issues. The role also supports employee onboarding and offboarding, maintains accurate documentation and asset records, and escalates security or infrastructure issues when appropriate. Success in this role is measured by the quality of the employee support experience, timely performance against service level commitments, clear and proactive communication, effective issue resolution, accurate ticket documentation, and a demonstrated reduction in recurring issues through root-cause analysis, knowledge management, and continuous improvement. The role also develops the technical breadth needed to grow into network, systems, cloud, or cybersecurity responsibilities.

Essential Elements

• Own the end-to-end resolution of employee technology incidents and service requests through the Corporate Help Desk, delivering a high level of customer service for Windows devices, Microsoft 365 applications, user access, network connectivity, printers, mobile devices, file access, and approved business applications. Accurately document troubleshooting, actions, resolution, and employee communication in the ticketing system.

• Monitor, prioritize, and manage the support queue in accordance with established service level agreements and escalation procedures. Provide timely acknowledgement, status updates, resolution, and follow-up; proactively communicate when a commitment is at risk and coordinate escalation to the appropriate IT resource.

• Provision, configure, deploy, maintain, and retire laptops, desktops, peripherals, and mobile devices using approved standards; maintain accurate hardware, software, and inventory records.

• Administer routine user lifecycle activities across Active Directory and Microsoft Entra ID, including account creation, group membership, access changes, password and multifactor authentication support, and timely onboarding and offboarding tasks.

• Support Microsoft 365 services, including Exchange Online, Teams, OneDrive, SharePoint Online, and Office applications; provide practical end-user guidance and training.

• Perform first-level network troubleshooting for wired and wireless connectivity, TCP/IP, DNS, DHCP, VPN, and related access issues; escalate complex incidents with clear diagnostic information.

• Assist with Microsoft Intune, endpoint configuration, device compliance, patching, software deployment, and endpoint protection; identify and escalate security alerts, suspected phishing, malware, unauthorized access, or other security concerns.

• Analyze recurring incidents and service requests to identify root causes and trends. Create and maintain knowledge articles, support procedures, configuration records, and user instructions; recommend and help implement corrective actions, process improvements, automation, or technology changes that prevent repeat issues and improve the employee support experience.

• Work with the Systems Engineer and other IT team members on network, server, cloud, endpoint, security, and technology lifecycle initiatives; complete assigned project tasks and communicate status, risks, and dependencies.

• Use basic PowerShell or other approved automation methods to improve repeatable support and administrative tasks, with appropriate review and change controls.

• Participate in after-hours support or maintenance activities when scheduled or required for critical business needs.

Requirements

Education and Certifications

• Associate's or Bachelor's degree in information technology, computer science, cybersecurity, networking, or a related field preferred; equivalent relevant experience and technical training will be considered.
• Microsoft, CompTIA, IT service management, networking, cloud, or security certifications are preferred. Examples include Microsoft Fundamentals or Associate-level credentials, CompTIA A+, Network+, or Security+.

Experience

• 4-5+ years of experience supporting end users and Microsoft-based technology environments, including help desk operations, identity and access administration, endpoint support, and network troubleshooting.
• Hands-on troubleshooting experience with Windows, Microsoft 365, Active Directory or Microsoft Entra ID, endpoint hardware, access management, and basic network connectivity.
• Experience with a ticketing platform, knowledge base, device inventory, endpoint management, or remote support tools preferred.
• Experience with Microsoft Intune, Azure, virtualization, PowerShell, or cybersecurity operations is preferred but not required.

Technical Knowledge

• Windows client operating systems; basic Windows Server concepts; Microsoft 365 applications and services.
• Active Directory, Microsoft Entra ID, user and group administration, multifactor authentication, and least-privilege concepts.
• Networking fundamentals including TCP/IP, DNS, DHCP, Wi-Fi, VPN, routing and switching concepts, and structured troubleshooting.
• Endpoint lifecycle management, patching, device compliance, antivirus or endpoint detection, and secure configuration practices.
• Basic scripting or automation skills, preferably PowerShell.

Physical Requirements

• Must be able to move and install standard computer equipment and peripherals, including exerting up to 50 pounds of force occasionally and up to 20 pounds frequently, with or without reasonable accommodation.

Compensation And Benefits

The target base salary range for this full-time, salaried position is

$70,000 - $85,000

Individual base pay depends on work location and additional factors such as experience, job-related skills, and relevant education or training. Total pay may include other forms of compensation. In addition, we offer competitive health, dental, 401k and wellness benefits beginning on the first day of the month following the first day of employment. Please ask your Talent Acquisition Specialist for more information about our total rewards package.

What we offer:

• Hybrid and remote work environments
• Full benefits including flexible HSA/PPO medical plans, Dental, Vision, and HSA/FSA
• 401(k) w/ up to 6% company match
• Generous PTO starting at 22 days annually
• 12 paid holidays
• Parental leave
• Home office and wellness reimbursement
• Generous employee referral program
• Professional development and development planning: tuition reimbursement, continuing education & assistance obtaining professional certifications