IT SUPPORT ENGINEER

IT Support Engineer

Position Summary

Environmental Restoration, LLC is seeking an experienced and customer-focused IT Support Engineer to provide end-user support, manage endpoint technologies, administer Microsoft 365 services, and support enterprise business systems. This role is responsible for maintaining secure, reliable IT operations; assisting employees with technical issues; deploying and supporting hardware and software solutions; and supporting the organization's cybersecurity and compliance initiatives.

The ideal candidate will have strong technical troubleshooting skills, experience with Microsoft cloud technologies, and a commitment to delivering exceptional customer service.

Essential Duties and Responsibilities

End-User Support

• Provide Tier 1 and Tier 2 technical support for employees across multiple office locations.
• Troubleshoot and resolve issues related to:
  • Windows desktops and laptops
  • Microsoft 365 applications
  • Email and collaboration platforms
  • Mobile devices
  • Printers and peripheral equipment
  • VPN and remote access solutions
• Respond to service requests and incidents through the IT help desk platform.
• Escalate complex issues when necessary and track issues through resolution.

Endpoint & Device Management

• Deploy, configure, and support Windows workstations, laptops, and mobile devices.
• Administer Microsoft Intune and endpoint management solutions.
• Manage device enrollment, compliance policies, application deployments, and configuration profiles.
• Support hardware refresh programs and lifecycle management initiatives.
• Maintain inventory records for corporate IT assets.

Identity & Access Management

• Administer Microsoft Entra ID (Azure AD) user accounts and groups.
• Perform user provisioning and deprovisioning activities.
• Manage password resets, MFA enrollment, and access requests.
• Support hybrid identity and device-join processes.

Microsoft 365 Administration

• Assist in administration of:
  • Microsoft 365
  • Exchange Online
  • Teams
  • SharePoint Online
  • OneDrive
  • Entra ID
• Support user onboarding and adoption of Microsoft collaboration technologies.

Security & Compliance

• Implement and maintain endpoint security controls.
• Support BitLocker encryption management and device compliance initiatives.
• Assist with vulnerability remediation and cybersecurity projects.
• Follow company security policies and support compliance efforts related to:
  • CMMC
  • NIST 800-171
  • Microsoft GCC High environments
  • Information security best practices

User Onboarding & Offboarding

• Configure hardware, software, and user accounts for new employees.
• Coordinate onboarding activities with Human Resources and department managers.
• Ensure timely deactivation of accounts and recovery of assets for departing employees.

Documentation & Process Improvement

• Create and maintain technical documentation, procedures, and knowledge-base articles.
• Assist in developing standardized support processes and automation opportunities.
• Participate in IT projects and technology rollouts.

Required Qualifications

• Associate degree in Information Technology, Computer Science, or related field; equivalent experience considered.
• 3+ years of IT support or systems administration experience.
• Experience supporting Windows operating systems in a business environment.
• Experience with Microsoft 365 administration.
• Knowledge of Microsoft Intune and Entra ID.
• Experience with hardware deployment and lifecycle management.
• Strong troubleshooting and problem-solving skills.
• Excellent customer service and communication abilities.

Preferred Qualifications

• Experience supporting Microsoft Commercial and GCC High environments.
• Familiarity with CMMC or NIST 800-171 compliance requirements.
• Experience with endpoint security and device compliance management.
• Microsoft certifications such as:
  • Microsoft 365 Certified: Endpoint Administrator Associate
  • Microsoft Certified: Modern Desktop Administrator
  • Microsoft Certified: Administrator Expert

Core Competencies

• Customer Service Excellence
• Technical Troubleshooting
• Attention to Detail
• Time Management
• Process Improvement
• Team Collaboration
• Documentation and Knowledge Sharing
• Cybersecurity Awareness

Success Metrics

The successful candidate will:

• Resolve end-user issues efficiently and professionally.
• Maintain secure and compliant endpoint environments.
• Ensure timely onboarding and offboarding of users.
• Maintain accurate device and asset records.
• Reduce recurring support issues through documentation and process improvements.
• Contribute to a reliable, secure, and highly available IT environment.