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.