IT Support Engineer (1st/2nd line)
Confirmed on the employer's own hiring board on Oct 17, 2026. First seen by Alion on Apr 6, 2026. Unlimit scores A on the Alion truth index.
Responsibilities:
Be the First Responder: Serve as the primary point of contact for all incoming IT support requests via our ticketing system, email, chat channels, or walk-ups, for all our employees.
Triage & Troubleshoot: Diagnose and resolve hardware, software, and basic network issues. Know when to fix it on the spot and when to escalate complex issues to the Tier 2/System Administration team.
Manage the User Lifecycle: Execute onboarding and offboarding processes. Create accounts in Active Directory/Google Workspace/MFA, configure workstations, and set up secure access.
Deploy & Maintain Hardware: Prepare, image, and deploy both Windows and Apple-based devices. Help procure and maintain office tech, including monitors, docking stations, conference room AV equipment, office cable management.
- Support Equipment Procurement: Help with local hardware/software vendor communication, coordination and procurement.
- Office Access: Maintain and support our office access systems used by employees and visitors.
- Server Room: Help maintain our local and relatively basic server room, including the systems which reside there.
Educate, Document & Automate: Write clear, simple "How-To" guides for our internal knowledge base to help users solve common problems on their own. Support the automation process for recurring tasks.
Relevant experience
- The Essentials: 3+ years of experiencein an IT Helpdesk or customer-facing technical support role.
Customer-First Mindset: You possess excellent communication skills, and the patience to explain technical concepts to non-technical staff.
Core Tech Experience: Strong hands-on experience troubleshooting and administration of Windows, MacOS, Google suite, MS Office and related tools. Experience with AI-assisted automation.
Admin Basics: Familiarity with user, group and policies management in Active Directory and Google Admin console.
Hardware Fundamentals: A strong understanding of laptop hardware, peripherals, and basic network concepts (Wi-Fi, VPNs, IP addresses).
Bonus Points:
- Experience with working in as well as administration of IT Service Management tools like ManageEngine and Atlassian Jira.
Basic familiarity with running PowerShell commands and scripting.
Experience supporting Google Workspace (Gmail, Drive) in a corporate setting.
- Familiarity and basic understanding of ITIL
Relevant IT certifications.