{"id":3633570,"url":"https://alion.io/job/xfact-it-support-engineer-2","title":"IT Support Engineer","company":{"id":3796172,"name":"xFact","domain":"xfact.com","url":"https://alion.io/company/xfact","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Paylocity","truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Westlake, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"Azure","optional":false},{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"Microsoft Entra ID","optional":false},{"name":"TCP/IP","optional":false},{"name":"Windows","optional":false},{"name":"Google Workspace","optional":true},{"name":"ITIL","optional":true}],"status":"live","first_seen_at":"2026-11-02T19:59:31Z","employer_posted_date":"2026-11-02","last_verified_at":"2026-11-07T10:40:21Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"Description\nPosition Summary\nThe IT Support Engineer is responsible for delivering technical support to both internal and external customers. This role serves as a trusted technical resource, splitting time between both company offices and customer locations to install, maintain, troubleshoot, and support a wide range of IT systems and technologies.\nA successful candidate will provide hands-on end-user support, maintain strong customer relationships, participate in project implementations, and collaborate with technical teams to ensure reliable and secure technology services. This position requires a combination of technical skills, ability to deliver exceptional service, professionalism, and the ability to manage multiple priorities across various client environments.\nEssential Responsibilities\nTechnical Support & Troubleshooting\nProvide onsite and remote technical support for hardware, software, operating systems, and network-related issues.\nDiagnose and resolve end-user technology issues efficiently and professionally.\nConfigure, deploy, and support equipment, including but not limited to: desktops, laptops, mobile devices, printers, and peripheral equipment.\nSupport Microsoft 365, email systems, collaboration tools, and business applications.\nAssist with user account administration, password management, security access, and identity management.\nTroubleshoot wired and wireless network connectivity issues.\nDocument troubleshooting activities, solutions, and support procedures.\nCustomer Relationship Management\nServe as a primary technical contact for assigned customers.\nDevelop and maintain positive working relationships with customer stakeholders.\nAct as a liaison between customers and internal technical teams.\nProvide a high level of customer service while managing expectations and maintaining professionalism.\nTicket & Service Management\nManage assigned service requests and incident tickets through completion.\nPrioritize workload according to business needs and service level expectations.\nMaintain accurate and timely ticket documentation.\nEscalate issues appropriately when additional expertise or resources are required.\nFollow established support processes and best practices.\nDocumentation & Asset Management\nMaintain customer and internal technical documentation.\nCreate and update knowledge base articles and support procedures.\nAssist with inventory management and technology asset tracking.\nMaintain accurate records of equipment deployments and configurations.\nOther Responsibilities\nTravel to both Westlake office and customer locations as needed.\nMay be asked to perform other duties as required to meet the needs of the business.\n Required Qualifications\nAssociate degree in Information Technology, Computer Science, or related field; or equivalent combination of education and experience.\n2+ years of IT support, help desk, desktop support, or field services experience preferred.\nStrong troubleshooting and problem-solving skills.\nExperience supporting Windows operating systems and Microsoft 365.\nFamiliarity with Active Directory, Entra ID (Azure AD), and endpoint management platforms.\nUnderstanding of networking fundamentals including TCP/IP, DNS, DHCP, VPNs, and wireless networking.\nStrong written and verbal communication skills.\nAbility to manage multiple priorities in a fast-paced environment.\nAbility to work independently while remaining part of a collaborative team.\n Preferred Qualifications\nExperience supporting multiple customer environments or managed IT services.\nExperience with Microsoft Intune or modern device management platforms.\nFamiliarity with Google Workspace environments.\nExposure to cybersecurity tools and best practices.\nIndustry certifications such as: CompTIA A+\n CompTIA Network+\n Microsoft Fundamentals Certifications\n ITIL Foundations\n\nRequirements\n***This position will require flexibility to travel to corporate office and customer locations as needed.***","description_format":"text","description_chars":3949,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"associate","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["IT Consulting & Digital 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