IT Support Engineer 18F26

An IT Support Engineer at 18F26 is a crucial part of any technical support team, responsible for managing and maintaining the technology infrastructure of the organization. This role is key to ensuring that all IT systems function smoothly and efficiently, providing vital technical support to end-users and solving IT-related issues. The IT Support Engineer will help in identifying and resolving hardware, software, and network-related problems, and help streamline IT processes. This position requires excellent problem-solving abilities, strong communication skills, and a deep understanding of IT systems and solutions. The candidate will be expected to collaborate with various departments, ensuring them continuous support and maintaining up-time across systems.

Responsibilities

• Provide first-level support for all technical queries and issues from end-users.
• Diagnose and resolve hardware and software issues across diverse technology platforms.
• Perform routine checks and maintenance on IT systems to enhance efficiency.
• Collaborate with IT team members to provide exceptional user support and solutions.
• Maintain documentation of issues and resolutions for future reference and compliance.
• Assist in setting up, configuring, and installing IT equipment for new employees.
• Monitor network performance and manage updates, patches, and security protocols.
• Train users on new technologies and systems to enhance user adoption and satisfaction.
• Escalate complex issues to higher technical support or vendors as necessary.
• Maintain an inventory of necessary IT equipment and software licenses for management.
• Assist with IT-related projects, including rollouts and migrations as needed.
• Provide excellent customer service and maintain positive client relationships.

Requirements

• Bachelor's degree in Information Technology or a related field is preferred.
• Proven experience in a technical support role, preferably in IT environments.
• Strong understanding of network systems, hardware, and software troubleshooting.
• Excellent communication skills, both verbal and written, are required.
• Ability to prioritize tasks and manage time effectively within a fast-paced environment.
• Familiarity with ITIL processes and understanding of industry best practices.
• Certified IT professional qualifications such as CompTIA A+ or Microsoft Certification are advantageous.