Support Escalation Engineer

2 weeks ago

Washington, United States Addison Group Full time

Position Overview:

We are seeking an experienced and highly motivated Senior Digital Workplace Support Specialist to join our team. As the first point of escalation for all computer hardware and software-related inquiries, you will be responsible for providing technical support and system administration to our diverse, mission-driven non-profit organization. In this role, you'll thrive in a fast-paced, highly collaborative environment and will play a crucial role in maintaining the integrity and efficiency of our digital workplace infrastructure.

Essential Functions:

  • Point of Escalation: Serve as the primary point of escalation for all IT issues and inquiries related to computer hardware, software, and peripheral devices.
  • End-User Support: Install, configure, maintain, and troubleshoot workstations, peripherals, and software for end users.
  • Data Integrity & Troubleshooting: Ensure workstation data integrity by implementing and managing software and hardware solutions, diagnose hardware/software failures, and provide timely resolution.
  • System Administration: Provide server administration support, patch management, and assist with general IT infrastructure needs.
  • Self-Sufficiency: Work independently, take senior-level ownership of IT projects, and collaborate with software developers when necessary.
  • Audit & Compliance: Conduct routine hardware/software audits of workstations to ensure compliance with established standards and policies.
  • System Maintenance: Proactively manage and maintain server, network, and firewall systems, and ensure timely installations, patching, and upgrades.
  • Mentorship & Cross-Training: Mentor and cross-train team members on escalations, new technologies, and best practices.
  • Proactive Monitoring: Troubleshoot, monitor, and perform root cause analysis on IT systems, workstations, software, and business applications to identify and resolve operational issues.
  • Forward Planning: Plan and prepare for necessary hardware/software upgrades to support system growth.

Required Knowledge, Skills, and Abilities (KSAs):

  • Escalation Management: Strong experience as the point of escalation for complex IT issues, ensuring timely resolution and follow-up.
  • Technical Proficiency: Expertise in Microsoft Active Directory, Intune, Exchange, Windows 10 and 11, Office 365, Outlook, Azure, Okta, and server administration.
  • Cybersecurity Tools: Experience with VPN, Antivirus, MDM, N2WS, Mimecast, Automox, Kandji, Druva, Arctic Wolf, Symantec, and Microsoft Defender.
  • Hardware Troubleshooting: Proficient in imaging and troubleshooting both Mac and PC hardware.
  • Communication: Excellent communication skills, with the ability to engage and support a diverse user community, including C-suite executives.
  • Collaboration: Ability to work effectively in a team, especially in a collaborative environment with cross-functional teams.

Required Education, Certifications, and Experience:

  • Education: High School Diploma or equivalent (Bachelor's degree preferred).
  • Experience: 5+ years of experience in IT support and server administration, with a proven track record of troubleshooting complex technical issues independently.
  • Soft Skills: Excellent interpersonal skills, with a strong customer-service orientation, and ability to interact with stakeholders at all levels.
  • Prioritization: Ability to self-prioritize tasks in a fast-paced environment, ensuring that critical issues are resolved quickly and efficiently.

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