Job Description

Job Description

Job Description

Job Title: IT Support Engineer

Reports to: IT Operations Manager

Location: Greensboro, NC

Type: Exempt/Full Time

Department: Information Technology

Summary:

We are seeking a seasoned and proactive IT Support Engineer to oversee our digital workplace services. This role combines hands-on technical troubleshooting with leadership, ensuring timely, high-quality support for end users, and acting as a key liaison between IT and the broader organization.

Duties and Responsibilities:

• Lead and mentor the Service Desk support technicians, providing guidance and technical escalation support
• Develop, maintain, and streamline workstation images.
• Automation and scripting of end user applications.
• Manage and maintain the InTune management system.
• Own and automate end user equipment updates and security patches.
• Maintain endpoint security and compliance with antivirus and encryption
• Develop and maintain network printing solutions. Ensure timely and effective resolution of hardware/software issues across the organization.
• Troubleshoot operating systems, application errors, and network connectivity issues.
• Standardize and streamline support procedures, ensuring consistent service delivery.
• Install, configure, and deploy laptops, desktops, and peripherals. Log and track issues using a ticketing system (TeamDynamix).
• Collaborate with IT leadership on planning and implementing systems upgrades and security initiatives.
• Track team performance and report key metrics to stakeholders.
• Develop and maintain knowledge base documentation.
• Lead and assist with IT projects such as system upgrades, migrations, and rollouts.

Qualifications:

• 5+ years of experience in desktop support or IT operations, with 1–2 years in a tech lead role.
• 5+ years of experience with Windows/macOS environments, networking, Active Directory, and O365.
• 5+ years of experience managing InTune, JAMF or other MDM platforms.
• 5+ years of experience with computer imaging solutions.
• 5+ years of experience in scripting with PowerShell, Python, or similar languages for IT automation.
• Strong leadership, communication, and project management skills.
• Familiarity with ITIL practices and helpdesk ticketing systems.
• Relevant certifications (CompTIA A+, Network+, MCSA, ITIL) strongly preferred.
• Ability to manage and prioritize multiple tasks and projects.
• Ability to work collaboratively with other departments and stakeholders
• Up to date with the latest technological trends and best practices.

Physical Demands:

• Standing: Frequently
• Walking: Frequently
• Sitting: Frequently
• Use of Hands/Fingers: Frequently
• Bending: Frequently
• Pushing/Pulling 12 lbs. or less: Occasionally
• Lifting/Carrying 10 lbs. or less: Occasionally
• Lifting/Carrying 11-20 lbs.: Rarely
• Reaching Outward: Frequently
• Reaching Above Shoulder: Occasionally
• Squatting/Kneeling: Occasionally

This job description is intended to provide information regarding the essential functions and basic duties of this position. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills, and duties that could be assigned. Additional functions and requirements may be assigned by management as appropriate. This document does not constitute a contract and is subject to change at the discretion of Hoffman & Hoffman, Inc.

EOE / Vets / Disabled

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