IT Senior Network Engineer

ROLE SUMMARY

The IT Support Engineer is a key member of the IT team and will be primarily responsible for supporting the end-user technology environment. This is a customer-facing role providing the first line of support for the organization and is highly visible. Responsibilities include maintenance and management of company desktops, notebooks, mobile devices, printers, servers, network devices and other office equipment and related software. In addition, this individual will participate in the implementation of new hardware and software including the installation and configuration of MS applications on the end user computers. This position requires in-depth knowledge of and experience working with MS Office Suite, Office 365, One Drive, SharePoint, and other desktop applications. In addition, thorough experience configuring, upgrading, troubleshooting desktop and laptops computers, servers, printers, scanners, and other peripheral devices are necessary. The successful candidate will be responsible for the effective and efficient operations, including maintenance and administration, of Windows-based, and Apple, Android computer systems.

This is an Exempt/Salaried position.


KEY RESPONSIBILITIES

Job Functions

• Respond to level 1 & 2 support requests in a timely and professional manner. Communicate with clients and/or internal staff to report, escalate, and resolve system related or network issues.
• Track and document work tasks, changes, and issues daily in the ticket system.
• Provides IT support team with assistance in utilizing full functionality of desktop management applications, including asset management, remote control (via LAN, WAN, and internet)
• Installs, tests, maintains, and upgrades corporate anti-virus application, deploys Windows OS and application security patches, hot fixes, and updates.
• Designs, builds, tests and deploys and application packages utilizing packaging tools and scripting utilities.
• Administer Windows Servers and Exchange (Office 365) with an excellent understanding of Active Directory.
• Provides on-site technical support for desktop computers and peripherals in a cross-platform environment.
• Support will include troubleshooting, repair, and installation of hardware, software, and desktop, laptop, and tablet systems.
• Provide support for mobile devices, including Android, iPhone, and iPad.
• Troubleshoot Windows 11 operating systems, applications, and networking functions.
• Setup and configure workstations to be used in diverse environments, adhering to security requirements.
• Support and troubleshoot wired, wireless, and VPN connectivity for desktops, laptops, and mobile devices.
• Help clients with general operation of standard supported COTS software.
• Provides IT support team with assistance in utilizing full functionality of desktop management applications, including asset management, remote control (via LAN, WAN, and internet)
• Other duties as assigned.

REQUIRED QUALIFICATIONS

• AA degree preferred or equivalent experience with 3-5 years of experience supporting desktop hardware, software and strong troubleshooting skills with the ability to gather all relevant information, identify problems, and implement solutions quickly.
• 3-5 years' experience with Desktop Engineering and architectural support planning and strong focus on the technical elements of desktop, Microsoft AD, and GPO
• Strong skills in general MS Office application troubleshooting
• Experience with Office 365, SharePoint, One Drive
• Experience in installation, upgrades, and support of Windows desktops
• Experience supporting End User Computing devices/BYOD/Cellular devices.
• Experience supporting remote users.
• Understanding of core LAN/WAN network technologies (TCP/IP, DNS, DHCP, Routing, switches, wiring) and Firewall fundamentals
• Healthcare and EMS (Emergency Medical Services) preferred.

PHYSICAL REQUIREMENTS

• While performing the duties of this job, the employee is regularly required to stand, talk or hear.
• The employee frequently is required to walk; sit; use hands and reach with hands and arms.
• Must have manual dexterity to skillfully operate a computer keyboard and other standard office equipment, such as facsimile and telephone.
• The employee must occasionally lift and/or move up to 50 pounds.
• Corrected vision in normal range.

CORE COMPETENCIES

• Technical Troubleshooting - Strong ability to diagnose and resolve hardware, software, network, and system issues in a timely and effective manner.
• Customer Service Orientation - Demonstrates patience, professionalism, and responsiveness when supporting end users at all levels of the organization.
• Communication Skills - Clearly explains technical concepts to non-technical users both verbally and in writing.
• Problem Solving & Critical Thinking - Uses analytical thinking to identify root causes and implement sustainable solutions.
• Attention to Detail - Maintains accuracy in ticket documentation, system configurations, and change management processes.
• Time Management & Prioritization - Effectively manages multiple support requests and competing priorities in a fast-paced environment.
• Collaboration & Teamwork - Works effectively with IT team members, vendors, and cross-functional partners.
• Adaptability - Responds well to changing technologies, priorities, and business needs.
• Security & Compliance Awareness - Understands and supports organizational cybersecurity, data protection, and regulatory requirements.
• Continuous Learning Mindset - Stays current on emerging technologies, tools, and support best practices.

REPORTING RELATIONSHIP

Reports to the IT Manager, IT Director, or Director of Infrastructure (title varies by organizational structure).

This position typically:

• Has no direct reports

• Works closely with Network Engineers, Systems Administrators, HRIS, and business unit leaders
• May provide technical guidance or informal mentorship to junior IT staff or help desk personnel.

WORK ENVIRONMENT & TRAVEL

The IT Support Engineer operates in a professional office and technical support environment with frequent interaction with end users.

Key conditions include:

• Combination of desk work and hands-on technical support
• Regular use of computers, mobile devices, and peripheral equipment
• May require walking between departments, facilities, or field locations to provide support.
• Work may occur in office, operations centers, garages, or clinical environments (in EMS settings)
• Position may require participation in on-call rotation, after-hours support, or emergency response to critical system outages.
• Occasional lifting of equipment up to 25-50 pounds (e.g., workstations, monitors, network gear)

Travel Requirements:

Some travel and on-call rotation is required.