Technical Support Engineer

Responsibilities Support and maintain office-based technology, including: Conference room AV systems (Teams Rooms, displays, audio, cameras) Printers and print management solutions Office networking infrastructure (switches, access points, cabling) Corporate Wi-Fi performance and reliability Troubleshoot and resolve conference room and meeting technology issues in real time and escalated complex problems as needed Support coordination with vendors and service providers for network and telecom support Help ensure a consistent and high-quality user experience across all office environments End-User Support Manage, triage, and resolve support tickets in a timely and professional manner Research, diagnose, and troubleshoot hardware, software, and cloud service issues Provide hands-on support for laptops, mobile devices, and peripherals Act as a primary point of contact for internal user support needs Ensure accurate documentation, tracking, and closure of all incidents and service requests Assist with management of endpoint devices using Microsoft Intune (configuration profiles, compliance, app deployment) Support user account provisioning and access updates in Microsoft 365 and Entra ID Troubleshoot common issues with Exchange Online, Teams, SharePoint, and OneDrive Assist with device onboarding , provisioning, and patching activities Learn, support and assist with established security and compliance policies Infrastructure & Operations Install and configure IT equipment for end users Deploy new hardware and software for employees Perform basic hardware maintenance and troubleshooting Support IT projects, upgrades, and new technology rollouts under supervision Provide support for and work on projects for the technology team with guidance Monitor system performance and proactively elevate issues when appropriate Maintain knowledge base articles and SOP documentation Identify opportunities to automate or improve support processes Provide training and guidance to end users on systems and tools Contribute to standardization of endpoint and office technology configurations Team Structure Work as part of a collaborative IT team with guidance from senior members Escalate complex issues and participate in knowledge sharing and training Opportunity to grow into deeper cloud and infrastructure responsibilities over time Required Qualifications BS degree in Information Technology or equivalent Technical Certification Experience supporting Windows and macOS environments Strong troubleshooting and analytical skills Excellent communication and customer service skills Supportive mindset for a collaborative team environment Preferred Qualifications Experience with Microsoft Intune and endpoint management Experience with Microsoft 365 and Entra ID administration Knowledge of Meraki network equipment and systems Experience with Teams Rooms or AV systems Knowledge of Atlassian products Knowledge of printer management solutions Scripting or PowerShell exposure is a plus Customer-first mindset with strong communication and service orientation Ownership mentality for both cloud systems and physical environments Ability to work independently and prioritize effectively Strong documentation and process discipline Continuous learning and adaptability Working Conditions Fulltime in-office presence (Washington, DC) with potential for some remote work after 6 months Hands-on work with hardware, conference rooms, and networking equipment Occasional after-hours or on-call support Salary and Benefits Incentive compensation through yearly performance bonuses 401(k) tax-deferred savings plan with matching Generous health insurance plans Ongoing training programs and professional development Regular, KCIC-sponsored opportunities to give back to the community #J-18808-Ljbffr