Support Engineer

Job Description

Job Description

CMIT PNW is hiring a Support Engineer to join our in-person service team in Seattle’s SODO district. You’ll be the go-to resource for day-to-day end-user support and modern workplace troubleshooting, with opportunities to grow into deeper Microsoft 365 and identity administration over time. If you enjoy solving problems, documenting clean processes, and delivering a great customer experience, we’d love to meet you.

Role Details

• Location: In-person (Seattle – SODO). No relocation provided.
• Schedule: Monday–Friday (M–F) with an on-call rotation
• Pay: $25–$30 per hour (DOE)
• Employment: 90-day probationary period
• Benefits: 100% employer-paid health insurance, 401(k) with match, PTO, training opportunities, drinks & snacks on-site, and lunch provided on Wednesdays

What You’ll Do

• Provide friendly, responsive Tier 1 support via phone, email, chat, and tickets.
• Troubleshoot Windows/macOS issues, Microsoft 365 apps, printers/peripherals, and general endpoint problems.
• Support Microsoft 365 administration tasks (account access, Teams/SharePoint/Exchange basics) and follow established workflows.
• Handle identity-related requests including password resets, MFA help, and occasional Active Directory user/group updates.
• Triage and resolve connectivity issues (VPN, Wi‑Fi, firewall basics), escalating complex cases with clear notes.
• Document every ticket thoroughly and build repeatable internal procedures that help the team scale.
• Support onboarding/offboarding by provisioning and deprovisioning accounts and devices.
• Maintain accurate asset inventory records and assist with deployments, upgrades, and maintenance.
• Collaborate with Senior Support Engineers and vendors on advanced troubleshooting and root-cause analysis.

What We’re Looking ForRequired

• 1+ years in a help desk, desktop support, MSP, or service desk environment (or equivalent hands-on experience).
• Strong customer service mindset and clear written communication in tickets.
• Working knowledge of Windows and/or macOS troubleshooting fundamentals.
• Comfort supporting Microsoft 365 applications and common workplace tooling.
• Basic networking troubleshooting (DNS concepts, connectivity, VPN/Wi‑Fi basics).
• Ability to follow procedures, document what you do, and improve processes over time.

Preferred

• Microsoft 365 administration exposure (Exchange Online, Teams, SharePoint, Entra ID/Azure AD basics).
• Device management experience (Intune/MDM) or familiarity with deployment tools.
• Active Directory user/group administration experience.
• Experience documenting procedures and maintaining knowledge bases (e.g., IT Glue).
• Relevant certifications (CompTIA A+/Network+, Microsoft Fundamentals) or a plan to pursue one annually (company-supported).
• 2+ years' experience in desktop support.

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