Technical IT Support Engineer

**ABOUT THIS POSITION**

The IT Support Engineer is the first point of contact for employees seeking technical support as the Tier 1 of support. This role focuses on triage, basic troubleshooting, and ticket routing to ensure timely and effective resolution in line with Service Level Agreements (SLAs).

**WHAT YOU'LL DO**

Job Description:

Serve as the initial point of contact for all IT support requests via Jira Service Management tickets, calls, and email requests.
Participate in an on-call rotation supporting our nationally dispersed employees outside of office hours.
Provide timely communication and resolution in adherence to service level agreements.
Accurately capture and document issue details, symptoms, and all troubleshooting steps taken in the corresponding Jira ticket.
Perform basic troubleshooting for hardware, software, account access, and connectivity issues among others.
Resolve common requests independently (e.g., password...