IT Support Engineer

UFG is currently seeking an IT Support Engineer who will install, configure, maintain, and perform expert troubleshooting of a wide variety of software and hardware packages. Hardware includes but is not limited to Windows and Mac computers and iOS devices. Software includes but is not limited to Windows Operating System, MacOS, Microsoft Office software, Citrix, MS SQL, Exchange, and various insurance and accounting software packages. Actively train and mentor junior staff. Provide documentation and management reporting. Administer and manage Mobile Device Management and other internal tools. Respond to user requests and provide technical assistance. Lead advancements, improvements and opportunities for automation and processes based on new industry information combined with knowledge of our environment. Act as a project lead on internal team projects and provide support on department or org-wide projects. This position primarily supports internal users.

Responsibilities

• Provide technical assistance via phone, email, remote support, or in-person to employees of UFG in the use of computer hardware and software.
• Respond to requests answering user questions; receive, document, and maintain a record of reported trouble in a ticketing system, following up as necessary.
• Keep stakeholders informed of problem resolution status: Use established guidelines to keep users and Help Desk personnel updated on problem resolution status.
• Train and develop junior staff.
• Install and configure applications, system software, hardware, and local peripherals; diagnose and resolve complex equipment problems.
• Perform and automate software upgrades as patches are released and tested to keep production software at currently supported levels.
• Manage and administer UEM/MDM and other internal tools.
• Recommend and implement opportunities to improve our processes and systems with new technologies and automation.
• Perform onboarding/offboarding administration and training for new users.
• Participate in periodic compliance audits.
• Resolve highly complex issues forwarded from other team members.
• Collaborates with internal and external groups to identify and remedy pain points in the user experience.
• Perform root-cause analysis of complex issues.
• Oversee maintenance of equipment inventory.
• Support department and org-wide projects involving other IT teams and business units.
• Works with the Tech Ops Client Services Manager to create and maintain software, process, training and hardware standards.
• Write, improve, and update technical documentation and FAQs in appropriate areas.
• Collaborate with external groups when appropriate for resolution.
• Works with vendor support contacts to resolved technical problems.
• Continuously refines imaging, zero-touch deployment, and OS deployment practices and processes
• Keep up-to-date on new technologies via vendor demos, workshops, articles, etc.
  
  

Qualifications

Education:

• Associate’s degree or higher in related field preferred.
  
  

Certifications/Designations

• MCSA, MSCE, PMP, Jamf 200, Microsoft Endpoint Administrator or similar certifications preferred.
  
  

Experience

• 5 years’ advanced level IT Support experience.
• 5 years’ advanced level Windows, Microsoft 365, and MDM/UEM work experience.
• 4 years’ work experience with network printers and print server technology.
• Active Directory experience.
• Group policy experience.
• iOS experience.
• Bash scripting knowledge.
• MacOS experience required.
• Document Management System experience required.
• Asset management experience required.
• PowerShell scripting knowledge required.
• Microsoft 365, Exchange, and Entra experience required.
  
  

Working Conditions

• General Office Environment.
• Physical requirements will be light to moderate: Able to lift up to 50 lbs for short periods (such as moving a printer) and possibly squat, lay down and work in enclosed spaces for short periods (such as working under a desk/cubicle). Frequency of physical requirements will fluctuate with business needs.
  
  

Skills

• Expert technical understanding to support troubleshooting IT-related problems.
• Advanced knowledge of Microsoft 365, Entra, Intune and Exchange
• Expert knowledge of installation, configuration, and maintenance of Windows operating system.
• Expert knowledge of installation, configuration, and maintenance of Microsoft Office applications.
• Expert understanding of remote user functionality.
• Intermediate knowledge of networking concepts.
• Intermediate knowledge of Windows Server Operating System.
• Advanced knowledge of configuration and maintenance of iOS devices.
• Advanced knowledge of installation, configuration, and maintenance of MacOS.
• Ability to write scripts of moderate complexity to automate tasks, updates and installations.
• Advanced knowledge of UEM and/or MDM solutions such as Manage Engine Endpoint Central, Intune and Jamf Pro.
  
  

Misc.

• Maintain confidentiality and privacy.
• Writing: Communicating effectively in writing as appropriate for the needs of the audience.