Support Engineer - IT Helpdesk
N3XT
Date: 3 hours ago
City: Cheyenne, WY
Salary:
$50,000
-
$85,000
per year
Contract type: Full time
Liberating Money
Support Engineer - IT Helpdesk
Responsibilities
50,000 - 85,000 USD per year (Hybrid (Cheyenne, Wyoming, US))
Support Engineer - IT Helpdesk
Responsibilities
- Serve as a primary contact, in person, phone or e-mail for all desktop, laptop, and application support for in off and remote end-users.
- Track, monitor, and maintain adherence to ITIL/ITSM service level standards of assigned service requests and tickets.
- Enforce Corporate IT device security standards, ensuring desktops/laptops are updated with patches and firmware.
- Promote cybersecurity awareness and phish testing among internal users.
- Maintain critical IT SOPs and user-facing documentation, including system monitoring, inventories, logs, and general IT reporting, within assigned timeframes.
- Monitor the end-user experience by collecting, analyzing, and escalating user feedback and systemic issues to leadership to drive continuous service improvement.
- Manage proactive IT communications by translating and disseminating critical vendor alerts and internal change notifications to ensure the user community is informed and prepared.
- Provide off-hours and weekend support for general IT issues, patching, and upgrades.
- Administer user access rights, provisioning, coordinate quarterly access reviews and manage approval processes ensuring compliant and secure system access.
- Monitor network operations, review monitoring dashboards and promptly escalate all alerts for rapid issue resolution.
- Learn and expand IT knowledge and maintain a genuine desire to help people and solve their problems.
- Maintain a positive and professional demeanor while providing exceptional service.
- Minimum 2-5 years of experience in a technical support role.
- Advanced proficiency supporting Apple MacOS devices and managing them via MDM solutions (e.g., Jamf, Kandji, Mosyle, etc.).
- Strong experience with Google Workspace and productivity suites.
- Understanding of networking concepts for troubleshooting connection issues.
- Demonstrated experience working within ITIL/ITSM frameworks to support and enhance IT service management processes.
- Efficiently triage, prioritize, and manage multiple issues.
- Experience with managing and monitoring EDR/MDR solutions
- Exceptional communication and interpersonal skills.
- Experience working remotely and supporting a remote work environment.
- Strong organizational and multitasking abilities; able to thrive in a fast-paced environment.
- Strong work ethic and a self-motivated attitude.
- Experience working in financial services or other highly regulated industries.
- Familiarity with security best practices and compliance frameworks (e.g., SOC2, ISO 27001).
- IT certifications (e.g., Apple Certified Support Professional, Google Workspace Administrator, CompTIA A+).
- Previously worked with automation/ETL platforms such as Rewst, n8n or PowerAutomate.
- Experience supporting ERP solutions such as Sage Intacct.
- Experience supporting Microsoft Windows and Office products.
- Ability to provide on-call support (if applicable).
50,000 - 85,000 USD per year (Hybrid (Cheyenne, Wyoming, US))
How to apply
To apply for this job you need to authorize on our website. If you don't have an account yet, please register.
Post a resume