IT Support Engineer

Job Description/Skills:
This position will require the candidate to be onsite in Enfield, CT.

IT Support II
Responsibilities

• Take full lifecycle ownership of support tickets from initiation to resolution, regardless of origin, coordinating with other teams as needed and escalating blockers appropriately.
• Perform root cause analysis to resolve the entire scope of technical issues, assessing whether a broader organizational impact exists and addressing it when applicable.
• Monitor and triage ServiceNow incident and service request queues, responding within defined SLAs to ensure high-quality support.
• Proactively analyze ticket trends, system monitoring tools, and employee feedback to identify and remediate issues before they impact the broader user base.
• Maintain and support hardware and software environments, including PCs, laptops, printers, peripherals, and enterprise applications, both onsite and remote.
• Provide 2nd level support and serve as an escalation point for complex technical issues, while maintaining accountability for ticket resolution.
• Support imaging, configuration, installation, and repair of networked devices, including VPN access and Cisco VPN Client support.
• Contribute to and maintain a robust, searchable internal and external Knowledge Base to ensure consistent and scalable solutions.
• Perform asset lifecycle management activities to ensure accurate and current inventory tracking of all IT hardware.

Requirements

• Demonstrated experience collaborating across technical teams to drive solutions forward.
• Proven ability to provide excellent customer service, communicate clearly, and manage escalations professionally.
• Two- or four-year degree or equivalent technical training.
• Minimum of 4 years of experience supporting a PC network environment.
• Strong understanding of PC networks and LAN/WAN infrastructure.
• Relevant certifications preferred: A+, Network+, MCP, MCSA, or MCSE.
• Excellent problem-solving and analytical skills, with a focus on holistic resolution and continuous improvement.
• Strong documentation and knowledge-sharing mindset.
• Ability to lift up to 30 lbs.

Pay Range:$45.00 - $55.00 per hour, depending upon experience.
Health & Medical Benefits, 401K, Employee Assistance Program, and Sick Time applicable by state.

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