IT Operations and Support Engineer

Global Strategy Group (GSG) works at the intersection of business, politics, and causes. Our team is made up of a great group of professionals who come from various backgrounds in strategic communications, research, and public affairs. Our culture and values play an integral role in how we operate, and we work hard to bring passion, energy, and drive to everything we do! Global Strategy Group is the go-to public affairs, communications, and research partner for companies, causes, and campaigns. We work with our clients to build their reputations, tackle big challenges, and win.

We are seeking an IT Operations & Support Engineer to join the Information Technology team. This is a hands-on, highly visible role that serves as the primary day-to-day technology resource for GSG employees. If something is not working, you will often be the first person they call. We are looking for someone who enjoys that responsibility, takes ownership of problems, communicates clearly, and takes pride in making technology easier for people to use.

The IT Operations & Support Engineer will provide technical support across GSG's modern cloud-based environment, troubleshoot hardware and software issues, manage endpoint deployments, administer user accounts, and contribute to the continuous improvement of IT services. Success in this role requires exceptional customer service, strong technical troubleshooting skills, and a proactive approach to problem solving.

This position reports to the Senior Vice President, Information Technology and works closely with the Systems Administrator to maintain a secure, reliable, and efficient technology environment. This role is a strong fit for someone who enjoys frontline support but wants broader exposure to IT operations. You will work closely with the Senior Vice President of Information Technology and Systems Administrator and gain hands-on experience across endpoint management, identity and access, SaaS administration, security, automation, and technology projects in a modern cloud-based environment.

Serve as the primary point of contact for employee technology support requests via phone, chat, and walk-up.

Deliver exceptional customer service by taking ownership of technical issues through resolution.

Troubleshoot and resolve hardware, software, and connectivity issues across Windows and Mac endpoints, mobile devices, printers, related peripherals.

Support and maintain conference room technology, including audiovisual equipment, displays, conferencing systems, and room peripherals.

Support GSG's enterprise SaaS applications, including Microsoft 365, Zoom, Slack, Box, and other business-critical platforms.

Provision, deploy, and support Windows and Mac devices using Microsoft Intune and Windows Autopilot.

Administer user accounts, licensing, multifactor authentication, and access requests within Microsoft Entra ID and Okta.

Perform employee onboarding and offboarding activities, including equipment preparation, account provisioning, and access management.

Install, configure, and maintain standard desktop software and hardware.

Maintain accurate asset inventory and lifecycle documentation.

Create and maintain internal knowledge base articles and end-user documentation.

Escalate complex technical issues to the Systems Administrator while maintaining ownership of customer communication throughout resolution.

Coordinate with technology vendors to resolve hardware, software, and service issues.

Identify recurring support issues and recommend process improvements to enhance the employee experience.

Build trusted relationships with employees by providing friendly, responsive, and reliable technology support.

Participate in broader IT operations, security, endpoint, identity, and technology deployment projects as assigned.

Demonstrated experience providing hands-on technical support in a professional environment. We are interested in the problems you have owned, what you have learned, and how you work with people.

Experience supporting technology in a hybrid office environment.

Exceptional customer service and interpersonal communication skills.

Strong troubleshooting and analytical problem-solving skills, including the ability to work beyond documented procedures, investigate unfamiliar issues, test possible causes, and recognize when escalation is appropriate.

Experience supporting Windows 11, Microsoft 365, and common business applications in an enterprise or professional environment.

Exposure to identity, access, endpoint, networking, and SaaS support concepts, including multifactor authentication, device enrollment, permissions, and account lifecycle management.

Experience with endpoint deployment and management tools.

Experience with IT service management platforms and ticketing systems.

Curiosity, adaptability, and a willingness to continuously learn new technologies and approaches.

A strong customer-service mindset and a genuine interest in helping people use technology successfully.

Demonstrated ownership and follow-through. When you take responsibility for an issue, you see it through to resolution and keep employees informed when circumstances or timelines change.

Demonstrated ability to manage multiple competing priorities and distinguish urgent business-impacting issues from routine tasks, while maintaining a high level of customer service.

Strong written and verbal communication skills, including the ability to explain technical concepts without unnecessary jargon, work patiently with frustrated users, and adapt your communication style to different audiences.

A continuous-improvement mindset, with an interest in using documentation, automation, self-service, AI, and process improvements to improve both the employee experience and the effectiveness of IT.

Excellent organizational, time management, and prioritization skills.

Ability to work independently while collaborating effectively within a team.

Preferred Qualifications

Microsoft Entra ID, Microsoft Intune, Windows Autopilot, Microsoft Defender, and Microsoft 365 administration.

Experience supporting Okta, Zoom, Slack, Box, PrinterLogic, Freshservice, or comparable SaaS and ITSM platforms.

Knowledge and understanding of cybersecurity best practices, including endpoint security and identity and access management.

Microsoft Fundamentals, CompTIA A+, Net+, Sec+ certifications are a plus.

Bachelor’s degree in a related field, or a combination of education and experience.