Engineer, IT Support

IT Support Engineer

Title: IT Support Engineer

Location: On-Site-Norfolk, VA Corporate Office

ABOUT THE ROLE

As an IT Support Engineer, you are the face of IT for HG's corporate users, based on-site in the Norfolk, Virginia corporate office, and one of the firm's first dedicated in-house support hires.

You own day-to-day help desk operations - resolving incidents, fulfilling employee requests, and keeping people productive - taking on the front-line support work previously handled by an outside provider and setting the standard for responsiveness and service quality.

This role is built for someone who pairs deep, hands-on technical skills across desktop, hardware, networking, and security with the judgment and ownership to run a help desk in a fast-moving environment.

You will work closely with the infrastructure and business applications teams, the managed service provider, and third-party vendors to resolve issues end-to-end, and you will help establish the processes, standards, and documentation that turn reactive support into an enterprise-grade function.

Focus Areas: End-User Support, Help Desk Operations, Hardware & Desktop, Microsoft 365 & Endpoint Management, Audiovisual & Video Conferencing, Networking, Security & Access Management, Onboarding & Provisioning, IT Asset Management, Service Management

RESPONSIBILITIES



* Own first- and second-line corporate support firmwide alongside the New York-based engineers - resolving incidents remotely for all corporate users and serving as on-site support for the Norfolk office during core business hours; partner with the MSP on critical after-hours escalations.


* Partner with the New York-based support engineers to deliver consistent corporate support across both locations - sharing coverage, maintaining common standards and documentation, and providing mutual backup so firmwide support is continuous


* Diagnose, troubleshoot, and resolve employee support requests, serving as the primary in-house resolution point rather than relying on the MSP for first-line support


* Manage employee IT onboarding and offboarding - provisioning devices, accounts, and access on day one, and deprovisioning and securing data on exit


* Configure and install hardware including laptops, workstations, printers, phones, video conference units, and mobile devices


* Administer Microsoft 365, Intune, and Entra ID, including license assignment, device enrollment, and identity and MFA management


* Create and maintain user account information, including access rights and group memberships


* Support security standards (antivirus, patching, and access control)


* Track technical problems and issues through resolution via the help desk ticketing system


* Provide tier-1 triage and routing for business application issues, directing them to the business applications team or vendor


* Support audiovisual and video conferencing requests


* Perform WAN/LAN troubleshooting
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