Support Engineer

End User Support Engineer

Department: IT / Technical Support

Location: Onsite

Job Type: L1 Support Engineer

Location:

Customer Location - Reston, VA

Job Summary:

We are seeking a skilled and customer-focused End User Support Engineer to provide technical assistance to users across the organization. The ideal candidate will be responsible for troubleshooting hardware and software issues, ensuring the smooth operation of desktops, laptops, mobile devices, and other user-end IT assets.

Key Responsibilities:

Provide first level (L1/L2) technical support to users for hardware, software, network, and application issues.

Install, configure, and maintain operating systems, software applications, and patches.

Manage and troubleshoot desktop/laptop systems, printers, and peripheral devices.

Handle user account management, including password resets and access permissions (e.g., Active Directory, O365).

Assist with setup and configuration of new employee workstations.

Maintain incident/ticket logs in ServiceNow.

Provide remote and on-site technical support, as needed.

Escalate unresolved issues to higher-level support or vendors when necessary.

Ensure compliance with IT policies and security standards.

Support audio/video conferencing tools and meeting room equipment.

Document procedures and update the knowledge base.

Requirements:

Diploma in Computer Science, Information Technology, or related field.

1–3 years of experience in IT helpdesk or end user support roles.

Strong knowledge of Windows OS, Microsoft 365, and common business applications.

Experience with remote desktop tools and ITSM ticketing systems.

Basic understanding of networking concepts (TCP/IP, DNS, DHCP).

Familiarity with ITIL best practices is a plus.

Excellent communication and interpersonal skills.

Strong problem-solving and time management abilities.

Preferred Certifications (not mandatory):

CompTIA A+ / Network+

Microsoft Certified: Modern Desktop Administrator Associate

ITIL Foundation