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IT Support Engineer

Title: IT Support Engineer

Location: On-Site-New York, NY 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 New York, NY 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
• Serve as the in-house interface to the managed service provider (MSP), escalating tier-2 and infrastructure issues and tracking them through to resolution
• Serve as on-site “eyes and hands” for the infrastructure team, including receiving equipment, cabling, and physical tasks that cannot be handled remotely
• Maintain IT asset and hardware inventory, including lifecycle, warranty, and procurement coordination
• Initiate and track service requests with third-party providers
• Provide input and help maintain standard operating procedures, best practices, and customer service guidelines relating to end-user support
• Help onboard and train future support hires as the in-house function grows

QUALIFICATIONS

• 2–5+ years of experience in IT support, help desk operations, or end-user services in a corporate environment
• Strong hands-on experience supporting desktops, laptops, mobile devices, and peripheral hardware in a professional setting
• Proficiency with Microsoft 365, including administration of Exchange Online, Teams, and SharePoint
• Experience with Microsoft Intune and Entra ID (Azure AD), including device enrollment, identity management, and MFA configuration
• Demonstrated experience configuring, deploying, and troubleshooting endpoint devices and enterprise applications
• Working knowledge of networking fundamentals, including WAN/LAN troubleshooting,
• Familiarity with IT security best practices, including endpoint protection, patch management, and access control
• Experience working with help desk ticketing systems and managing incidents through resolution with strong documentation practices
• Ability to independently diagnose and resolve technical issues while escalating appropriately to infrastructure teams, MSPs, or vendors
• Experience coordinating with managed service providers (MSPs) and third-party vendors to resolve escalated issues
• Strong organizational skills with the ability to manage multiple priorities and respond effectively in a fast-paced environment
• Excellent customer service and communication skills, with the ability to support users at all levels of the organization
• Experience supporting audiovisual and video conferencing technologies (e.g., Teams Rooms, Zoom, conference room systems) preferred
• Familiarity with IT asset management, including inventory tracking, lifecycle management, and procurement coordination preferred

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