IT Support Engineer

Department: Information Technology

Employment Type: Full Time

Location: Gainesville, FL

Reporting To: Senior Manager Global IT Services

Description

Serves as the highest level of technical escalation within the service desk, responsible for resolving complex issues, driving root cause analysis, and leading continuous improvement across IT support operations.

Key Responsibilities

• Act as the primary escalation point for complex, high-impact, or recurring technical issues.
• Perform root cause analysis and implement long-term solutions to prevent recurrence.
• Lead problem management efforts, identifying trends and addressing systemic issues.
• Partner with infrastructure, security, and application teams to resolve cross-functional challenges.
• Design and implement automation and process improvements to improve service desk efficiency.
• Analyze service desk metrics and trends to proactively improve performance and user experience.
• Establish and maintain documentation standards and knowledge management practices.
• Support planning, testing, and deployment of new systems and tools.
• Serve as a technical advisor on endpoint management, device standards, and support strategy.
• Coordinate with vendors on advanced technical issues and escalations.
• Provide advanced mentorship and technical leadership to team members.
• Participate in major incident response and resolution as needed.
• Ensure compliance with quality systems, security standards, and regulatory requirements.

Skills Knowledge and Expertise

Education:

Bachelor’s Degree or equivalent work experience preferred

Experience:

4–6+ years of experience in IT support or service delivery

Advanced experience with endpoint management (e.g., Microsoft Intune)

Strong experience with scripting/automation (e.g., PowerShell)

Experience with Active Directory and identity/access management

Experience working cross-functionally with infrastructure and engineering teams

Strong understanding of ITIL practices, particularly incident and problem management

Functional/Technical Knowledge, Skills and Abilities Required:

• Advanced troubleshooting and root cause analysis skills
• Ability to translate recurring issues into systemic improvements
• Strong analytical and problem-solving capabilities
• Ability to influence and lead without formal authority
• Strong documentation and knowledge-sharing mindset
• Ability to manage multiple priorities in a fast-paced environment