Support Engineer – IT Helpdesk
| Company | N3XT |
|---|---|
| Location | Cheyenne, WY, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Mid Level, Senior |
Requirements
- Minimum 2-5 years of experience in a technical support role.
- Advanced proficiency supporting Apple MacOS devices and managing them via MDM solutions (e.g., Jamf, Kandji, Mosyle, etc.).
- Strong experience with Google Workspace and productivity suites.
- Understanding of networking concepts for troubleshooting connection issues.
- Demonstrated experience working within ITIL/ITSM frameworks to support and enhance IT service management processes.
- Efficiently triage, prioritize, and manage multiple issues.
- Experience with managing and monitoring EDR/MDR solutions
- Exceptional communication and interpersonal skills.
- Experience working remotely and supporting a remote work environment.
- Strong organizational and multitasking abilities; able to thrive in a fast-paced environment.
- Strong work ethic and a self-motivated attitude.
Responsibilities
- Serve as a primary contact, in person, phone or e-mail for all desktop, laptop, and application support for in off and remote end-users.
- Track, monitor, and maintain adherence to ITIL/ITSM service level standards of assigned service requests and tickets.
- Enforce Corporate IT device security standards, ensuring desktops/laptops are updated with patches and firmware.
- Promote cybersecurity awareness and phish testing among internal users.
- Maintain critical IT SOPs and user-facing documentation, including system monitoring, inventories, logs, and general IT reporting, within assigned timeframes.
- Monitor the end-user experience by collecting, analyzing, and escalating user feedback and systemic issues to leadership to drive continuous service improvement.
- Manage proactive IT communications by translating and disseminating critical vendor alerts and internal change notifications to ensure the user community is informed and prepared.
- Provide off-hours and weekend support for general IT issues, patching, and upgrades.
- Administer user access rights, provisioning, coordinate quarterly access reviews and manage approval processes ensuring compliant and secure system access.
- Monitor network operations, review monitoring dashboards and promptly escalate all alerts for rapid issue resolution.
- Learn and expand IT knowledge and maintain a genuine desire to help people and solve their problems.
- Maintain a positive and professional demeanor while providing exceptional service.
Preferred Qualifications
- Experience working in financial services or other highly regulated industries.
- Familiarity with security best practices and compliance frameworks (e.g., SOC2, ISO 27001).
- IT certifications (e.g., Apple Certified Support Professional, Google Workspace Administrator, CompTIA A+).
- Previously worked with automation/ETL platforms such as Rewst, n8n or PowerAutomate.
- Experience supporting ERP solutions such as Sage Intacct.
- Experience supporting Microsoft Windows and Office products.
- Ability to provide on-call support (if applicable).