IT Support Engineer II

- Own end-to-end A/V setup, maintenance, and troubleshooting for all conference rooms and event spaces, serving as the go-to expert for A/V systems and ensuring a seamless in-person and hybrid meeting experience for employees and leadership

- Manage the full employee lifecycle from an IT perspective, including onboarding and offboarding, access provisioning, and account deprovisioning across core systems

- Support asset management in collaboration with the team, including tracking, deployment, and quarterly inventory audits to maintain accurate hardware records

- Maintain proficiency with MDM solutions (JAMF or comparable) to troubleshoot technical issues and improve day-to-day quality of life for employees

- Build and maintain automations using low-code/no-code tools (e.g., Zapier, n8n, Okta Workflows) to streamline recurring IT processes and reduce manual ticket volume

- Provide white-glove and highly responsive IT support to executive leadership, anticipating needs and minimizing disruption

- Serve as an escalation point for Tier I & II support, providing advanced troubleshooting for complex hardware, software, and network issues

- Develop and maintain SOPs and knowledge base articles to document IT support workflows and best practices

- Proactively identify recurring issues and inefficiencies, and propose scalable process or automation improvements to reduce support burden

- A/V uptime and meeting readiness: conference rooms are operational and incident-free for scheduled meetings

- Onboarding and offboarding requests completed accurately and within defined turnaround windows

- Reduction in manual/repetitive ticket volume through automation initiatives

- Executive support satisfaction, measured through direct feedback and responsiveness to leadership requests

- Ticket resolution times consistently meet or exceed defined SLA targets

- 4-7+ years of experience in IT support, IT operations, or end-user support engineering

- Demonstrated fluency with AI tools (e.g., ChatGPT, Claude, Gemini) to increase speed, quality, and efficiency in day-to-day troubleshooting, documentation, and process improvement

- Strong, hands-on expertise with A/V systems and conference room technology

- Strong working knowledge of MDM platforms (JAMF or comparable)

- Hands-on experience with IAM/identity platforms such as Okta, including employee onboarding/offboarding and access reviews

- Experience building automations using low-code/no-code tools such as Zapier, n8n, or Okta Workflows

- Strong working knowledge of MacOS, Windows OS, iOS, and Android OS

- Experience managing hardware asset lifecycles, including procurement and vendor coordination

- Proven experience supporting executive/C-suite stakeholders with tact and responsiveness

- Proactive approach to project management and process improvement

- Strong working knowledge of Google Workspace, Slack, Zoom, and Atlassian products

- Experience supporting a hybrid or multi-office environment

- Familiarity with ITIL frameworks or formal ticketing/service management practices

- Basic knowledge of scripting languages (e.g., Python, Bash, PowerShell)

- Prior experience in a fast-growth or high-ambiguity environment

The target base salary range for this position is $53.85 - $67.82 per hour , and is part of a competitive total rewards package including equity and benefits. Individual pay may vary from the target range and is determined by a number of factors including experience, location, internal pay equity, and other relevant business considerations.

We review all employee pay and compensation programs annually using Radford Global Compensation Database at minimum to ensure competitive and fair pay.