IT Support Engineer Job at Operation New Hope, Inc in Jacksonville

Support Engineer

Operation New Hope is a nonprofit operating in Jacksonville, Orlando, St. Johns County, the Space Coast, Tampa, and St. Petersburg. Our pre-release and post-release programs provide job training and placement, and comprehensive support services to people returning from incarceration and others who have been affected by the justice system with the goal of facilitating successful transitions back into the community. We motivate our clients to become productive, responsible citizens, and our programs help prevent recidivism, reduce the repeated costs of incarceration, and improve public safety. Our dedicated team supports career opportunities, mental health, and overall stability of our clients to help them achieve self-sufficiency.

Position Overview: The Support Engineer provides technical support for end-users' hardware and software, troubleshoots issues with Microsoft 365, Windows OS, and other cloud services, manages user accounts, and handles device lifecycle management. Key duties include resolving technical problems, maintaining IT assets, documenting incidents, and providing excellent customer service across various channels.

Reports to: Chief Administrative Officer

Essential Duties and Responsibilities:

• Provide first and second-level technical support for end-users on desktops, laptops, smart boards, VOIP system, and printers.
• Automate the deployment and migration of Windows 10/11 and Office 365 systems using tools like Microsoft Endpoint Manager (Intune), Configuration Manager (SCCM), or PowerShell.
• Troubleshoot and resolve issues with Microsoft 365 applications (Outlook, Teams, OneDrive, etc.), and support general cloud services.
• Diagnose and resolve hardware and software problems for Windows operating systems and other business applications.
• Configure, deploy, and maintain end-user devices.
• Manage user accounts, groups, and permissions.
• Support basic network functions, including network cable tracing and DHCP, and troubleshoot printer connectivity.

• Provide technical support for a wide range of technology needs including phones, printers, workstations, AV/VC equipment, and network equipment
• Assist in imaging, creating new hire accounts, and termination processes
• Communicate clearly with users and provide regular updates, status, and information.
• Document, track, and resolve support requests.
• Maintain a thorough and accurate inventory of IT assets, including tracking repairs and coordinating equipment replacement.
• Assist with endpoint security solutions to maintain system security.
• All other duties as assigned.

Education / Experience / Qualifications:

• Bachelor’s degree in Computer Science or relevant field is preferred, or at least 5 years’ equivalent experience required in lieu of degree.
• At least 3 years’ experience as a desktop support or similar role.
• Strong understanding of Windows operating systems, Microsoft 365, hardware, and basic networking. Windows 10/11 administration, deployment, and troubleshooting. Microsoft 365 Certification preferred.
• Highly proficient in Microsoft 365 support (Outlook, Teams, OneDrive, SharePoint, Office apps).
• Experience with Microsoft Azure and Intune for device management.
• Excellent communication and interpersonal skills to provide exceptional support to end-users.
• Strong analytical and critical thinking skills to diagnose and resolve complex technical issues.
• Ability to thoroughly document incidents, resolutions, and IT asset inventory.

• Proactive, detail-oriented, and passionate about improving end-user experience through reliable IT support.
• Familiarity with VoIP systems and troubleshooting.
• Ability to adapt to change in a fast-paced environment.

• Upholds the highest ethical standards; is trustworthy and reliable.
• Must have a valid driver’s license, clean driving record, and reliable transportation.
• Must be able to work Monday through Friday 8:30am-4:00pm, with extended hours as needed.
• Must be able to lift up to 25 lbs.

Job Type: Full-time

Location: Remote-Hybrid / Based out of Jacksonville, Florida, with the ability to travel to all Florida locations.