CRi - Community Residences, Inc.
Desktop Support Engineer
CRi - Community Residences, Inc., Chantilly, Virginia, United States, 22021
Position Summary
The Desktop Support Engineer provides hands‑on technical support and maintenance for CRi’s IT systems, ensuring reliable operation of desktops, laptops, and Microsoft‑based infrastructure across all sites. This role supports end users through efficient troubleshooting, proactive maintenance, and exceptional customer service enabling staff to perform their work effectively and securely.
Principal Duties and Responsibilities
Technical Support & Systems Maintenance
Provide tier‑1 and tier‑2 technical support for end users via in‑person, phone, email, and remote tools.
Install, configure, and maintain Microsoft Windows 10/11 PCs, Office 365 applications, Teams, and related software.
Manage user accounts, groups, and permissions within Microsoft Active Directory, Azure AD, and Microsoft 365 Admin Center.
Support VPN, Wi‑Fi, and LAN/WAN connectivity for all CRi sites and remote workers.
Troubleshoot and resolve hardware, software, and peripheral issues (printers, mobile devices, scanners, etc.).
Maintain and document all IT assets, configurations, and licenses in coordination with the Information Systems team.
Assist with onboarding/offboarding tasks such as device setup, email provisioning, and security access.
Participate in IT projects including network upgrades, server migrations, and Microsoft 365 enhancements.
Customer Service & Communication
Serve as the first point of contact for staff technical issues; ensure prompt, courteous, and professional service.
Educate users on best practices in data security, Microsoft 365 collaboration, and safe computing.
Communicate proactively with end users about issue status, timelines, and system outages.
Contribute to a knowledge base of troubleshooting guides and FAQs to reduce recurring issues.
Security & Compliance
Follow established data security, password, and access control policies.
Ensure endpoint protection and encryption are active and compliant on all systems.
Report and assist in investigating any security incidents or policy violations.
Participate in periodic audits, backups, and disaster recovery exercises.
Continuous Improvement
Stay current on Microsoft technologies, emerging desktop solutions, and cybersecurity trends.
Recommend process or tool improvements that enhance system stability, user experience, and efficiency.
Support initiatives for standardization, automation, and modernization of CRi’s IT environment.
Requirements Minimum Qualifications Required
Associate or Bachelor’s degree in Computer Science, Information Systems, or related field
3+ years of experience providing desktop or technical support in a Microsoft‑centric environment.
Strong knowledge of Windows 10/11, Microsoft 365, Active Directory, and basic networking (TCP/IP, DNS, DHCP).
Proven experience with hardware troubleshooting, imaging, and deployment.
Excellent problem‑solving skills, patience, and communication abilities.
Ability to lift up to 50 lbs and travel occasionally between CRi sites.
(Equivalent combination of education and work experience may be considered.)
Preferred Skills
Experience with PowerShell scripting, Group Policy management, and SharePoint administration.
Familiarity with VPNs, firewalls, and VoIP systems.
Microsoft certifications (e.g., MCP, MCSA, or MD-102: Endpoint Administrator) preferred.
Physical Demands
Extended periods of sitting.
Extensive amounts of time using a computer.
Lifting heavy objects up to 50 pounds.
Working Environment Corporate headquarters and various programs and other locations throughout CR’s service areas.
Equal Opportunity Statement CRi is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other legally protected characteristic.
CRi maintains a drug‑free workplace in compliance with applicable laws and regulations.
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Principal Duties and Responsibilities
Technical Support & Systems Maintenance
Provide tier‑1 and tier‑2 technical support for end users via in‑person, phone, email, and remote tools.
Install, configure, and maintain Microsoft Windows 10/11 PCs, Office 365 applications, Teams, and related software.
Manage user accounts, groups, and permissions within Microsoft Active Directory, Azure AD, and Microsoft 365 Admin Center.
Support VPN, Wi‑Fi, and LAN/WAN connectivity for all CRi sites and remote workers.
Troubleshoot and resolve hardware, software, and peripheral issues (printers, mobile devices, scanners, etc.).
Maintain and document all IT assets, configurations, and licenses in coordination with the Information Systems team.
Assist with onboarding/offboarding tasks such as device setup, email provisioning, and security access.
Participate in IT projects including network upgrades, server migrations, and Microsoft 365 enhancements.
Customer Service & Communication
Serve as the first point of contact for staff technical issues; ensure prompt, courteous, and professional service.
Educate users on best practices in data security, Microsoft 365 collaboration, and safe computing.
Communicate proactively with end users about issue status, timelines, and system outages.
Contribute to a knowledge base of troubleshooting guides and FAQs to reduce recurring issues.
Security & Compliance
Follow established data security, password, and access control policies.
Ensure endpoint protection and encryption are active and compliant on all systems.
Report and assist in investigating any security incidents or policy violations.
Participate in periodic audits, backups, and disaster recovery exercises.
Continuous Improvement
Stay current on Microsoft technologies, emerging desktop solutions, and cybersecurity trends.
Recommend process or tool improvements that enhance system stability, user experience, and efficiency.
Support initiatives for standardization, automation, and modernization of CRi’s IT environment.
Requirements Minimum Qualifications Required
Associate or Bachelor’s degree in Computer Science, Information Systems, or related field
3+ years of experience providing desktop or technical support in a Microsoft‑centric environment.
Strong knowledge of Windows 10/11, Microsoft 365, Active Directory, and basic networking (TCP/IP, DNS, DHCP).
Proven experience with hardware troubleshooting, imaging, and deployment.
Excellent problem‑solving skills, patience, and communication abilities.
Ability to lift up to 50 lbs and travel occasionally between CRi sites.
(Equivalent combination of education and work experience may be considered.)
Preferred Skills
Experience with PowerShell scripting, Group Policy management, and SharePoint administration.
Familiarity with VPNs, firewalls, and VoIP systems.
Microsoft certifications (e.g., MCP, MCSA, or MD-102: Endpoint Administrator) preferred.
Physical Demands
Extended periods of sitting.
Extensive amounts of time using a computer.
Lifting heavy objects up to 50 pounds.
Working Environment Corporate headquarters and various programs and other locations throughout CR’s service areas.
Equal Opportunity Statement CRi is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other legally protected characteristic.
CRi maintains a drug‑free workplace in compliance with applicable laws and regulations.
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