Associate Engineer

Career Opportunities with General InformaticsCurrent job opportunities are posted here as they become available.The Associate Engineer (Level 1 Technical Support) provides first-line technical support for our clients' IT infrastructure, including hardware, software, and network systems. This role is responsible for responding to, documenting, and resolving technical issues while maintaining high customer satisfaction levels. This role is full-time, standard business hours (M-F, 8am-5pm) and works onsite.Core ResponsibilitiesProvide first-level technical support via phone, email, and ticketing systemDiagnose and resolve common hardware, software, and network issuesCreate and maintain detailed support tickets for all customer interactionsSetup and configure new workstations, laptops, and peripheral devicesInstall and upgrade standard software applications and system updatesPerform basic Active Directory tasks (user management, password resets)Escalate complex issues to Level 2/3 support when necessaryMaintain technical documentation of solutions and proceduresDemonstrates "Can Do, Will Do!" attitudeOther duties as assignedTechnical Requirements Hardware SupportPC and laptop hardware troubleshootingPrinter and scanner configurationSoftware SupportWindows Desktop OSMicrosoft Office 365 suite including:Outlook email and calendar managementTeams administrationSharePoint basic operationsOneDrive file managementStandard business applicationsRemote support toolsNetwork SupportBasic LAN troubleshootingNetwork connectivity issuesVPN client supportRequired QualificationsHigh school diploma or equivalent1+ year of technical support experience or help desk roleExcellent verbal and written communication skillsAbility to explain technical concepts to non-technical usersExperience with ticketing systems and remote support toolsPreferred QualificationsAssociate's degree in IT-related fieldTechnical certifications such as:CompTIA A+CompTIA Network+CompTIA Security+Microsoft certificationsCCNAMSP (Managed Service Provider) experienceExperience with Windows Server administrationKnowledge of IT security best practicesSuccess MetricsTimesheets are accurate and submitted on timeMeet SLA requirements for different priority levelsAchieve customer satisfaction rating of 96% or higherMaintain detailed ticket documentationPredominantly operates in an office environment. Some periods of time may be spent in computer room and communications equipment spaces for installation, testing, and troubleshooting. Some work (less than 5%) requires moving and lifting of heavy networking equipment.Must be able to perform extensive standing, driving, walking, and climbing; to lift up to 50lbs. regularly; to manipulate up to 100lbs. with assistance, to transport and stock assigned supplies and materials; to pick-up from vendors and deliver stock and materials to customers upon request, to wear personal protective equipment. Must be able to bend, stoop, and climb to reach materials (must be able to climb a step ladder at approximately ten feet in height and to work from a lift up to twenty feet in height)The total compensation package for this position also includes medical benefits, 401(k) eligibility, Paid Time Off, and parental leave. Additional details of participation in these benefit plans will be provided if an employee receives an offer of employment.EOE, including disability/veterans#J-18808-Ljbffr