Senior IT Support Engineer

Velociti Services is seeking a Senior IT Support Engineer to provide end-user technical support across our corporate and field operations teams. This role serves as a key point of contact for IT-related issues, ensuring timely resolution of support requests involving devices, applications, system access, and general troubleshooting.The ideal candidate will have hands-on experience supporting Windows environments, Microsoft 365 applications, and endpoint management tools while delivering excellent customer service to both office and frontline employees.Essential Duties and Responsibilities:Serve as the primary point of contact for day-to-day IT support requestsTroubleshoot hardware, software, printer, mobile device, and application-related issuesProvide remote and onsite support for employees as neededManage support tickets from intake through resolution within the ticketing systemPrioritize requests based on business impact and service level expectationsDocument troubleshooting steps, resolutions, and escalations accuratelySupport setup, imaging, configuration, and deployment of laptops and mobile devicesAssist with routine software installations, updates, and system patchingSupport Microsoft 365 applications including Outlook, Teams, and OneDriveAssist with password resets, account access, and MFA troubleshootingSupport user account administration within Azure Active Directory (Entra ID)Assist with device management and policy support through Microsoft IntuneEscalate advanced technical issues to senior IT resources or vendors when appropriateMaintain knowledge base documentation and standard operating proceduresIdentify recurring issues and recommend process improvementsQualifications:Must be able to pass a pre-employment drug screen and background check2–5 years of experience in Help Desk, IT Support, or End User SupportExperience supporting Windows 10/11 environmentsFamiliarity with Microsoft 365, Azure Active Directory (Entra ID), and Microsoft IntuneExperience using ServiceNow or similar ticketing systemsWorking knowledge of TCP/IP, DNS, VPN, and basic network troubleshootingStrong troubleshooting and problem-solving skillsExcellent communication and customer service skillsAbility to manage multiple priorities in a fast-paced environmentPreferred Qualifications:Experience with SCCM/MECMMicrosoft certifications such as Azure Fundamentals or Modern Desktop AdministratorExperience supporting multi-site or distributed workforce environmentsPhysical Requirements / Work Environment:Ability to sit, stand, and work at a computer for extended periodsAbility to lift and move IT equipment up to 25 pounds as neededOccasional travel to local sites may be requiredBenefits:Velociti Services offers a comprehensive benefits package designed to support the health, financial security, and well-being of our team members:Company-Provided Benefits (Full-Time, 30+ Hours per Week)Basic Life Insurance and Accidental Death & Dismemberment (AD&D)Short-Term Disability InsuranceVoluntary Benefits:Medical and Dental InsuranceAdditional Life and AD&D InsuranceSupplemental Short-Term Disability InsuranceLong-Term Disability InsuranceHospital Indemnity, Accident, and Critical Illness InsuranceRetirement:401(k) Retirement Plan available for all team membersVelociti provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.