IT Engineer

CentralReach is seeking a motivated, customer-focused IT Engineer to join our Information Technology team. This role is part of a collaborative team responsible for providing exceptional technical support to employees, managing corporate technology systems, and continuously improving IT operations. 

The ideal candidate is a well-rounded IT professional who enjoys solving technical challenges, supporting employees, and working with modern cloud-based technologies. This position combines hands-on employee support with endpoint management, identity and access administration, SaaS application support, security, and IT process improvements. 

As an IT Engineer, you will work closely with fellow IT Engineers to ensure employees have reliable, secure, and efficient access to the tools and technology they need to succeed. You will share responsibility for daily IT operations while contributing to projects that enhance the organization's technology environment and employee experience. 

Key Accountabilities: 

Employee Technical Support 

• Provide timely, professional, and effective L2/L3 technical support to employees (onsite & remote) across Windows, macOS, mobile devices, and enterprise applications. 

• Collaborate with fellow IT Engineers to manage and resolve incoming support requests, incidents, and service tickets. 

• Troubleshoot hardware, software, networking, authentication, and application-related issues. 

• Participate in employee onboarding, offboarding, and internal transfers, including equipment preparation, account provisioning, and access management. 

• Take ownership of assigned technical issues from initial investigation through resolution, escalating or collaborating when appropriate. 

• Maintain clear communication with employees regarding issue status, troubleshooting steps, and resolution. 

• Create and maintain knowledge base articles, troubleshooting guides, and internal IT documentation. 

Endpoint & Device Management 

• Administer and maintain Windows and macOS endpoints using management platforms such as Microsoft Intune, Iru, or equivalent solutions. 

• Configure, deploy, and troubleshoot corporate laptops, peripherals, and mobile devices. 

• Support automated device provisioning, application deployment, operating system updates, and patch management. 

• Monitor and maintain endpoint security, compliance, and configuration standards. 

• Assist with hardware inventory, asset tracking, procurement, and device lifecycle management. 

• Collaborate with the IT team to improve device deployment processes and endpoint management practices. 

Identity, Access & SaaS Administration 

• Administer and support Microsoft 365, Entra ID, and other enterprise SaaS applications. 

• Manage user accounts, security groups, permissions, licenses, and application access. 

• Support Single Sign-On (SSO), Multi-Factor Authentication (MFA), and identity lifecycle management. 

• Troubleshoot authentication, application access, and user provisioning issues. 

• Assist with SaaS application configuration, integrations, and administration. 

• Ensure access management processes follow established security policies and least-privilege principles. 

IT Operations & Security 

• Collaborate with fellow IT Engineers to maintain the reliability, security, and availability of corporate IT services. 

• Implement and maintain IT security controls, including endpoint protection, device encryption, patching, and access management. 

• Partner with Legal, Security and other internal teams to address vulnerabilities, security concerns, and compliance requirements. 

• Assist with IT audits, security reviews, and evidence collection for applicable compliance frameworks. 

• Maintain accurate documentation of IT systems, configurations, procedures, and operational processes. 

• Coordinate with external vendors and service providers to troubleshoot issues and support IT services. 

Automation, Projects & Process Improvement 

• Identify opportunities to improve IT workflows, reduce repetitive tasks, and enhance the employee technology experience. 

• Collaborate on IT projects, application deployments, system improvements, and technology initiatives. 

• Help streamline onboarding, offboarding, access provisioning, and device management processes. 

• Recommend improvements to existing tools, procedures, and support practices. 

• Share technical knowledge and best practices with fellow IT Engineers to improve overall team effectiveness. 

Desired Skills and Experience: 

• 3–5 years of professional experience in IT support, IT engineering, systems administration, or a related technical role. 

• Strong troubleshooting experience with Windows and macOS operating systems. 

• Hands-on experience supporting Microsoft 365, Entra ID, Active Directory, or similar enterprise identity platforms. 

• Experience with endpoint management platforms such as Microsoft Intune, Iru, or equivalent solutions. 

• Experience supporting enterprise SaaS applications, SSO, MFA, and identity and access management. 

• Understanding of networking fundamentals, including TCP/IP, DNS, DHCP, VPN, and wireless connectivity. 

• Experience supporting employees in remote, hybrid, or distributed work environments. 

• Familiarity with IT ticketing systems, incident management processes, and Remote Monitoring and Management (RMM) tools. 

• Strong analytical and troubleshooting skills with the ability to independently investigate and resolve technical issues. 

• Excellent customer service, communication, and interpersonal skills. 

• Ability to collaborate effectively within a small IT team and share responsibility for daily operations. 

• Strong organizational skills with the ability to prioritize support requests and project assignments. 

• Willingness to learn new technologies, share knowledge, and contribute to continuous improvement. 

Preferred Skills and Experience: 

• Familiarity with scripting and automation using PowerShell or equivalent. 

• Familiarity with security and compliance frameworks such as SOC 2, NIST, HIPAA or ISO 27001. 

• Experience administering email protection platforms such as Proofpoint. 

• Experience with IT asset management, patch management, hardware procurement, and device lifecycle management. 

• Relevant certifications such as CompTIA A+, Network+, Security+, Microsoft 365, or other security-related certifications. 

What Success Looks Like: 

• Employees receive timely, knowledgeable, and professional IT support. 

• Support tickets and technical issues are resolved efficiently with clear communication and accountability. 

• Corporate devices and applications remain secure, reliable, and properly managed. 

• Employee onboarding and offboarding processes are completed accurately and on time. 

• IT documentation and knowledge-sharing practices improve team efficiency. 

• Repetitive issues and manual tasks are reduced through process improvements and automation. 

• The IT engineering team works collaboratively to maintain consistent service quality and successfully deliver IT initiatives. 

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