About the Position
The IT Support Engineer reports to the Sr. Director, Enterprise IT and will play an integral role maintaining key FiscalNote systems and supporting the employees who use them. You will work across the entire company and focus on empowering our employees to use our IT technologies to their fullest potential. This is a hands-on position, in which the individual will troubleshoot Level 1 – Level 2 IT requests alongside existing and future IT Support staff.
About the Team
The FiscalNote IT team is responsible for all FiscalNote employee technology needs. In addition, the team supports our various collaboration platforms, email, identity, and productivity software. As a technology company, we strive to bring in the most modern tools on the market that meet all current security standards while also offering the best possible experience for our employees. We support FiscalNote employees in the US and around the world.
About You
You are a technical expert who enjoys solving problems for end users. You have excellent communication skills and can problem-solve over the phone, in person, or via email/chat. You have a desire to learn new things and an obsession with continuous IT process improvement. You thrive in a dynamic environment where you have constant exposure to new technologies and ever evolving duties.
\n- Provide IT support to FiscalNote employees & contractors in both physical and virtual settings
- Work within FiscalNote’s internal ITSM solution, ensuring established SLAs are met
- Support core IT systems including but not limited to, FiscalNote’s collaboration suite, identity management, Mobile Device Management (MDM), and Antivirus
- Manage IT inventory, ensuring devices are effectively inventoried, deployed, and monitored
- Onboarding and Offboarding of FiscalNote employees
- Create accounts and deploy workstations to new and existing employees
- Investigate common user problems and be able to come up with solutions to prevent future issues from arising
- Research and evaluate new products and services that help keep our IT environment current
- Create training materials and document common troubleshooting steps in the knowledge base
- Be able to manage critical issues outside regular work hours
- 2-4 years of relevant hands-on experience with IT Service Desk or Support
- Strong written and verbal English communication skills
- Strong troubleshooting skills in MacOS and Windows
- Experience with both Google Workspace and MS Office 365
- Experience with an enterprise-level ITSM platform (FreshService preferred)
- Experience with Okta, Jamf, and Intune
- Ability to troubleshoot local network related issues (switches, routers, firewalls, access points, and other devices)
- Must possess strong organizational, prioritization and people skills
- Available for on-call duties
