IT Support Engineer

Position Summary

The IT Support Engineer owns Portal’s IT help desk queue and is the first point of contact for employee technology issues and requests. The role is responsible for triaging, resolving, and following through on tickets across Windows laptops, Microsoft 365, identity and access, and the company’s SaaS and engineering applications, resolving as much as possible on first touch and managing escalations through to closure. The role applies Lean practices to support operations, using ticket data, standard work, and root-cause fixes so recurring issues are prevented rather than repeatedly worked. This position works closely with IT’s engineering staff, Portal’s managed service provider (MSP), and employees across every department, and reports directly to the Director of IT.

Core Responsibilities

Help Desk Queue Ownership & First-Touch Resolution

• Own the HaloITSM ticket queue end to end: triage, prioritize, and keep every open ticket moving, including those waiting on the MSP, vendors, or other IT staff
• Resolve issues on first touch wherever possible across Windows endpoints, Microsoft Entra ID, Intune, Microsoft 365 (GCC High), and Portal’s SaaS and engineering applications
• Work each problem far enough to add real value before escalating; when escalation is needed, hand off with steps taken, evidence gathered, and business impact, then follow the ticket to resolution
• Keep requesters informed with proactive status updates, and confirm the fix with the user before closing the loop
• Deliver new-hire day-one readiness (device, accounts, and SSO apps working) and complete offboarding requests accurately and on time

Lean Support Operations & Continuous Improvement

• Work tickets in single-piece flow: carry each ticket through to done before pulling the next, with work-in-progress kept visible and limited
• Build quality in at the source: treat reopened tickets, repeat issues, and incomplete handoffs as defects, and trace each back to its root cause
• Pull the andon cord when something is abnormal: flag emerging patterns, outages, and security concerns immediately so they are contained at the source instead of worked one ticket at a time
• Use help desk metrics (first-contact resolution, reopen rate, time to resolution, ticket aging, CSAT) to find bottlenecks and improve outcomes for users and the business

Endpoints, Access & Compliance Support

• Deploy, enroll, and maintain Windows laptops and peripherals through Intune, and support conference rooms (Microsoft Teams Rooms), printers, and other office technology
• Process access requests and changes under least-privilege principles, keeping ticket records complete enough to serve as audit evidence for NIST 800-171.
• Support company-wide tool rollouts and changes through user setup, training, and adoption follow-up. 

What You Bring To Portal

• Hands-on experience supporting Windows users, Microsoft 365, and Entra ID accounts, with working familiarity with Intune device management
• A structured troubleshooting approach: isolating the problem, testing one change at a time, and switching approach rather than staying stuck
• Sound escalation judgment: knowing when a problem is theirs to solve, when to research further, and when a handoff is the fastest path for the user
• Demonstrated ownership of outcomes: following up on open items, closing loops with users and vendors, and treating the whole queue as their responsibility rather than only their assigned tickets
• Attention to detail in ticket notes, access changes, and asset records, where accuracy matters for both the next technician and the audit trail
• Ability to learn unfamiliar systems quickly from documentation, vendor resources, and hands-on exploration, with demonstrated self-directed learning and certifications; Portal runs many systems, and no one is expected to know them all on day one
• Familiarity with, or interest in applying, Lean and Toyota Production System practices (flow, built-in quality, root cause analysis, visual management) to service work
• Clear, courteous written and verbal communication with users at every technical level, from new hires to engineers to executives.

Basic Qualifications

• 2+ years of experience in an IT help desk, service desk, or desktop support role
• Hands-on experience supporting Windows 10/11 endpoints and Microsoft 365 users, including account and access issues in Microsoft Entra ID (Azure AD)
• Experience with Microsoft Intune or a comparable endpoint management platform
• Experience troubleshooting a broad range of desktop software and SaaS applications
• Experience working a ticket queue in an ITSM platform (HaloITSM, ServiceNow, Jira Service Management, Freshservice, or similar)

Preferred Qualifications

• Experience with Microsoft 365 GCC High or other FedRAMP-aligned environments
• Exposure to Lean, Kanban, Six Sigma, or ITIL practices in a support or operations setting
• Experience writing runbooks or knowledge base articles
• Experience training peers, onboarding new technicians, or acting as a queue or shift lead
• CompTIA A+, Microsoft MD-102 (Endpoint Administrator), or ITIL 4 Foundation; or willingness to obtain within 6 months of hire
• Experience supporting engineering users and applications (CAD/PLM tools such as Siemens NX or Teamcenter, license servers, high-performance workstations)
• Experience in or genuine interest in aerospace or space technology

Pay Range: $75,000 - $105,000