Remote IT Support Engineer

Summary

Join our team as an IT Support Engineer and play a crucial role in providing essential systems and integration services for CCG's infrastructure. As a key member of the team, you will work collaboratively with other members to enhance and support CCG systems and services, while taking a leading role in assigned technical areas.

Requirements

• Must be eligible to obtain and maintain a SECRET security clearance (Note: Only US Citizens are eligible for security clearances)
• Adherence to strict information system security guidelines
• Previous experience in customer service, client-facing roles, or help desk support
• Ability to contribute to writing policies, procedures, security compliance guidelines, infrastructure guides, and training modules
• Effective written and oral communication skills across all levels of the organization
• Beginner-level knowledge of Linux distributions (Ubuntu, Debian, CentOS, RedHat)
• Beginner-level knowledge of Microsoft technologies (Windows, LDAP, Server 2016 and up)
• Familiarity with hypervisors such as VirtualBox and VMware Workstation
• Basic understanding of storage concepts and technologies
• A strong desire to continuously learn and quickly adapt to new technologies and software
• Ability to work independently with minimal supervision while actively collaborating with team members
• Proficient in creating and managing user and computer accounts, modifying permissions, and managing access
• Ability to make recommendations for hardware, software, and system component purchases
• Work experience in deploying and supporting desktops/laptops, phone systems, video conferencing, and various wireless devices
• Experience in interacting, discussing, documenting, and troubleshooting with vendors, as well as evaluating vendor products and services
• Strong organizational, communication, leadership, teamwork, collaboration skills, with a passion for new technology and a commitment to learning new skills

Responsibilities

• Provide comprehensive support across multiple channels, including chat, email, phone, video, in-person, and remote assistance
• Troubleshoot and resolve issues related to CCG IT resources, applications, and various operating systems, such as Windows, Linux, Mac OS, and mobile platforms
• Analyze system performance and resources, and implement appropriate solutions to enhance performance, address problems, and ensure proper system operation
• Identify and document areas for improvement in infrastructure performance and reliability, and make recommendations accordingly
• Proactively analyze potential threats to end-user devices and take appropriate preventive and remedial actions
• Collaborate with IT System Engineers, share knowledge within the team, and contribute to initiatives such as process improvement and documentation efforts to enhance the user experience

Preferred Qualifications

• Experience with task tracking software such as Gitlab or Jira
• Proficiency in creating and deploying system images in an enterprise environment
• Familiarity with security compliance guidelines, such as NIST and CMMC
• Experience with Windows server and client, Windows Server architecture and management, Windows domain architecture, Windows Group Policy, Windows Active Directory, and LDAP