What are the responsibilities and job description for the IT Support Engineer position at American Roll-On Roll-Off Carrier Group?
The IT Support Engineer provides responsive, hands-on technical support for ARC users, office technology, endpoint devices, and assigned infrastructure. The position serves as a primary local IT resource for the Ponte Vedra Beach office and provides remote support for other ARC locations as needed.
This role supports reliable, secure, and efficient technology operations by following IT standards, cybersecurity practices, and business requirements.
In this role:
End-User and Office Technology Support
• Provide timely, professional support to end users through in-person, email, phone, video, and approved remote-support tools.
• Configure, provision, troubleshoot, and support desktops, laptops, mobile devices, printers, peripherals, software, meeting room equipment, and other office technology.
• Provide hands-on support for users, systems, and office infrastructure at ARC’s Ponte Vedra Beach office.
• Support user onboarding, changes, and offboarding activities, including account provisioning and deprovisioning in accordance with IT procedures.
Systems, Infrastructure, and Security
• Support assigned network, server, endpoint, application, access control, and security systems in coordination with the broader IT team.
• Maintain assigned systems, applications, security settings, asset inventory, and operational records in accordance with organizational standards.
• Follow and promote IT standards, processes, controls, and security practices, including documenting requests, incidents, changes, and resolutions in designated ticketing and change management systems.
• Maintain support procedures, technology plans, operational documentation, and evidence needed for periodic reviews, compliance activities, or cybersecurity audits.
Projects, Collaboration, and Operational Support
• Collaborate with IT colleagues and business stakeholders to investigate issues, identify root causes, and implement effective solutions.
• Escalate complex, high-risk, or enterprise-wide incidents to appropriate IT teams while maintaining ownership of the user experience and coordinating resolution through closure.
• Plan, document, and support technical projects, office technology improvements, maintenance activities, and infrastructure changes.
• Support planned after-hours work for projects, maintenance windows, or urgent operational needs, as coordinated in advance.
• Travel domestically or internationally on an occasional basis to support remote offices, projects, or users.
Required Qualifications
- Minimum of five years of corporate IT experience supporting Microsoft desktop operating systems and enterprise end-user environments.
• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent professional experience.
• Strong analytical, diagnostic, and problem-solving skills.
• Strong written and verbal communication skills in English.
• Commitment to outstanding customer service and professional support.
• Ability to manage multiple concurrent projects, tasks, and priorities in a dynamic, fast-paced environment.
Technical Experience
• Experience supporting Microsoft 365 services, including Microsoft Entra ID, Intune, Exchange, Teams, SharePoint, and Microsoft Defender.
• Experience with desktop imaging, endpoint configuration, application deployment, and device lifecycle support.
• Proficiency supporting and managing Apple iOS/iPadOS devices.
• Experience troubleshooting network connectivity, performance, and infrastructure issues.
• TCP/IP, VLANs, Wi-Fi, VPN, Etc.
• Ability to plan, document, and implement technical projects, systems, and support procedures.
Preferred Experience and Certifications
• Industry certifications such as Microsoft, Cisco, or CompTIA are preferred.
• PowerShell scripting experience is preferred.
• Experience with cybersecurity controls, endpoint security, identity management, conditional access, or Microsoft security technologies is preferred.
Success in This Role:
The successful candidate will resolve user issues efficiently, maintain accurate technical documentation, support secure and reliable IT operations, and serve as a dependable local IT resource for the Ponte Vedra Beach office while collaborating effectively with ARC’s broader IT team.
Physical Requirements:
This role may require occasional lifting, carrying, and moving of IT equipment up to 50 pounds, with or without reasonable accommodation. The role may also require bending, kneeling, reaching, and working under desks or in office technology areas as needed.