IT Support Engineer

Company: Widenet Consulting
Location: Enfield
Posted on: May 2, 2025

Job Description:

Job Description/Skills:

If the following job requirements and experience match your skills, please ensure you apply promptly.
This position will require the candidate to be onsite in Enfield, CT.

IT Support II
Responsibilities

Take full lifecycle ownership of support tickets from initiation to resolution, regardless of origin, coordinating with other teams as needed and escalating blockers appropriately.
Perform root cause analysis to resolve the entire scope of technical issues, assessing whether a broader organizational impact exists and addressing it when applicable.
Monitor and triage ServiceNow incident and service request queues, responding within defined SLAs to ensure high-quality support.
Proactively analyze ticket trends, system monitoring tools, and employee feedback to identify and remediate issues before they impact the broader user base.
Maintain and support hardware and software environments, including PCs, laptops, printers, peripherals, and enterprise applications, both onsite and remote.
Provide 2nd level support and serve as an escalation point for complex technical issues, while maintaining accountability for ticket resolution.
Support imaging, configuration, installation, and repair of networked devices, including VPN access and Cisco VPN Client support.
Contribute to and maintain a robust, searchable internal and external Knowledge Base to ensure consistent and scalable solutions.
Perform asset lifecycle management activities to ensure accurate and current inventory tracking of all IT hardware.

Requirements

Demonstrated experience collaborating across technical teams to drive solutions forward.
Proven ability to provide excellent customer service, communicate clearly, and manage escalations professionally.
Two- or four-year degree or equivalent technical training.
Minimum of 4 years of experience supporting a PC network environment.
Strong understanding of PC networks and LAN/WAN infrastructure.
Relevant certifications preferred: A+, Network+, MCP, MCSA, or MCSE.
Excellent problem-solving and analytical skills, with a focus on holistic resolution and continuous improvement.
Strong documentation and knowledge-sharing mindset.
Ability to lift up to 30 lbs.

Pay Range: $45.00 - $55.00 per hour, depending upon experience.
Health & Medical Benefits, 401K, Employee Assistance Program, and Sick Time applicable by state.

Keywords: Widenet Consulting, Portland , IT Support Engineer, Engineering , Enfield, Maine