Technical Support Engineer

KCIC is seeking a Technical Support Engineer to deliver high-quality, cloud-first IT support across endpoints, Microsoft 365 services, and workplace technology.

This role is responsible for managing and supporting a modern endpoint environment using Microsoft Intune and Entra ID, while also supporting the reliability and user experience of in-office technology—including conference rooms, printers, networking, and Wi-Fi.

The ideal candidate is service and team oriented, hands-on, proactive, and comfortable operating across both cloud platforms and physical office infrastructure. This growing company is in a fast-paced consulting environment which will provide opportunities for learning new technologies and the ability to take on more ownership as the role progresses.

Responsibilities

Workplace Technology Ownership (Office IT)

• • Support and maintain office-based technology, including:
    • Conference room AV systems (Teams Rooms, displays, audio, cameras)
    • Printers and print management solutions
    • Office networking infrastructure (switches, access points, cabling)
    • Corporate Wi-Fi performance and reliability
  • Troubleshoot and resolve conference room and meeting technology issues in real time and escalate complex problems as needed
  • Support coordination with vendors and service providers for network and telecom support
  • Help ensure a consistent and high-quality user experience across all office environments

End-User Support

• • Manage, triage, and resolve support tickets in a timely and professional manner
  • Research, diagnose, and troubleshoot hardware, software, and cloud service issues
  • Provide hands-on support for laptops, mobile devices, and peripherals
  • Act as a primary point of contact for internal user support needs
  • Ensure accurate documentation, tracking, and closure of all incidents and service requests

Cloud & Endpoint Management

• • Assist with management of endpoint devices using Microsoft Intune (configuration profiles, compliance, app deployment)
  • Support user account provisioning and access updates in Microsoft 365 and Entra ID
  • Troubleshoot common issues with Exchange Online, Teams, SharePoint, and OneDrive
  • Assist with device onboarding , provisioning, and patching activities
  • Learn, support and assist with established security and compliance policies

Infrastructure & Operations

• • Install and configure IT equipment for end users
  • Deploy new hardware and software for employees
  • Perform basic hardware maintenance and troubleshooting
  • Support IT projects, upgrades, and new technology rollouts under supervision
  • Provide support for and work on projects for the technology team with guidance
  • Monitor system performance and proactively escalate issues when appropriate

Documentation & Continuous Improvement

• • Maintain knowledge base articles and SOP documentation
  • Identify opportunities to automate or improve support processes
  • Provide training and guidance to end users on systems and tools
  • Contribute to standardization of endpoint and office technology configurations

Team Structure

• • Work as part of a collaborative IT team with guidance from senior members
  • Escalate complex issues and participate in knowledge sharing and training
  • Opportunity to grow into deeper cloud and infrastructure responsibilities over time

Required Qualifications

• • BS degree in Information Technology or equivalent Technical Certification
  • Experience supporting Windows and macOS environments
  • Strong troubleshooting and analytical skills
  • Excellent communication and customer service skills
  • Supportive mindset for a collaborative team environment 

Preferred Qualifications

• • Experience with Microsoft Intune and endpoint management
  • Experience with Microsoft 365 and Entra ID administration
  • Knowledge of Meraki network equipment and systems
  • Experience with Teams Rooms or AV systems
  • Knowledge of Atlassian products
  • Knowledge of printer management solutions
  • Scripting or PowerShell exposure is a plus

Key Competencies

• • Customer-first mindset with strong communication and service orientation
  • Ownership mentality for both cloud systems and physical environments
  • Ability to work independently and prioritize effectively
  • Strong documentation and process discipline
  • Continuous learning and adaptability

Working Conditions

• • Fulltime in-office presence (Washington, DC) with potential for some remote work after 6 months
  • Hands-on work with hardware, conference rooms, and networking equipment
  • Occasional after-hours or on-call support

Salary and Benefits

• • Competitive salary
  • Incentive compensation through yearly performance bonuses
  • 401(k) tax-deferred savings plan with matching
  • Tuition reimbursement program
  • Generous health insurance plans
  • Ongoing training programs and professional development
  • Regular, KCIC-sponsored opportunities to give back to the community