IT Support Engineer, Level 2

Zimmerman is seeking an experienced IT Support Engineer with a proven track record of delivering exceptional end-user support and enterprise-class IT services. The ideal candidate will have experience working within high-performance organizations where technology reliability, responsiveness, and customer service are critical to business success. This role requires a professional who can effectively support demanding users, mission-critical operations, and a fast-paced business environment while maintaining the highest standards of service excellence.

As a member of the IT Support team, you will be responsible for the full lifecycle management of end-user technology services, including onboarding, provisioning, installation, configuration, upgrades, troubleshooting, repair, replacement, asset recovery, and security compliance. You will support a broad range of hardware and software solutions while ensuring users have the tools and resources necessary to remain productive and successful.

In addition to operational support responsibilities, this role contributes to the design, implementation, and continuous improvement of end-user computing environments, including workstation infrastructure, endpoint management, printing services, collaboration technologies, and conference room systems. The successful candidate will work closely with infrastructure, security, and business teams to enhance the overall user experience and drive operational efficiency.

The ideal candidate possesses strong technical expertise across a wide range of IT disciplines, combined with outstanding customer service, communication, and organizational skills. They are a proactive problem solver who thrives in a dynamic and challenging environment, demonstrates sound judgment, and takes ownership of issues through resolution. Success in this role requires initiative, adaptability, leadership potential, and a commitment to delivering a world-class technology experience for Zimmerman employees.

Key Responsibilities

• Provide comprehensive Tier 1 and Tier 2 technical support to Zimmerman employees, ensuring timely resolution of incidents and service requests in alignment with service level expectations.
• Manage on-site IT inventory and oversee the full lifecycle of IT assets, including tracking, maintenance, deployment, and secure decommissioning.
• Procure, configure, and deploy end-user computing devices, including desktops, laptops, peripherals, and mobile cellular devices.
• Diagnose and resolve software and hardware issues both onsite and remotely, ensuring minimal disruption to business operations.
• Configure, support, and troubleshoot a range of printing environments, including desktop printers, label printers, and enterprise multifunction devices.
• Provide foundational network support and troubleshooting, including device connectivity, wireless access, and VLAN-level configuration support in coordination with infrastructure teams.
• Collaborate with IT engineering and cross-functional teams to design and implement new workflows, processes, and technical solutions for complex or recurring issues.
• Develop and maintain clear, concise technical documentation, translating complex technical concepts into user-friendly guidance for non-technical audiences.

Preferred Skills and Experience

• Demonstrated experience supporting macOS, iOS, and Linux-based environments within an enterprise setting.
• Relevant technical certifications such as CompTIA A+, Network+, Microsoft Certified Systems Engineer (MCSE), or equivalent credentials.
• Working knowledge of audio-visual systems and conference room technologies, including setup, troubleshooting, and end-user support.
• Experience supporting mission-critical and sensitive systems, with the ability to respond with appropriate urgency and maintain operational continuity.
• Proven ability to work independently, prioritize tasks effectively, and maintain composure in a high-interruption, fast-paced environment.
• Strong written, verbal, and telephone communication skills, with the ability to interact professionally across all levels of the organization due to the high-visibility nature of the role.

Qualifications & Requirements

• High school diploma or equivalency certificate.
• 2-3 years of professional experience building, deploying, and troubleshooting computer systems, hardware, printers, software, and IP networks within an enterprise environment.
• Experience supporting Microsoft technologies.

Required Skills


Required Experience