IT Support Engineer

About this role:

Heliogen is seeking an IT professional who will be a specialist that provides end-user support and tier 2 support for the help desk for laptops, Microsoft 365, and other applications. The position is based in Long Beach, CA, but will include occasional travel to all Southern California locations, including Pasadena and Lancaster, in addition to supporting remote workers and remote access.  This role will be responsible for hardware and software inventory from procurement to disposal.

In this role, you will:

• Access - Troubleshoot and resolve issues with user access to cloud services, configuring mailboxes, Exchange groups, OneDrive configuration, SharePoint access and resetting passwords
• Advocate - Champion the adoption of Microsoft 365 offerings, Atlassian products, and Oracle implementations suited to the company business needs
• Assist - Creative individual who can run day-to-day support roles for Microsoft 365 and applications such as Oracle as well as support the various departments
• Control - Maintain inventory of laptops, other hardware equipment and software licenses. Laptop configuration for new users, plus troubleshooting common software and hardware issues
• Monitor - Evaluate and communicate with stakeholders the performance of IT services.
• Support - Empower employees to resolve their own issues with documentation, address and resolve simple support tickets, triage or route advanced support tickets, including follow-up to ensure completion

What's essential:

• Bachelor's degree in Computer Science, Information Management Systems, Information Technology, or equivalent work experience
• Progressive experience in a technical help desk or a customer service environment
• Experience with Microsoft 365, Exchange 365 and SharePoint configuration
• Proficient knowledge of Windows operating systems and laptop configuration
• Confident communicator with the ability to successfully support end-users by implementing, explaining, and managing new and existing tools with patience and enthusiasm
• Ability to follow and write technical documentation for end-users and IT Department
• Ability to work in a fast-paced, multi-tasking environment independently or with team members

Desirable:

• 3+ years Microsoft 365 administration experience
• Familiarity with Oracle ERP Cloud or manufacturing execution systems
• Familiarity with Jira, Confluence and other Atlassian products
• Solid and working understanding of various business processes and operations
• Working knowledge of IT infrastructure including hardware and networks
• Experience with Amazon Web Services or Azure AD SSO
• Comfort working with external vendors for MSP, MSSP and CSP support