IT Support Engineer

We are seeking a highly customer-centric IT Support Engineer to join our US IT team. This role will provide hands-on technical support for end-user computing and Windows environments while serving as a primary point of contact for users. The ideal candidate combines solid technical troubleshooting skills with excellent communication, follow-through, and a strong service mindset. This position is critical in ensuring users feel informed, supported, and confident that their issues are being handled professionally from start to finish.

Being Successful in this role:

• Users feel informed and supported throughout the process of getting help.
• Issues are not only resolved within SLA but also followed up on.
• Clear communication and excellent customer service.
• The IT team is viewed as approachable and service oriented.

Responsibilities:

• Day to day support for EUC devices and engaging with users professionally.
• Day-to-day management of our Microsoft 365 environment.
• Troubleshoot and resolve issues related to:
• • Windows II
  • Software installations and updates
  • Patching, and system updates.

• Onboarding and Offboarding of users, including organizing equipment shipping and returning.
• Escalate complex issues appropriately, while keeping users and stakeholders informed.
• Assist with basic IT infrastructure and maintenance as needed.
• Occasional visits to Reston, VA

Qualifications:

• 3+ years of experience in an IT support role or similar.
• Be able to commute to DC area.
• Excellent customer service communication skills, approachable and professional.
• Strong knowledge of Windows 11 and Microsoft 365.
• Strong knowledge of networks, LAN, WAN and Wireless.
• Familiar with ticketing systems such as Jira, ServiceNow, Zendesk, etc.
• IT Certifications (Microsoft, VMWare, CompTIA, ITIL are an advantage)
• Previous work experience in e-discovery, or legal industry also an advantage but not a requirement.
• Have a Can-Do Attitude and be a great communicator.

Salary: $75,000 - $95,000

Benefits:

• Employer-funded healthcare program including medical, vision, and dental 
• Employer-funded $50k life insurance and AD&D coverage 
• Additional voluntary life insurance and AD&D coverage available at low premiums 
• Employer-funded Short-term and Long-term disability coverage 
• 401K matching 
• Additional optional healthcare coverage available at low premiums (Critical Illness, Accident, and Hospital)

Disclaimer: This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and may be amended at any time at the sole discretion of the Employer. 

Diversity and Inclusion Statement: Sandline is an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law. All employment is decided based on qualifications and merit of the applicant, and business need. We celebrate diversity and are committed to creating an inclusive environment for all employees.