IT Support Engineer

Job Description

Description:

Position Overview

This role provides daily on-site technical support, manages system maintenance, and acts as the primary liaison between internal users and the Managed Service Provider (MSP). The engineer will be responsible for resolving technical issues, maintaining IT infrastructure, and reducing reliance on remote IT support for tasks that require on-site and virtual intervention.

Strategic Context

This role is intended to handle the tactical, day-to-day IT needs onsite and across virtual environments — such as peripheral setup, user equipment coordination, on-site and off-site troubleshooting, MSP task tracking, and supporting the Head of Information Technology in maintaining strategic oversight over IT operations and vendor partnerships.

Primary Responsibilities:

User Support & Issue Resolution

Diagnose and resolve hardware, software, and connectivity issues for workstations, peripherals, and networked devices.

Troubleshoot Microsoft 365, AVD, and remote desktop access issues.

Manage and respond to IT tickets that require hands-on troubleshooting.

Provide first-level support for Teams, Outlook, shared drives, and authentication issues.

Address recurring user-reported issues, identify root causes, and escalate when necessary.

Perform physical troubleshooting tasks (e.g., visiting employee workstations, checking peripheral connections, verifying hardware setups) when remote support is insufficient.

System Administration & Maintenance

Monitor and maintain server and network performance, escalating critical issues to MSP as needed.

Perform routine system updates, security patches, and firmware upgrades.

Manage and maintain user accounts, permissions, and access controls.

Oversee file management, drive access, and troubleshooting of mapped drives (Q/F Drive issues, Teams connectivity, etc.).

Identify and proactively address system inefficiencies to improve reliability.

Collaboration with MSP & Vendor Management

Act as the primary on-site contact for escalations and coordination with MSP.

Track and follow up on open tickets, ensuring issues are resolved efficiently.

Assist with reviewing billable MSP services to determine what should be handled in-house.

Facilitate MSP service improvements and ensure alignment with company needs.

Track down physical devices (PCs, monitors, peripherals) across users and departments as needed to support MSP coordination.

Coordinate day-to-day tactical task assignments with MSP (e.g., hardware pickups, device swaps, imaging coordination).

Maintain active inventory tracking of hardware assets in collaboration with MSP.

New Hire & IT Process Management

Configure and deploy new workstations, accounts, and software for new employees.

Standardize IT onboarding processes to ensure seamless setup and minimize downtime.

Provide user training on basic IT processes and security best practices.

Document IT procedures, troubleshooting steps, and known system issues.

Physically set up workstations and peripheral equipment for onsite and traveling employees, including remote ship-out coordination if needed.

Infrastructure & Security Management

Monitor and troubleshoot AVD performance and user session issues.

Implement and oversee basic security protocols, ensuring compliance with MFA and access control policies.

Maintain local hardware, including printers, monitors, and networking equipment.

Support incident response efforts in case of system failures or cybersecurity concerns.

Support local networking troubleshooting, including cabling issues, switch port checks, and basic Wi-Fi connectivity support.

Assist in proactive monitoring and escalation of AVD platform issues to minimize user disruption.

Requirements:

Technical Skills & Experience Required

Strong troubleshooting experience with Windows environments, Microsoft 365, and AVD.

Knowledge of networking fundamentals, remote desktop protocols, and security best practices.

Experience managing Active Directory, group policies, and user access controls.

Ability to diagnose and resolve hardware and software issues on-site.

Familiarity with IT service management processes and vendor coordination.

Strong organizational skills to manage device tracking, inventory updates, and day-to-day coordination across internal teams and external vendors.

This role is intended to fill the gaps between internal IT needs and MSP’s support, ensuring faster response times, reduced downtime, and cost-effective IT management.

Benefits:

We offer good compensation, an excellent bonus program, 401(k) plan with employer contributions, health, dental, vision, life, long-term disability insurance, paid vacation, sick pay, and more.

Who We Are:

Nicholas Pension Consultants, a privately held Third Party Administrator pension and consulting firm, is headquartered in Rancho Cordova, CA. We currently administer approximately 4,000 retirement plans and employ over 80 employees, with hundreds of years of combined experience. Our growth has resulted in recognition by INC 5000, as one of the fastest growing companies in America. We purchased and remodeled our office building, including a recreation/exercise room, in order to create a comfortable and permanent home for our staff and our positive and focused team of employees enjoys occasional off-site events and community service projects together. A great opportunity exists at NPC for advancement over time, which can evolve into an enriched, long-term career at NPC. Visit our website at reference the following videos to learn more about our company TPC Cycle, NPC Staff, Summer Party, & NPC Games.

- TPA Cycle:

- NPC Staff:

- Summer Party 2021:

- NPC Games:

Full-time