About The Opportunity

This Sr IT Support Engineer position is located in Chicago, IL 60614 of the United States.

Netrix Global, award-winning provider of cybersecurity and end-to-end IT services, is seeking a Sr IT Support Engineer, with strong backend engineering experience supporting enterprise endpoint management platforms. This role focuses on device lifecycle management, imaging support, application packaging, patching, and platform data analysis using Microsoft Configuration Manager (SCCM), Jamf, and Microsoft Intune. The ideal candidate has hands-on experience supporting Windows and macOS environments at scale, particularly in classroom, lab, or shared-device environments.

You will play a crucial role in provide timely and accurate technical support to internal employees and client employees; answer questions or resolve computer problems for clients in person, via telephone, or from remote location. Help concerning the use of computer hardware/software and related systems and services, including printing, installation, word processing, electronic mail, and operating systems.
How You Will Make An Impact

• Perform SCCM device object management, including device imports, reimports, collections, and variable assignment
• Provide basic image troubleshooting, including:
  • Boot disk failures
  • System clock and BIOS/UEFI issues
  • Driver-related imaging errors
• Support Ticket Management and respond to service tickets, performing basic troubleshooting and administrative tasks
• App Packaging, test, and deploy applications for Windows and macOS environments
• Execute monthly patch deployments for classroom and lab systems to ensure security and stability
• Support backend administration of Microsoft Configuration Manager (SCCM), Jamf Pro, and Microsoft Intune
• Manage driver imports and updates within SCCM to support new and existing hardware
• Collect and analyze basic metrics from SCCM data, such as deployment success, device compliance, and patch status
• Monitor and respond to assigned incident management queues promptly and document all research, troubleshooting and resolutions accurately
• Research, troubleshoot and resolve incidents in a timely manner and according to Netrix and client specific policies and standards
• Provide accurate and creative solutions to user problems of a complex nature to ensure users are quickly restored to productivity
• Perform daily follow up on all assigned open incidents
• May Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
• Train users in the proper user of hardware and software
• Acquire and maintain current knowledge of relevant hardware, software and systems in order to provide technically accurate solutions to users
• Provide AV and/or Conference Room Support as needed per the client. (Training will be provided)
• Acquire and maintain a working knowledge of ITIL Incident and Change Management functions
• Develop, document and communicate procedures to resolve user problems
• Participate in internal and client projects as required
• Recommend new processes/procedures or changes to existing ones to enhance the quality of service delivered to internal and client users
• Identify, research and resolve the root cause of incidents to ensure they do not recur and to resolve before other users are affected
• Monitor Netrix corporate email and any client email regularly to maintain current knowledge of operations
• Attend staff and client meetings as required
• Participate in mandatory on-call rotation if required
• Follow all applicable Incident and Change Management processes and procedures to ensure the accuracy and integrity of the solutions delivered.

What You Will Bring To The Table

• 5 plus years of proven experience as a Computer Support Analyst or similar role as minimum
• Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).
• Strong knowledge of computer systems, hardware, and software applications.
• Proficiency in troubleshooting technical issues and providing timely solutions.
• Excellent communication skills, both verbal and written.
• Ability to work independently and collaboratively within a team environment.
• Strong analytical and problem-solving skills.
• Relevant certifications (e.g., CompTIA A+, Microsoft Certified IT Professional) are a plus

Essential / Core Skills

• Microsoft (Microsoft Configuration Manager) SCCM
• Device object management - import, reimport, variable assignment
• Driver imports
• Metrics collection
• App Packagin
• Patch deployments

Interaction: Daily interaction with client management and employees.

Impact: Computer Support Analyst interacts with customers on a regular basis and needs to maintain a positive and professional attitude always.

Location: Onsite role at Chicago, IL 60614

Working shift: 1st shift hours Monday through Friday.