Support Engineer

• Report to the Help Desk Manager and be part of the Corporate IT team.
• Deliver high-quality customer service and technical support to end users, including guidance, troubleshooting, and proactive technical education across platforms and systems.
• Deploy, maintain, and decommission end-user devices while ensuring accurate tracking of hardware and software assets within the company's inventory systems.
• Provision and manage user and device access to corporate environments, systems, and enterprise applications in accordance with security and compliance standards.
• Configure, support, and troubleshoot enterprise tools and applications to ensure operational stability and user productivity.
• Collaborate with internal teams and external vendors to resolve complex issues, streamline support processes, and assist in the implementation of new technologies and tools.
• Develop and maintain Help Desk documentation, knowledge base content, and standardized support workflows to ensure consistent service delivery and knowledge sharing.
• Continuously adapt support practices, tools, and processes to meet evolving business needs and organizational goals.
• Explore opportunities to enhance workflows through AI or automation tools (e.g., document summarization, task routing, or data parsing).
• Participate in a local team based in Louisville, KY; generally follow Eastern Time business hours with occasional after-hours support as part of a rotating weekly on-call schedule.

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