Production Support Engineer (On-Site Columbia, MD)

Togetherwork
vision insurance, parental leave, paid holidays, sick time, long term disability, 401(k)
United States, Maryland, Columbia
Apr 11, 2025
Note: This position is onsite at our Columbia, Maryland office. Job Summary We are seeking a detail-oriented and technically skilled Production Support Engineer to join our dynamic IT team. This role will focus on end-user hardware support, advanced troubleshooting, inventory management, and project ownership. You'll be part of a collaborative team that owns deeper triaging of complex issues, provides responsive Tier 2 support, and helps scale internal processes as we grow. Responsibilities End User Hardware & Support Deploy, configure, and troubleshoot desktops, laptops, docks, and peripheral devices. Investigate and resolve issues such as domain disconnections, display/docking malfunctions, and login failures. Perform in-depth troubleshooting for escalated incidents from Tier 1 (OFS) support. Process incoming and outgoing hardware, including device re-provisioning, decommissioning, and returns. Hardware Inventory & Asset Management Use BlueTally for maintaining accurate asset records and developing inventory best practices. Partner with procurement to ensure equipment availability and lifecycle planning. Project Work & Internal Resources Take ownership of key initiatives including: Creating a user-facing SharePoint knowledge base with repeatable SOPs and troubleshooting steps. Advancing centralized Apple device management (domain join, software/package deployment). Contribute to software implementations related to IT hardware processes. Tier 2 Technical Support Troubleshoot complex hardware and system issues beyond Tier 1 triage. Escalate and coordinate with senior IT team members as needed. Support users and devices in Microsoft 365 (formerly Office 365) environments. Collaboration & Communication Communicate clearly with end users; translate technical solutions into user-friendly guidance. Work closely with internal stakeholders to gather hardware requirements and tailor support. Collaborate with IT teammates to drive continuous improvement. Requirements Bachelor's degree in Computer Science, Information Technology, or related field or 2 years of experience. Prior IT support experience with a focus on hardware, troubleshooting, and Tier 2 systems support. Solid understanding of desktops, laptops, docks, and peripheral troubleshooting. Experience supporting Microsoft 365 (user/device support). Familiarity with Apple device management. Proficient with diagnostic tools and able to think creatively to resolve ambiguous problems. Strong attention to detail and consistency in following SOPs. Experience with ticketing tools (JIRA preferred) and asset tracking tools (BlueTally preferred). Preferred Qualifications Basic experience with Azure AD and Microsoft Intune (configuration, device policies, etc.). Experience in environments that require flexibility and adaptability (e.g., start-up or small teams). Excited about this role but don't meet every single requirement? Studies have shown that women and other marginalized groups are less likely to apply to jobs unless they meet every single qualification. At Togetherwork we are dedicated to building a diverse, inclusive, and authentic workplace, so if you're excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles. The Company offers a comprehensive employee benefits program, including: Medical, dental, and vision insurance options 100% Employer paid short/long term disability. Basic Life 401(k) option with 100% company match Flexible paid personal/vacation time built on mutual trust and accountability. 10 sick days annually 10 company paid holidays 6 weeks paid parental leave Pet Insurance Medical Travel Benefits Infertility Benefits Teladoc Employee Assistance Program Wellness Benefits & Engagement Platform Inclusion and Diversity:Togetherwork is an Equal Employment Opportunity Employer. We are a company where diverse backgrounds, experiences and viewpoints are valued. Togetherwork does not make hiring or employment decisions on the basis of race, color, religion, gender, gender identity, sex, sexual orientation, disability, veteran status, age, ethnic or national origin, or any other basis protected by all local, state or federal laws. *Salary Range Disclosure* The base range represents the low and high end of the Togetherwork salary range for this position. Actual salaries will vary and may be above or below the range based on factors including, but not limited to location, experience, and performance. The range listed is just one component of Togetherwork's total compensation package for employees. Other rewards may include discretionary bonuses, long term incentives, a flexible paid vacation/personal time policy, 6 weeks paid parental leave and more. *Salary Range* US Remote: $50,000- $60,000 USD per year Togetherwork provides integrated software and financial solutions to a wide range of communities and organizations including associations, camps, unions, fraternities & sororities, gyms, dance studios, religious congregations, pet services, and more. Our mission-critical tools help our customers manage and grow their communities, and enhance the depth and breadth of their member engagement. Our team is united in its desire to help our clients better serve and empower their communities. CCPA Disclosure Notice: Click Here