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Production Support Engineer (On-Site Columbia, MD)

TW Corporate

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

  • Lead and execute a company-wide backfill inventory project (approx. 500 devices).

  • 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.

  • 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).

Employee Referral Bonus

This position is eligible for a $1,000 employee referral

Access Referral Form Here

 

Togetherwork Corporation - 

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

 

 

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