Help Desk Engineer

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We are seeking a Desktop Support Engineer to lead and oversee IT End User/Desktop Support operations, ensuring high‑quality, 24x7 technical support for office‑based and remote users. The role is responsible for managing the IT Support team, driving service excellence, ensuring SLA and KPI compliance, and aligning IT support strategy with business and client delivery goals. The Desktop Support Engineer will collaborate closely with global IT, Information Security, and Compliance teams to enforce IT policies, support digital workplace initiatives, and deliver secure, efficient, and standardized IT services with minimal business disruption.

Help Desk Engineer

Location:

Fayetteville, NC

Type:
Full‑time

Department:
Technology Services

This role is responsible for managing the IT Support team, driving service excellence, ensuring SLA and KPI compliance, and aligning IT support strategy with business and client delivery goals. The Desktop Support Engineer will collaborate closely with global IT, Information Security, and Compliance teams to enforce IT policies, support digital workplace initiatives, and deliver secure, efficient, and standardized IT services with minimal business disruption.

• Develop and manage effective working relationships with other departments, groups, and personnel.
• Provide direction and supervision to members of the Desktop Support/IT Support Team.
• Be responsible for assigning and prioritizing work, setting expectations, and promoting goals and priorities.
• Oversee desktop support operations and ensure excellent customer service to all internal or external customers.
• Provide expert technical support, training, and assistance to desktop support personnel on network computer system issues and new technology.
• Analyze desktop‑related issues, determine problems, implement solutions, and resolve or forward work orders to appropriate personnel within the IT team (i.e., Sr. Network Administrator, Sr. Systems Administrator).
• Quickly respond to priority incident calls, provide necessary troubleshooting assistance to other team members, and prioritize tasks to minimize downtime and impact time.
• Ensure service level agreements are communicated and understood by the desktop support team.
• Monitor and evaluate the performance of IT Support/Helpdesk personnel to ensure adherence to company policies and standards.
• Lead initiatives to enhance the efficiency and effectiveness of IT support services, identifying areas for improvement and implementing best practices.
• Ensure 24x7 availability of IT support services, covering office‑based and remote (WFH) users.
• Coordinate rollout of upgrades, migrations, and infrastructure changes with minimal business disruption.
• Enforce IT policies, security standards, and compliance with global client and internal audit requirements.
• Collaborate with Information Security and Compliance teams to ensure endpoint and data protection.
• Develop and execute the IT End User Support strategy aligned with business and client delivery goals.
• Drive digital workplace initiatives to enhance employee productivity and collaboration.
• Establish and track KPIs for service delivery, ensuring compliance with SLAs and client requirements.
• Partner with global IT leaders to standardize tools, processes, and support models.

• Bachelor’s degree in Computer Engineering, Computer Science, Information Technology, or any IT/Computer‑related course.
• 2–3 years of IT support experience.
• ITIL, A+, or Security+ certification would be an added advantage.
• Knowledge of I.T. systems and equipment as well as their installation, configuration, maintenance, and repair.
• Knowledge of I.T. requirements/demands in call center operations and organization, particularly in the area of operations support.
• Strong time and project management skills.
• Ability to adapt to changing work schedules and hours.
• Excellent problem determination technique.
• Well‑organized with good follow‑through on commitments to customers.
• Strong problem‑solving, decision‑making, and analytical skills.

In the US, the target base salary for…