Desktop Support Engineer

Overview

Desk Side Support encompasses physical assistance required at the end user’s desk to resolve IT-related issues, with duties spanning incident management, hardware/software provisioning, and user-focused technical solutions.

• Break Fix: IT Onsite Desktop diagnosis and repair of hardware/software by replacing faulty components or configuring replacement equipment
• OEM Vendor coordination for faulty or new hardware requirements
• IMAC (Install, Move, Add, Change): configuration and installation of equipment for new users, moving equipment within a site, upgrading hardware, and de-installation of software/applications
• Incident Management for Endpoint Devices (Laptop/Desktop/Mobile) including hardware issues for monitors and printers (best effort basis with OEM coordination)
• Hands and Feet support for Video Conferencing equipment and rooms; coordinate with resolver teams/OEMs for additional support
• Coordinate with OEM on hardware/software issues
• Perform advanced troubleshooting for endpoints (laptops, desktops, kiosks, mobiles/tablets)
• Deployment and configuration of new hire equipment (manual and/or automated tools)
• Deploying and troubleshooting Windows-based and Mac-based workstations using Autopilots, Microsoft Intune, JAMF, and other system management tools
• Hardware and software provisioning (check-in and check-out)
• Coordinate with other IT groups to meet SLAs and deliver good customer service
• Explain technical solutions to non-technical users in simple terms
• Occasional movement of IT gear within a site (less than 4 hours of effort per location per month, e.g., moving a PC between floors)
• Uplift and reimage of leaver equipment and update of asset management system/CMDB
• Update of asset management system/CMDB according to Joiner/Mover/Leaver process

• Entry level

• Full-time

• Information Technology

• IT Services and IT Consulting

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