Support Services Engineer

Support Services Engineer page is loaded## Support Services Engineer locations:
Denver, CO, USAtime type:
Full time posted on:
Posted 4 Days Agojob requisition :
Req-1734
** Department:
** WDTech - I&OWe are Walker & Dunlop.  We are one of the largest providers of capital to the commercial real estate industry, enabling real estate owners and operators to bring their visions of communities — where people live, work, shop, and play — to life. We are committed to creating meaningful social, environmental, and economic change in our communities.
** Department Overview
**** WDTech
* * is W&D’s in-house technology team – a group of collaborative and highly skilled technology professionals, all of whom are leading experts in real estate data, data science, and technology.
** WDTech Infrastructure & Operations
** designs, operates, and supports the technology platforms on which W&D builds and operates business systems. I&O provides productivity and collaboration solutions for an increasingly decentralized and mobile workforce.
** The Impact You Will Have
** This position supports all functions and components of the application and hardware infrastructure, and provides application function modification support, research, and training with a focus on customer service.
** Primary Responsibilities
*** Serve as an escalation point for technical support via phone, in-person, or remote tools such as Bomgar or Zoom.
* Troubleshoot and support a range of systems, including Microsoft Windows 11, iOS devices, macOS, SCCM, Intune and Active Directory.
* Provide user and system support for key business applications such as Salesforce, Microsoft 365 application, Box, Zoom, Adobe Acrobat, Illustrator, Photoshop, and InDesign.
* Manage PC setup and deployment for new employees using standard hardware, images and software.
* Support and troubleshoot Zoom Rooms, including iPads and conference room setups.
* Configure, deploy, and maintain end-user devices using standard hardware images and software packages.
* Own assigned incidents from start to resolution while ensuring a positive customer experience.
* Set up and support peripheral devices such as printers, scanners, and copiers; troubleshoot and resolve issues.
* Provide support for mobile devices and assist users in accessing company systems securely.
* Use collaboration and productivity tools such as Asana, Cisco Any Connect, and Netskope for task management and secure access.
* Translate technical concepts into user-friendly explanations for non-technical staff.
* Participate in the execution of disaster recovery plans during system outages.
* Perform other duties as assigned.
* Attendance is generally Monday through Friday from 8:30 am – 5:30 pm local time with a minimum of 3 days per week in office and up to 2 days per week of remote work from home, and the requirement of participation in an on-call rotation for after-hours support.
** Education and Experience
*** Bachelor’s degree in information systems, computer science, or a related study, or equivalent working experience.
* 3+ years’ experience working in a desktop support role supporting Mac OS, Windows 11, Microsoft 365, and Adobe applications preferred.
* Experience operating within a ticketing system to track incidents and status of assigned tasks, preferably using Service Now.
** Knowledge,

Skills and Abilities

*** Ability to travel overnight within the United States, up to 25%.
* Flexibility to participate in an after-hours on-call support rotation.
* Demonstrated knowledge of Windows 11 operating system.
* Passionate in providing excellent customer service with a commitment to quality.
* Outstanding verbal and written communication skills.
* Detail-oriented mindset while consistently focusing on the big picture.
* Good business judgment and strong analytical and problem-solving skills.
* Ability to communicate effectively with technical and management level professionals.
* Ability to show ownership of your work, take on challenges and acknowledge growth opportunities, and demonstrate patience when learning new processes.
* Courtesy, respect, and thoughtfulness in teaming with colleagues and other stakeholders.

This position has an…