Desktop Support Engineer

Desktop Support Engineer

Experience:

5+ years

Location:

Riverside, CA

Please note, this role is not able to offer visa transfer or sponsorship now or in the future*

• Lead day to day remote desktop support operations by coordinating incident intake resolution and communication to ensure consistent high quality service for business users across locations.
• Oversee analysis and resolution of complex remote desktop issues including operating system application connectivity and hardware related incidents to minimize business disruption and improve user productivity.
• Provide detailed troubleshooting for remote access tools and virtual desktop environments ensuring secure reliable connectivity for hybrid workforce members and reducing recurring access problems.
• Drive continuous improvement of support processes by documenting standard procedures identifying bottlenecks and implementing streamlined workflows that enhance response time and first contact resolution.
• Coordinate with infrastructure application and security teams to escape and resolve cross functional incidents ensuring technical dependencies are addressed and long term corrective actions are implemented.
• Guide creation and maintenance of knowledge base articles runbooks and support documentation so that team members and end users can quickly resolve repeat issues and reduce support volume.
• Manage ticket queues and operational metrics by monitoring priorities response times and closure quality to align service performance with agreed expectations and organizational objectives.
• Collaborate with stakeholders to plan maintenance windows user communication and change activities that support smooth rollouts without impacting key business events.
• Mentor support engineers through structured coaching walkthroughs and feedback helping them build stronger diagnostic capabilities customer focus and accountability in remote support engagements.
• Contribute to risk awareness by identifying patterns in incidents proposing preventive measures and supporting adoption of secure configuration practices that protect company assets and customer data.
• Engage with property and casualty insurance stakeholders when applicable to understand workflow systems and regulatory considerations and then tailor support practices that reinforce reliable underwriting claims and policy servicing operations.
• Partner with management to evaluate tools automation opportunities and reporting dashboards that give clear visibility into desktop health support trends and business impact enabling better strategic decisions.
• Coordinate hybrid work expectations by ensuring onsite and remote support resources are allocated effectively so that users in all locations receive timely assistance without requiring travel commitments.

• Bring five to eight years of progressive remote desktop support experience demonstrating strong skills in diagnosing software hardware network and access issues within large scale corporate environments.
• Show advanced proficiency with remote support platforms ticketing systems operating systems and endpoint management tools applying these capabilities to deliver stable secure desktops for business users.
• Apply clear customer oriented communication in verbal and written form to explain technical situations in understandable language and build trust with users from diverse functional backgrounds.
• Demonstrate capability in documenting procedures creating knowledge content and maintaining accurate configuration records that improve continuity of operations and onboarding of new team members.
• Offer experience or familiarity with property and casualty insurance processes policy administration and claims handling to better appreciate business priorities…