Deskside support Engineer

Location: Redmond & Seattle, WA (Onsite from day one)

Duration: 6+ months (W2 contract)

Minimum experience: 2+ years

About the Role

Site Support resource responsible for operations support for all endpoints, partnering with global client support resources. Performance will be reviewed weekly/monthly between the client and SI.

Responsibilities

• Provide onsite and remote assistance to identify and resolve issues with Windows, macOS, Linux, iOS, and Android platforms, including troubleshooting hardware/software, connectivity, and system configurations.
• Coordinate with OEM vendors for warranty laptop/desktop support.
• Ensure cross-platform compatibility and seamless integration between macOS and Windows systems, applications, and services.
• Participate in the New Hire Induction program under client guidance.
• Execute tech refresh of eligible devices in line with client guidelines.
• Conduct user training sessions and create educational resources to enhance proficiency with macOS, Windows, and productivity tools.
• Perform system administration tasks, including software installations, updates, and configurations to ensure systems are secure and optimized.
• Manage hardware and software assets, including inventory, license compliance, and lifecycle management for macOS and Windows devices.
• Provide site support for servers, switches, APs, UPS units, and other equipment with assistance from global IT specialist teams (rack, network, power).
• Support site print services in partnership with MFP providers and client engineering teams.
• Partner with telecom engineering to support end-user communication services (e.g., Teams) and meeting room infrastructure.
• Procure new hardware aligned with organizational needs and budget forecasts.
• Forecast tech refresh needs, monitor hardware performance, and recommend upgrades as necessary.
• Facilitate smooth onboarding of new employees by setting up workstations, monitoring new hire lists, and arranging shipping for remote locations.
• Manage user offboarding/terminations: collect equipment, provide return instructions, wipe repurposed assets, and collaborate on quarterly asset disposal.
• Perform monthly asset verification (cycle counts) and extract asset data from various tools based on client procedures.
• Respond to and resolve IT incidents reported by end users following client-established processes.
• Support enterprise and business applications (e.g., JIRA, Confluence, ServiceNow, MFA portals, Azure AD, Active Directory, Microsoft Exchange, Office 365).
• Apply basic networking concepts: IP address validation, assigning static IPs, setting up remote desktop systems.
• Perform desktop support tasks: part replacements, GPU installations, and guidance on non-standard IT devices.
• Continuously evaluate and improve IT services and processes based on user feedback and industry best practices.

Skills

• Willingness to be trained on enterprise applications, networking concepts, and desktop support tasks.