Deskside Support Engineer

About the role

Deskside support Engineer with a minimum of 7 years of experience providing desk side support, acting as senior engineer specializing in troubleshooting of complex and advanced end-user issues with hardware and software in a diverse MS Windows environment. Provides Tier 2 deskside and remote end user support including imaging, deployment, asset management, Windows 11 with strong user interaction skills. Must be able to work independently and as part of a team.

Responsibilities

• Act as an escalation point for junior and mid-level desk side engineers.
• Troubleshoot complex issues that were unable to be remediated by junior and mid-level engineers.
• Update status of queued service requests with the IT service management system.
• Perform IMAC procedures and lifecycle refresh activities.
• Deploy customer hardware and software.
• Provide IT support to end users with a focus on problem resolution.
• Engage engineers from multiple teams to troubleshoot issues in customer environments.
• Assist in leading small projects and team efforts.
• Set up conference rooms and VTC equipment.
• Travel to various field sites (up to 10% of the time) and maintain reliable, independent transportation.

Requirements

• Minimum 7 years of relevant experience in desk side support.
• Experience supporting Microsoft Windows (including Windows 11) and Apple hardware/software (MAC OS, iOS).
• Familiarity with hardware and software diagnostics, mobile device deployment, recovery, and troubleshooting.
• Experience with Active Directory, MS Office Suite, Google Workspace for Enterprise, Bomgar, VPN, SCCM, VTC, Zoom.
• Ability to work independently and collaboratively in fast-paced environments.
• Strong customer service and communication skills.
• Exceptional organization and documentation skills.
• Must be a U.S. citizen or green card holder with at least 3 years of U.S. residency.
• Ability to obtain a Public Trust clearance.
• Reliable and independent transportation.

Qualifications

• Bachelor’s degree required; High School Diploma may be substituted with 6 additional years of related experience.
• HDI Technical Support Professional certification required within six (6) months of employment.
• Certifications desirable (not required): A+, Net+, Secure+, ITIL V4.

Skills

• Troubleshooting Microsoft Windows (latest OS) and MAC OS.
• Hardware and software diagnostics, including Apple (MAC) and iOS devices.
• IMAC procedures and lifecycle refresh activities.
• Experience with Office 365, Google Workspace for Enterprise, VPN, Active Directory, Thin Client.
• Remote and deskside support experience.
• Smart cards / PIV cards (general knowledge).
• Familiarity with ServiceNow or Remedy for ITSM documentation.
• Broad base of support and diagnostic knowledge across computing, networking, integration, and domain administration.

Benefits

• Opportunity to work in a fast-paced, customer-focused environment.
• Exposure to complex technical challenges and VIP support scenarios.
• Professional development opportunities, including certification support.

Pay

Target salary range: $80,001 – $120,000 (based on experience and other factors).