Desktop Support Engineer

Job Description Desktop Support Engineer Roles & Responsibilities Onsite Desktop Technician Level 2 support at San Diego, Las Vegas, Westlake, CA and Irving Texas hub offices. The Desktop Support Technician is responsible for delivering high-quality, end-user support across the organization, with a strong focus on customer experience, VIP/executive support, and reliable technical service delivery. This role provides hands-on and remote support for hardware, software, and enterprise systems while ensuring minimal disruption to business operations. This position includes technical expertise with strong interpersonal skills, enabling them to deliver a “white-glove” support experience, particularly for executive leadership and high-priority users. Service Tasks, Deliverables, and Assumptions: Vendor will provide the Services, including any inherent tasks, and deliver the Deliverables to Customer as described in each Service Task below. Notwithstanding any other Specifications, at a minimum all Deliverables provided by Vendor under this SOW will be of sufficient detail based on their description. 3.2.1 Service Task 1: Onsite Desktop Technician Level 2 support Tasks: Vendor shall provide onsite Desktop Technician Level 2 support at San Diego, Las Vegas, Westlake and Irvine TX hub offices, including but not limited to the following activities: Key Responsibilities Customer Service & End-User SupportProvide responsive, professional, and courteous technical support to all end usersDeliver a high-quality customer experience by communicating clearly and setting expectationsMaintain ownership of incidents and service requests from initiation through resolutionEnsure timely updates and accurate documentation within the ticketing system VIP / Executive SupportProvide white-glove technical support to executive leadership and VIP usersAnticipate and proactively address technical needs to minimize downtimeMaintain a high degree of professionalism, discretion, and urgency when handling executive requestsSupport executive workstations, mobile devices, and conference room setups with minimal disruption Event & Meeting SupportProvide technical support for meetings, conferences, and special eventsSet up and troubleshoot:Conference room technologyAudio/visual systemsCollaboration tools (Teams, conferencing platforms)Ensure smooth operation of technology during live events and quickly resolve issues as they arise Technical Troubleshooting (Hardware & Software) Diagnose and resolve issues related to:Windows operating systemsStandard business applicationsNetwork connectivity and user access Perform installation, configuration, and maintenance of desktops, laptops, and peripherals Troubleshoot and support:Printers and secure print systemsDocking stations, monitors, and accessories Escalate complex issues to appropriate teams while maintaining ownership Endpoint & Device Support Support device lifecycle activities, including:Imaging and device deploymentHardware replacements and refresh programsOnboarding/offboarding setup and equipment provisioning Ensure endpoints are configured according to enterprise standards Operational Support & Documentation Utilize ITSM tools (e.g., ServiceNow) to manage incidents, requests, and tasks Maintain accurate and complete ticket documentation for all work performed Follow established policies, procedures, and escalation processes Contribute to knowledge base articles and process documentation Salary Range- $60,000-$65,000 a year