Desktop Support Engineer

About the role

The IT Desktop Support Technician is an important member of the IT Infrastructure team, providing strong customer service and troubleshooting to resolve technical issues for end users. This role supports all aspects of hardware and software, computer applications, and LAN-related issues.

Responsibilities

• Take initial telephone or service ticket inquiries and troubleshoot or manage end user hardware, software, or network problems.
• Provide executive-level desktop support, requiring a higher level of service.
• Utilize Active Directory for user management and assign users to Group Policy Objects.
• Respond to and support the resolution of server and network issues with Tier 3 support.
• Provide 1st level client support through the help desk ticketing system.
• Escalate more difficult problems to Tier 3 support.
• Support a Microsoft Windows environment, including the Windows stack, Active Directory, and hosted M365.
• Use Remote Monitoring tools and call tracking to log and route tickets.
• Image and deploy desktops and laptops for end users.
• Create and maintain client-related documentation.
• Actively participate as a strategic member of the technology team, including attending team meetings and providing onsite support for remote IT Engineers.
• Participate in the maintenance, updates, planning, and installation of client computers and application software.
• Work with the business to build automated workflows that are repetitive, replicable, and comprehensive through continuous process improvement.
• Assist the CEG compliance and cybersecurity teams to align processes with regulatory requirements.
• Facilitate the deployment of new client computer systems and application integration to support business needs.
• Assist in coordinating planned maintenance activities to ensure IT systems are properly implemented and maintained with minimal business impact.
• Assist in developing and maintaining proper processes, procedures, and system documentation according to industry best practices and regulatory requirements.
• Travel 10% of the time, sometimes on short notice.
• Participate in after-hours on-call rotation as necessary for problem resolution and project management/installations.

Requirements

• Strong working knowledge of Microsoft Windows Operating Systems, including M365 support.
• Experience with ITIL framework and IT Service Management Software (e.g., ServiceNow).
• Proficiency in IT procurement processes and procedures.
• Strong incident management and troubleshooting techniques.
• Exceptional work ethic and time management skills.
• Ability to work well independently and as part of a team.
• Strong communication skills and a commitment to customer service at the executive level.

Qualifications

• An associate or bachelor’s degree in Information Systems or a similar field is preferred. Equivalent experience in key Information Technology competencies will be considered.
• 1 year of experience supporting client-side IT infrastructure and software in an enterprise environment.
• Intermediate-level experience.

Skills

• Windows 10
• Troubleshooting
• Active Directory
• Microsoft Office
• AV (Audio/Visual) support
• Deployment and Imaging
• Customer service
• Technical support
• Windows and macOS environments

Pay

The pay range for this position is $25.00 - $32.00 per hour. Individual compensation will depend on qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Benefits

• Medical, dental, and vision insurance.
• Critical Illness, Accident, and Hospital insurance.
• 401(k) Retirement Plan with pre-tax and Roth post-tax contribution options.
• Life Insurance (Voluntary Life & AD&D for employees and dependents).
• Short-term and long-term disability.
• Health Spending Account (HSA).
• Transportation benefits.
• Employee Assistance Program.
• Time Off/Leave (PTO, Vacation, or Sick Leave).

Schedule

This is a hybrid position based in San Diego, CA. The role requires participation in an after-hours on-call rotation as needed for problem resolution and project management/installations.