Desktop Support engineer-USA

Join our team as a hands-on, problem-solving Local Site Support Engineer (Level 1). You’ll be the first point of contact for colleagues across the office, ensuring they have the tools, devices, and support needed to stay productive and collaborative.

Responsibilities

• Diagnose and resolve everyday tech issues for desktops, laptops, printers, and mobile devices (Windows, macOS, Linux).
• Set up and decommission corporate devices (laptops, phones) efficiently and securely.
• Provide temporary replacement devices to minimize work disruptions.
• Offer friendly, patient, and clear support to non-technical users, building their confidence with technology.
• Escalate complex issues to Level 2 experts (e.g., End User Computing, EMM teams) as needed.
• Troubleshoot and maintain essential office services: printing, Wi-Fi, voice systems, and digital platforms.
• Install and configure network hardware (switches, routers, Wi-Fi access points) and assist with core systems (firewalls, NAC, DNS).
• Resolve connectivity issues (Wi-Fi, LAN) quickly and accurately.
• Support smart office tech: digital signage, sensors, smart meters (setup and basic troubleshooting).
• Assist with phone system (PABX) tasks in coordination with remote specialists.
• Manage the full lifecycle of printers: unboxing, installation, testing, and decommissioning.
• Set up and troubleshoot audio-visual (AV) equipment for meetings/events, collaborating with AV specialists.
• Deploy and maintain office monitors, ensuring smooth transitions during upgrades or relocations.
• Provide on-site support during planned maintenance or urgent issues, assisting vendors as needed.
• Partner with external vendors for quick repairs or replacements.
• Document incidents and fixes clearly to prevent repeat issues and share knowledge.
• Guide third-party technicians through secure areas (e.g., network rooms) while ensuring compliance and safety.
• Support internal/external audits and compliance checks (e.g., SOX) with accurate records.
• Check in new devices, log them in the asset system, and label them properly.
• Test incoming hardware, store it securely (including rack mounting), and prepare it for deployment.
• Load approved OS images onto stock devices using standardized tools.
• Maintain accurate inventory records and participate in regular audits.
• Securely wipe and process devices for disposal, following data protection and compliance rules.
• Manage temporary laptop loans from local stock for colleagues in need.
• Coordinate warranty repairs and inspect devices before re-deployment.
• Assist with offsite tape backups (if applicable to your location).
• Support office moves, desk relocations, or hardware refreshes with minimal disruption.
• Provide tech support for local business events (e.g., demos, leadership meetings).

Requirements

• Comfort with technology and enthusiasm for solving real-world tech puzzles.
• Strong people skills: patience, empathy, and the ability to explain tech in plain language.
• Experience with Windows, macOS, and Linux in an office or helpdesk setting.
• Basic networking knowledge: Wi-Fi, LAN, switches, and routers.
• Experience managing hardware lifecycle: setup, asset tagging, inventory, and decommissioning.
• Reliability and attention to detail, especially for compliance, audits, or sensitive data.
• Collaborative mindset for working with internal teams, vendors, and facilities staff.

Qualifications

• High school diploma or equivalent required; associate or bachelor’s degree in IT, Computer Science, or a related field is a plus.
• 1–2 years of experience in IT support, helpdesk, or office infrastructure roles.
• CompTIA A+, Network+, or similar certifications are valued but not required.

Skills

• Devices (desktops, laptops, printers, mobile)
• IT support and troubleshooting
• System Center Configuration Manager (SCCM)
• Microsoft Intune
• Ticketing software
• Windows OS and Active Directory
• Remote access tools
• Windows Azure (basic familiarity)