Apptad - Desktop Support Engineer

Apptad Inc; Denver (CO); On-site; USD 50,000 - 75,000; Full time

Job summary

A leading company in IT support is seeking a Desktop Support Engineer for their Denver office. This role involves troubleshooting hardware and software issues across various platforms and providing front-line support to users. The ideal candidate will be proactive in resolving technical problems and maintaining high customer service standards.

Qualifications

• Familiarity with collaboration tools and meeting room equipment preferred.
• Must have experience with Windows 10 and 11 migration.
• Proactive ownership of user issues required.

Responsibilities

• Provide 1st line technical support via phone and email.
• Log calls and ensure incidents are logged in the ticketing system.
• Troubleshooting problems with Windows OS and O365 applications.

Skills

Troubleshooting

Customer Service

User Profiles Management

Network Connectivity

Data Backups

Tools

Endpoint Manager

Intune

Azure AD

SNOW

Job description

Troubleshooting problems related to Desktop / Laptops, MAC, Windows operating systems and O365 / M365 applications.

Troubleshooting Unified communication tools such as Teams, Zoom video call related issues.

Should be familiar with collaboration tools, meeting room equipment and meeting room checks.

Must have exposure to Windows 10 and 11 migration, user profiles management, data backups.

Troubleshooting Windows Profile, printers, shared drives related issues.

Troubleshooting network connectivity issues.

Deploying standard image on desktops and laptops using Endpoint manager / Intune.

To provide 1st line technical support; answering support queries via phone and email.

To maintain a high degree of customer service for all support queries and adhere to all service management principles.

Familiarity with IT Infrastructure tools such as Azure AD, Endpoint manager / In tune, M365 etc would be preferred.

To take ownership of user problems and be pro-active when dealing with user issues.

To log all calls on the call logging system. Ensure incidents, tasks and problems on ticketing system (SNOW) are logged and addressed within defined SLAs.

Respond to inquiries from clients and help them resolve any hardware or software problems.

To escalate more complex calls to the relevant IT Support member.

To notify relevant staff to arrange for external technical support where problems cannot be resolved in house.

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Desktop Support Engineer • Denver, CO, United States