Desktop Engineer

Zodiac Solutions, Inc; Lexington (MA); On-site; USD 60,000 - 75,000; Full time

Job summary

Zodiac Solutions, Inc. seeks an on-site Deskside/OSS/FSO IT support specialist in Lexington, MA. You will provide hands-on support for desktops, laptops, tablets, smartphones, AV equipment, and peripherals, ensuring timely resolution and customer satisfaction.

Responsibilities include imaging work, asset management, on-site coverage, and travel to remote locations. Strong English communication and ITSM familiarity required; willingness for on-call weekends/holidays; BAU or project work

Qualifications

• Strong Windows desktop & laptop troubleshooting skills, including imaging and software deployment.
• Proficient in Office 365 apps, Teams, and cloud-based services (Google alternatives).
• Experience with ServiceNow ticketing and ITSM processes.
• Azure, Intune, and Active Directory user/group management experience.
• Good English communication; able to document clearly and concisely.

Responsibilities

• Provide Deskside / OSS / FSO technical support to desktops, laptops, tablets, phones, AV, and peripherals.
• Diagnose and resolve hardware/software issues; perform OS imaging/reimaging and supporting systems administration.
• Handle 2nd line IT support requests, ensuring SLAs and customer satisfaction.
• Maintain asset inventory; perform on-site maintenance and movement of equipment.

Skills

Windows 11

Office 365

Teams

Google

ServiceNow

Azure

Intune

AD - Users & Groups

Policies & management concepts

English communication

LAN basics

Video conferencing

Job description

• You will be required to provide Deskside / OSS / FSO technical support to Desktop PCs, Laptops, Tablets, Smart Phones, Desk telephony, AV equipment, Comms room devices/activities, desk cabling, Software installation and troubleshooting and any other related technology.
• Providing a high level of customer satisfaction and extremely strong communicator in both verbal and written communicate in the local language.
• Support includes specification, installation, and testing of computer systems and peripherals within established standards and guidelines. Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems.
• Work self-sufficiently to perform fault diagnostics, delivery user requirements, while maintaining standards and SLAs.
• Accurately testing, identifying, preparing, repairing, resolving, and documenting end user technical issues relating to Desktop support. Devices include, but not limited to Desktop PC, Micro PC, Thin Client, Laptop, Tablet, Smartphone, Desk equipment, Cabling, Comms patching, Printers, MFDs, and basic network connectivity.
• Hands on role, expected to provide 2nd line IT support to the business community ensuring that all requirements are met within agreed service level agreement
• Customer ticketing is worked upon to ensure the timely delivery of service, along with regular, professions, users facing updates
• To provide infrastructure administration functions
• Providing on-site cover as part of a shift arrangement
• Support inline with contracted business working hours
• Provide site support in remote offices when required
• Troubleshooting and resolving software issues; OS Imaging/reimaging and associated systems administration activities
• Taking ownership of issues through to resolution on all appropriate requests
• Categorize and prioritize end user support requests and service requests by utilizing a Customer ticketing system to track tickets and provide up-to-date status and information
• Ensuring regular customer interaction to adhere with update SLA’s and high levels of customer service
• Providing daily ticket updates to ensure users are fully updated on updates
• Move equipment associated with service requests, inline with health and safety guidelines
• Performing asset inventory activities as needed
• End user training and guidance on the use of hardware and software
• Recommends and / or performs upgrades to end user devices
• This position requires the ability to work in a BAU and / or project-based environment requiring flexibility and teamwork
• Performs other duties as assigned
• Ability to travel to remote locations
• Have own vehicle to drive to different locations and support end Users / Mileage will be reimbursed.
• Will be available on call support during weekends/ holidays as per request.

Skills Required:

• Strong technical skills in Microsoft Windows 11 (including legacy versions), Office 365, Teams, Google, Service Now and other well-known applications
• Administration experience of Azure, Intune, MS Active Directory users & groups, policies and management concepts
• Effective communication in English and/or local language
• Basic known workings of LAN technologies and hardware
• Ability to support technically video conferencing equipment