Desktop Support

Sira Consulting, an Inc 5000 company; Houston (TX); On-site; USD 42,000 - 65,000; Full time

Job summary

Sira Consulting is seeking a Desktop Support Engineer in Houston to manage hardware and software support queries for employees. You will diagnose Windows and MacOS issues, assist with OneDrive setups and Office 365 migrations, and ensure secure, efficient operation of devices across the organization.

The role requires hands-on experience with BIOS updates, encryption problems, and OS updates, plus the ability to communicate clearly with users and escalate when needed.

Qualifications

• Experience diagnosing and resolving Windows and MacOS issues.
• Ability to configure OneDrive and Office 365 in a corporate environment.
• Familiarity with BIOS updates, encryption and data recovery basics.
• Strong customer service and clear communication during escalations.
• Ability to work with network connectivity, LAN/WAN troubleshooting.

Responsibilities

• Handle hardware and software support queries from the desk and escalations.
• Use diagnostic tools to troubleshoot network connectivity and workstation issues.
• Troubleshoot consumer replaceable hardware, drivers, and OS issues.
• Support OneDrive setup and migrations, cloud sharing.
• Assist with video conferencing equipment and conferencing setup.
• Take ownership of assigned tickets and involve experts as needed to resolve.

Skills

Desktop support

Windows troubleshooting

MacOS troubleshooting

Networking troubleshooting

Customer service

Tools

OneDrive

Office 365

Office 2016 for Mac

Encryption tools

Remote diagnostic tools

Job description

Dealing with hardware and application support queries and issues reported to the

support desk and escalated to the Desktop Support Engineers

Use diagnostic tools to troubleshoot problems associated with network

Connectivity, and workstation hardware/software

Troubleshoot consumer replaceable hardware, BIOS, Driver, OS, FedEx Software

OneDrive Setup and migrations w/ OneNote Cloud Sharing

Attempt Data Recovery on failed systems

Troubleshoot Encryption issues

Troubleshoot Password issues

Windows / MacOS troubleshooting, applying OS updates, encryption, and Office for Mac 2016 for employees using iPlanet and O365

Windows / Mac LAN / WAN connectivity troubleshooting

Ready and assist with video conferencing equipment

Networking – Troubleshoot, cross-connects, monitor port utilization, Wireless AP swap-out, Switch Install/Swap-out

Take ownership and responsibility of queries, issues and problems assigned to

the Desktop Support Engineers

Escalate issues and involve experts wherever required in order to resolve issues

as quickly as possible.

Ability to maintain composure with challenging customers

Cell support – tech setup/troubleshooting of cell phones (non mgmt. included)

Setup and troubleshoot Apple Devices (iPhone, iPad, MacBook, iMac, MacMini)