Desktop Support Engineer

Axiom Technologies; California (MO); On-site; USD 42,000 - 64,000; Full time

Job summary

Axiom Technologies is seeking a capable Desktop Support Engineer to coordinate end-user support across the organization's desktop computing environment. The role emphasizes on-site and on-call assistance, ensuring timely and accurate service delivery to end users.

You will manage incidents, perform hardware/software maintenance, image deployments, asset audits, and VIP support per contract. Crucial to the team is proactive problem solving and effective communication with users and vendors.

Responsibilities

• Manage desktop device incidents (hardware and software) through to resolution.
• Manage IMAC and desk-side support services, including break-fix for laptops and desktops.
• Provide standard hardware and software support and maintenance on Desktop devices across their lifecycle, including remote management.
• Support, manage, optimise and maintain desktop configuration and installation, with patch updates and hardware replacements using vendor spares.
• Ensure each Desktop Device is installed with the appropriate Desktop image.
• Provide VIP Deskside support per contract and be the site IT contact if no other IT support is available.
• Antivirus management on all workstation devices.
• Perform workstation software installation, configuration and physical printer installation.
• Deploy Windows Images and apps via SCCM, Patch Management and Compliance.
• Liaise with 3rd party vendors to coordinate component or unit replacements.
• Support the Virtual Desktop Interfaces at endpoints.
• Assist New Starter Onboarding and Induction.
• Provide Smart Hands support for Network devices (switches, routers, storage, servers, UPS).
• Provide technical diagnosis and incident resolution for all endpoint devices in the Configuration Item.
• Conduct endpoint health checks and report to client for OEM support under warranties.
• Perform monthly physical asset audits and report asset data on site.
• Regularly check user assets and comms room assets; keep Asset Management tool up to date.
• Communicate with End Users during service disruptions and provide updates via client channels.
• Participate in client vulnerability management forums with EUC, Server and Network teams to align remediation priorities.
• On-call availability for critical outages and VIP or Smart Hand support.
• Ensure Smart Hand support adheres to Service Levels.

Job description

We are looking for a capable and motivated Desktop Support Engineer to coordinate support activities ranging from basic troubleshooting to complex systems support. This role involves onsite/on-call assistance to end-users within the organization’s desktop computing environment, ensuring timely and accurate service delivery.

Key Responsibilities

• Manage desktop device incidents (hardware and software) through to resolution.
• Manage IMAC and desk-side support services, including hard and soft break-fix services for laptops and desktops.
• Provide standard and approved hardware and software (operating systems and standard office applications) support and maintenance on Desktop (Field Users) Devices for their entire lifecycle (including the remote management of Desktop Devices using appropriate tools).
• Support, manage, optimise and maintain the configuration and installation of the Desktop, including, but not limited to, patch updates, and hardware replacements, with spares provided by the vendor.
• Ensure that each Desktop Device is installed with the appropriate Desktop image.
• Provide VIP support for Deskside issues per contract and be the point of contact at the site for all IT-related issues if no other IT support team is available, like for MI calls.
• Antivirus Management on all workstation devices
• Workstation related Software Installation & Configuration and Physical Printer Installation
• Deployment support for the Windows Images and the applications deployed using SCCM, Patch Management and Compliance
• Liaise with 3rd party vendors to coordinate component or unit replacement
• Support the Virtual Desktop Interfaces at the endpoint levels
• New Starter Onboarding and Induction
• Smart Hands support for Network devices (e.g. Network Switches, routers, Tape Library, Servers and UPS).
• Provide technical diagnosis and incident/service request resolution of all endpoint devices set out in the Configuration Item.
• Perform endpoint routine health checks and share the report with Axiom's Client to seek OEM support using the Client's third-party vendor warranty and/or support and maintenance agreements.
• Perform Physical Asset Audit whenever required and responsible for reporting asset reports on site on a monthly basis.
• Proactively do a check on user assets and comms room assets, and ensure the Asset Management tool is up to date.
• Communicate effectively with End Users throughout the service disruption/request and provide regular updates through standard Client Channels.
• Participation in Axiom's clients' monthly vulnerability management forum with representation from both EUC, Server and Network teams to ensure alignment and priority of vulnerability remediation activities.
• Field support engineers should be available for on-call support for Critical outages / VIP support, / Smart hand support.
• Smart hand Support is expected as per Service Levels.