Desktop Support Engineer

ICONMA; Columbus (OH); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Health Benefits

Referral Program

Growth Opportunities

Job summary

ICONMA seeks a Desktop Support Engineer – End-User Computing & ITSM for our Columbus, OH location. This hands-on role provides onsite and remote support, troubleshoots desktops, laptops, and peripherals, and ensures SLA compliance.

You will manage incidents in ServiceNow, administer Microsoft 365 and Active Directory, assist with onboarding, document procedures, and mentor junior staff while coordinating with global IT teams and vendors.

Qualifications

• Candidate must have 13+ years of IT experience.
• Strong desktop support and end-user computing knowledge.
• Experience with Microsoft 365 and Active Directory.
• Proficient in ServiceNow incident management.

Responsibilities

• Provide onsite and remote end-user computing support.
• Troubleshoot desktop, laptop, hardware, software, OS, and peripherals.
• Diagnose and resolve VPN, DNS, DHCP, and TCP/IP issues.
• Manage incidents and service requests via ITSM tools such as ServiceNow.
• Perform system imaging, software deployments, patches, and maintenance.
• Assist with onboarding/offboarding and device provisioning.
• Maintain AD accounts, permissions, and security policies.
• Create documentation and knowledge base articles.
• Collaborate with global IT teams and vendors.
• Mentor junior staff and provide guidance.

Skills

Desktop Support

Microsoft 365

Active Directory

ServiceNow

Incident Management

13 years experience

Job description

Our Client, an IT Services and Consultant company, is looking for a Desktop Support Engineer – End-User Computing & ITSM for their Columbus, OH location.

Responsibilities

• Provide onsite and remote support for end-user computing services.
• Troubleshoot and resolve desktop, laptop, hardware, software, operating system, and peripheral issues.
• Diagnose and resolve network connectivity issues, including VPN, DNS, DHCP, and TCP/IP-related problems.
• Handle complex and escalated incidents while ensuring SLA compliance.
• Manage incidents and service requests using ITSM tools such as ServiceNow.
• Install, configure, upgrade, repair, and maintain desktops, laptops, and workstation equipment.
• Perform system imaging, software deployments, patching, and routine maintenance activities.
• Support employee onboarding and offboarding, including device provisioning and asset management.
• Manage user accounts, permissions, and Active Directory administration tasks.
• Ensure compliance with IT security, data protection, and access control policies.
• Coordinate with global IT teams and third-party vendors for issue resolution.
• Create and maintain technical documentation, knowledge base articles, and asset records.
• Participate in desktop, infrastructure, and workplace technology projects.
• Provide excellent customer service and technical support to business users.
• Mentor junior support staff and provide guidance on complex technical issues.

Requirements

• Desktop Support
• Microsoft 365 / Active Directory
• ServiceNow / Incident Management
• Years of Experience: 13.00 Years of Experience

Why Should You Apply?

• Health Benefits
• Referral Program
• Excellent growth and advancement opportunities