Desktop Support Engineer

Feuji Inc; New York (NY); On-site; USD 60,000 - 80,000; Full time

Job summary

A technology solutions provider in New York is seeking a technical support specialist to troubleshoot and resolve complex Mac/PC issues. The ideal candidate will provide White Glove support to executive staff and ensure hardware/software standards are upheld. Strong experience in diagnosing issues, a focus on security, and familiarity with tools like JAMF and BigFix is required.

Qualifications

• Experience troubleshooting and diagnosing hardware and software issues.
• Solid understanding of security measures for devices.
• Ability to work independently regarding escalated tickets.

Responsibilities

• Diagnose and resolve complex Mac/PC issues.
• Support users with hardware/software concerns.
• Write and maintain systems documentation.

Skills

Troubleshooting Mac/PC issues

Security focus

Technical support

Root cause analysis

White Glove support

Tools

G-Suite

JAMF

BigFix

Cisco WebEx

Heat Ticketing System (Ivanti)

Job description

Responsibilities

• Troubleshoot, diagnose, and resolve complex Mac/PC hardware and software issues with a primary focus on security of these devices.
• Responsible for enterprise Mac/PC client hardware/software standards and strategy.
• Support client OS, application, mobile, virus, and hardware issues for users.
• Lead and assist with root cause analysis as it relates to Mac/PC computers and all peripheral devices as well as open tickets for end users.
• Interact with IT vendors and management to ensure solutions are being provided for all escalating tickets.
• Independently resolve complex, break/fix issues in person or via telephone.
• Be available as needed and provide White Glove technical support to onsite and remote C-Level Executives as well as setting up AV Conference Room Calls.
• Write, maintain, and implement systems documentation for project/incident responses and recurring issues.
• Work on projects the CS Team will be driving including Laptop Refresh, Asset Cleanup, OS Laptop Upgrade, End User Desk Location Moves.
• Platforms/Hardware: G-Suite, JAMF, BigFix, Cisco WebEx, Jabber, Apple mobile devices, Mac hardware, Dell Hardware, Android, Active Directory, Heat Ticketing System (Ivanti).