Desktop Support Engineer

ektello; New York (NY); On-site; USD 23,000 - 32,000; Full time

Job summary

ektello is seeking a Desktop Technician for an onsite assignment in Albuquerque, NM. You will provide 2nd level IT support, troubleshooting workstations and servers, and assist with laptop configurations.

The role emphasizes customer focus, fast issue resolution, and collaboration with Build Center and other teams. Expect 1-year duration with potential extension; pay is $20.50 per hour. You will work with a dynamic IT team to ensure reliable technology delivery and user satisfaction.

Qualifications

• Minimum 5 years of 2nd-level IT support in a corporate environment.
• Outstanding customer experience and customer-success mindset.
• Strong written and verbal communication skills.
• Ability to work in a fast-changing environment with urgency.

Responsibilities

• Provide incident and IMAC IT support to internal customers.
• Troubleshoot workstation/server hardware and software; assist with 2nd level desktop support and laptop deployments.
• Some AV support and hardware deployment responsibilities.
• Log and track tickets; keep customers updated on progress and status.
• Stage and configure machines for new hires; coordinate with Build Center for timely hardware delivery.
• Document knowledge base content and contribute to internal resources.
• Build strong relationships with stakeholders and external service providers.

Skills

Customer focus

Communication

Problem solving

Deadline oriented

Team player

Self-motivated

Tools

Service Now

SCCM

JamF

Nextthink

Zoom

MS Teams

Slack

Job description

Desktop Technician Location: Albuquerque, NM Onsite

Duration: 1 year possible extension, Conversion to direct TBD

Pay: $20.50 hr

Responsibilities

• Provide exceptional IT support (Incident and IMAC) to internal customers ensuring a high level of customer satisfaction

Workstation/Server troubleshooting support; indepth knowledge of computer and hardware devices

Responsibilities include 2nd level Desktop support, Laptop configurations/deployments, some AV support

• Ensures service levels for customers are met, identifies opportunities for improvements and implements these as agreed upon
• Stage and configure machines for new hires and deploy new hardware as needed
• Work with the Build Center team to provide timely delivery on all hardware deployments
• Complete workstation replacements for users that qualify for new workstation replacements
• Test, configure, install and manage repair of all IT related equipment (hardware and software)
• Knowledge base documentation contribution
• Accurately log and track ticket related workload in a timely fashion
• Customer engagement – Ensure frequent and timely updates to internal customers regarding status of any outstanding issues and work that is in progress
• Form effective relationships with Business, Brands, Corporate functions, Delivery, Apps Support, fellow team members and External Service Providers
• Above all, focus on support of people as opposed to the technology

Requirements

• Minimum 5 years of relevant experience in IT support at 2nd level within a Corporate IT support environment
• Exceptional Customer Experience skills and Customer Success obsessed
• Thorough understanding of service desk and customer support environment
• Deadline oriented with appropriate sense of urgency and ability to make quick and informed decisions
• Tolerance for ambiguity in a consistently changing environment
• High energy level and creative problem-solving abilities
• Excellent verbal, written and interpersonal communication skills with the ability to present complex ideas in clear, concise fashion to technical and non-technical internal customers
• Proven analytical, evaluative, and problem-solving abilities
• Self-motivated team player
• Expertise in MS Windows 10, OSX, iOS, MS O365, and MDM for mobile devices
• Remote desktop assistance tools (Nextthink), Automation & Scripting, Service Now, SCCM, JamF, Zoom, MS Teams, Slack