Desktop Support Engineer

SISL Global; New York (NY); On-site; USD 45,000 - 60,000; Full time

Job summary

A technology services company in New York, NY, is hiring a Desktop Support Engineer. The role involves providing physical assistance at the end user’s desk, resolving IT-related issues, and coordinating with OEM for hardware needs. Ideal candidates should have strong troubleshooting skills and the ability to communicate effectively with non-technical users.

Qualifications

• Entry-level position in IT support.
• Ability to explain technical solutions to non-technical users.
• Familiarity with hardware and software provisioning processes.

Responsibilities

• Provide onsite desktop support and resolve IT issues.
• Coordinate with OEM for hardware/software requirements.
• Perform advanced troubleshooting for endpoint devices.

Skills

Incident management

Hardware troubleshooting

Software provisioning

Customer service skills

Technical solutions explanation

Tools

Microsoft Intune

JAMF

Job description

Overview

Desk Side Support encompasses physical assistance required at the end user’s desk to resolve IT-related issues, with duties spanning incident management, hardware/software provisioning, and user-focused technical solutions.

• Break Fix: IT Onsite Desktop diagnosis and repair of hardware/software by replacing faulty components or configuring replacement equipment
• OEM Vendor coordination for faulty or new hardware requirements
• IMAC (Install, Move, Add, Change): configuration and installation of equipment for new users, moving equipment within a site, upgrading hardware, and de-installation of software/applications
• Incident Management for Endpoint Devices (Laptop/Desktop/Mobile) including hardware issues for monitors and printers (best effort basis with OEM coordination)
• Hands and Feet support for Video Conferencing equipment and rooms; coordinate with resolver teams/OEMs for additional support
• Coordinate with OEM on hardware/software issues
• Perform advanced troubleshooting for endpoints (laptops, desktops, kiosks, mobiles/tablets)
• Deployment and configuration of new hire equipment (manual and/or automated tools)
• Deploying and troubleshooting Windows-based and Mac-based workstations using Autopilots, Microsoft Intune, JAMF, and other system management tools
• Hardware and software provisioning (check-in and check-out)
• Coordinate with other IT groups to meet SLAs and deliver good customer service
• Explain technical solutions to non-technical users in simple terms
• Occasional movement of IT gear within a site (less than 4 hours of effort per location per month, e.g., moving a PC between floors)
• Uplift and reimage of leaver equipment and update of asset management system/CMDB
• Update of asset management system/CMDB according to Joiner/Mover/Leaver process

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Information Technology

Industries

• IT Services and IT Consulting

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