Desktop Support Engineer

Comark; United States; Remote; USD 50,000 - 80,000; Full time

Job summary

A leading MSP Mentor Top 100 company is seeking a Desktop Support Engineer for their On-Site Depot Support Services group. This full-time role involves setting up laptops, providing technical support, and handling system issues in a fast-paced environment. The ideal candidate is an organized professional with a minimum of 3 years of IT support experience, proficient in Microsoft technologies, and able to multitask effectively. The position is based in Westfield, MA, and requires local applicants or those planning to relocate.

Qualifications

• Minimum 3 years of IT support experience.
• Intermediate skills with Microsoft technologies.
• Experience with malware remediation and security products.

Responsibilities

• Setting up and configuring laptops as part of Depot Services Team.
• Providing technical support for desktops using Windows or Mac.
• Troubleshooting and managing escalations from help desk.

Skills

IT support experience

Microsoft technologies

Network troubleshooting

Communication skills

Multitasking

Job description

We are an MSP Mentor Top 100 company seeking an experienced Desktop Support Engineer for our On-Site Depot Support Services group. This is not a remote position. The ideal candidate is a well-organized, disciplined, self-motivated IT generalist who enjoys working with people, servers, and applications.

Job Description

The Desktop Support Engineer's responsibilities include:

• Setting up and configuring laptops according to SOP as part of our Depot Services Team
• Managing inventory and lifecycle of client-owned equipment
• Setting up, configuring, packaging, and shipping devices for users/clients
• Reclaiming devices and updating inventory records
• Providing technical support for desktops using Microsoft Windows or MacOS
• Supporting systems with Microsoft products, third-party software, and cloud applications
• Handling high-level system and network issues, including performance and outages
• Supporting network infrastructure: WAN, LAN, firewalls, and security
• Implementing and supporting remote access solutions like VPNs and Remote Desktop Services
• Providing ongoing maintenance and end-user support
• Managing multiple issues simultaneously with successful outcomes
• Tracking issue status and time in the ticketing system
• Updating technical documentation as needed
• Troubleshooting and managing escalations from help desk, project team, and managed services
• Communicating regularly with clients about incidents, changes, or outages
• Taking live support calls for immediate triage

Skills & Experience

• Minimum 3 years of IT support experience
• Intermediate skills with Microsoft technologies: AD, Group Policies, Office 365, Exchange, Hyper-V
• Solid network troubleshooting skills: TCP/IP, LAN/WAN issues
• Experience with packaging, shipping, and logistics
• Troubleshooting DHCP & DNS issues
• Knowledge of firewalls, routers, managed switches, wireless controllers, WAPs
• Familiarity with Cisco, SonicWALL, Sophos, Meraki appliances
• Understanding of on-premises and cloud disaster recovery systems
• Experience with malware remediation and security products like Sophos, ESET, Malwarebytes
• Proficiency with Windows 10+ and Windows Server 2008-2019
• Strong communication skills, both oral and written
• Ability to multitask effectively
• Experience with ConnectWise and DattoRMM is a plus
• Mac/iOS experience is desirable but not required

This is a full-time, permanent position based in Westfield, MA. Travel to the local office is required. Only applicants in the Western Mass area or planning to relocate should apply. The role involves working with customers under U.S. export control rules, which may include access to controlled technology or source code. Applicants must provide citizenship and immigration status information for compliance purposes.

We are an Equal Opportunity Employer, participating in E-Verify, and committed to diversity and inclusion.