Desktop Support Engineer

Tech Zone LLC; Vega Alta (PR); On-site; USD 34,000 - 48,000; Full time

Job summary

Tech Zone LLC in Puerto Rico is seeking an End User Computing (Desktop Support) L1 on-site technician for Arecibo and Vega Alta. You will handle on-site desk-side support, IMAC tasks, and hardware/software troubleshooting for Windows desktops and laptops, including patching, imaging, and software distribution.

Ideal candidates have 2–4 years of on-site support experience, familiarity with SCCM, Intune, ServiceNow, AD, VPN, and MS Office, and the ability to respond quickly to incidents and VIP

Qualifications

• 2-4 years of experience in Onsite support.
• Experience on Windows OS; manage desktop devices and incidents to resolution.
• Experience with IMAC and desk-side support services.

Responsibilities

• Provide standard and approved hardware and software support on Desktop devices and lifecycle management.
• Manage patch updates, hardware replacements, and imaging using SCCM and related tools.
• Troubleshoot, diagnose, and resolve desktop issues, including VPN and remote access.

Skills

Onsite desktop support

Windows OS

SCCM

Intune

ServiceNow

Active Directory

MS Office & Outlook

VPN

Remote support tools

Lync

MAC device support

Printers & Scanners

Tools

ServiceNow

SCCM

Intune

Job description

*The technician must be available to work some days in Arecibo and other days in Vega Alta.

End User Computing (Desktop Support) L1-Onsite service

• 2-4 years of experience in Onsite support
• Knowledge and experience on windows OS Manage Desktop Devices (hardware, software and connectivity) incidents through to resolution.
• Manage IMAC and desk side support services.
• Manage hard and soft break fix services for laptops and desktops.
• Provide standard and approved hardware and software (operating systems and standard office applications) support and maintenance on Desktop (Field Users) Devices for their entire lifecycle (including the remote management of Desktop Devices using appropriate tools).
• Support, Manage, Optimize and Maintain the configuration and installation of the Desktop, to include, but not limited to, patch updates, hardware replacements, with spares provided by vendor.
• Experience with Service management tool - ex - Service now.
• Experience with SCCM (system center configuration manager) and Intune.
• Should have good expertise on EUC tools, remote support tools, MS office and outlook.
• Preferable to have a good understanding of Lync, VPN, and mobile device support.
• Analyze Service Desk calls for Desktop Devices and incident data to identify and advise Customer of any potential user training requirement and automation.
• Ensure that each Desktop Device is installed with the appropriate Desktop image.
• Monitor security profiles and anti-virus software on all Desktop Devices and take appropriate action in the event of non-compliance with security requirements.
• Provide VIP support for Desk side issues per contract and be point of contact at the site for all IT related issues if no other IT support team unavailable like for MIS calls.
• Good to have – knowledge in Active Directory and smart hands and feet support.
• Good to have – knowledge and experience of supporting MAC devices and tablets.
• Administration of Printers and Scanners.
• Troubleshoot and resolve issues related to Active Directory and SCCM (System Center Configuration Manager).
• Deploy, manage, and maintain software packages, updates, and patches using SCCM. Monitor software distribution and handle inventory and reporting.