Hybrid Enterprise IT Support Engineer

Franklin Fitch; Denver (CO); Hybrid; USD 81,000 - 99,000; Full time

Benefits offered by this job

Hybrid work model

Bonus

Professional development

Competitive salary

Job summary

Franklin Fitch is seeking a Support Services Engineer in Denver to join the Infrastructure & Operations team. You will be the first point of contact for technical support, owning tickets from diagnosis to resolution while supporting Windows, macOS, iOS, M365, AD, Intune and SCCM in an enterprise setting.

Ideal candidates have 3+ years in desktop/service desk roles, strong customer service, and comfort supporting senior stakeholders in a fast-paced environment.

Qualifications

• 3+ years in desktop support or service desk.
• Strong experience with Windows, macOS, Microsoft 365 and mobile devices.
• Hands-on with Intune and SCCM in an enterprise environment.
• Experience using IT ticketing systems (ServiceNow or similar).
• Excellent troubleshooting, communication and customer service skills.
• Comfortable supporting senior stakeholders in a fast-paced environment.
• Ability to work independently and manage competing priorities.

Responsibilities

• Act as the first point of contact for technical support via phone, in-person, and remote support tools.
• Manage and resolve helpdesk tickets, taking ownership from initial diagnosis through to resolution.
• Support and troubleshoot Windows 11, macOS, iOS, Microsoft 365, Active Directory, Intune, and SCCM environments.
• Configure, deploy, and maintain laptops, mobile devices, and other end-user hardware.
• Provide support for collaboration tools, video conferencing systems, and meeting room technology.
• Assist users with business-critical applications and cloud-based productivity platforms.
• Configure and support printers, scanners, and other peripheral devices.
• Maintain accurate ticket documentation and deliver excellent customer service to users at all levels of the business.
• Participate in disaster recovery activities and an on-call support rota.

Skills

Windows support

macOS support

Microsoft 365

Intune

SCCM

Customer service

On-call support

Ticketing systems

Active Directory

Tools

ServiceNow

Job description

Franklin Fitch is seeking a Support Services Engineer in Denver to join the Infrastructure & Operations team. You will be the first point of contact for technical support, owning tickets from diagnosis to resolution while supporting Windows, macOS, iOS, M365, AD, Intune and SCCM in an enterprise setting.

Ideal candidates have 3+ years in desktop/service desk roles, strong customer service, and comfort supporting senior stakeholders in a fast-paced environment.