IT Desktop Support Engineer

Axiom Technologies; North Wales (Montgomery County); On-site; USD 55,000 - 75,000; Full time

Job summary

Axiom Technologies is seeking a Desktop Support Engineer to provide on-site first- and second-level IT support in Montgomery County. You will triage tickets, coordinate with technicians, and ensure end-user issues are resolved promptly while keeping clear communication with users.

Requirements include 3+ years of IT infrastructure field support, Windows 10/11 and Office 365 proficiency, and certifications such as A+ plus Cisco or Microsoft.

Qualifications

• 3+ years of IT infrastructure field support experience.
• Troubleshooting hardware, software, and operating system issues.
• Strong customer service and communication skills.
• A+ certification and at least one Cisco or Microsoft certification.
• Vendor certifications from OEMs (Dell, Toshiba, Lenovo, HP).
• Proficient in Windows 10/11 and Office 365.

Responsibilities

• Provide 1st/2nd level Help Desk support.
• Triage tickets and coordinate with technicians to resolve issues.
• Maintain timely updates in ServiceNow and other data repositories.
• Escalate issues as appropriate and act as a technical escalation for end users.
• Ensure compliance with corporate policies and procedures.
• Maintain productive relationships with IT and client staff.

Skills

Desktop support

Help desk

Tools

ServiceNow

Windows 10/11

Office 365

LAN basics

Job description

The Desktop Support Engineer (Full Time ) role is responsible for providing first and

second-level technical support while also managing the efficient assignment and dispatch of

service requests. This on-site role ensures end-user issues are resolved promptly—either

directly or by coordinating with other technicians—by triaging tickets, prioritizing tasks, and

maintaining strong communication between IT and users.

Key Responsibilities:

• 3+ years of strong experience providing IT Infrastructure field support, which includes troubleshooting hardware, software, and operating system issues and problems and fixing the issues without impacting/violating the hardware warranty or customer security compliance requirements.
• Constantly monitor the individual queue to resolve routine and non-routine desktop issues and requests
• Escalate issues as appropriate and act as a technical escalation for the end user
• Maintain a high level of customer satisfaction
• Comply with the desktop group practices and procedures
• Update ServiceNow and other data repositories (e.g. knowledge base) as appropriate in a timely manner.
• Identify technical and process issues and recommend improvements
• Achieve target ticket volumes and ticket resolution levels
• Responsible for compliance with applicable corporate policies and procedures
• Maintains productive relationships with peers and management in IT and the clients whose issues are being worked on
• Follows the processes, practices established for the group
• Coordination and consulting with client areas to help analysis problems and needs and recommend technical solutions
• Perform intermediate-to-advanced IMAC (installs, moves, add, changes) services: hardware roll-outs, refreshes, and other hardware deployment related activities on
• Perform intermediate-to-advanced deskside support services installing and troubleshooting hardware, software, and network related issues
• Provide 1st/2nd level Help Desk support
• Perform basic LAN and internetworking related activities
• Have strong internetworking and troubleshooting skills
• Have A+ certification & at least one certification from either Cisco or Microsoft
• May have other vendor certifications from OEMs (Dell, Toshiba, Lenovo, HP)
• Must be a self-starter and can manage multiple tasks
• Ability to work independently or as part of a team
• Ability to complete tasks effectively with minimal supervision
• Must be available to work flexible work schedules
• Self-starter, needs to be able to work on his/her own
• Proficient in Windows 10 & 11 and Office Suite/O365