Senior Desktop Support Engineer — White-Glove IT Support

Eleven Recruiting; Dallas (TX); Presencial; USD 55.000 - 65.000; Jornada completa

Descripción de la vacante

Eleven Recruiting is assisting a Dallas-based investment firm in hiring a Desktop Support Technician. The role is hands-on, providing remote and on-site support from the Dallas office with focus on analysis, troubleshooting, and accurate problem solving of technical incidents.

The ideal candidate will perform remote and on-site troubleshooting, deploy hardware/software, and deliver white-glove service while maintaining knowledge bases and incident documentation.

Formación

• Proven experience as a Senior Desktop Engineer troubleshooting complex technical problems.
• Excellent customer service and interpersonal skills.
• Strong problem-solving and listening abilities.
• Able to communicate clearly with end users to set expectations.
• Experience with Windows 10, Active Directory, DNS, DHCP.
• Experience with VDI, imaging, deployments and peripherals.

Responsabilidades

• Analyze, troubleshoot, and resolve technical incidents via service management system, email, Teams, phone, and walk-up.
• Perform remote and on-site troubleshooting using efficient methodologies.
• Test and deploy hardware/software for new deployments and break-fix issues.
• Provide white-glove customer service through service management channels.
• Proactively reach out to users about technology needs and future issues.
• Update knowledge base with troubleshooting docs and user guides.
• Document issues with thorough details in the ticketing system.
• Identify issues, propose solutions, and test new tech/process changes.
• Manage end-user technology projects like migrations and deployments.

Conocimientos

Customer service

Troubleshooting

Communication

Remote support

End-user support

Windows troubleshooting

Active Directory / DNS / DHCP

Educación

BSc/BA in IT, Computer Science, or relevant field

Herramientas

ServiceNow

Remedy

Jira

Descripción del empleo

Eleven Recruiting is assisting a Dallas-based investment firm in hiring a Desktop Support Technician. The role is hands-on, providing remote and on-site support from the Dallas office with focus on analysis, troubleshooting, and accurate problem solving of technical incidents.

The ideal candidate will perform remote and on-site troubleshooting, deploy hardware/software, and deliver white-glove service while maintaining knowledge bases and incident documentation.