Senior Desktop Support Engineer – Windows & Mac

AceStack; Chicago (IL); On-site; USD 70,000 - 90,000; Full time

Job summary

AceStack is seeking an experienced Technical Support Engineer to diagnose and resolve issues across Windows and Mac environments. The role involves hands-on hardware support, VPN/Wi-Fi troubleshooting, and leveraging ServiceNow for ticketing.

Ideal candidates have 6–8 years in IT support, excellent problem-solving skills, and the ability to communicate clearly with non-technical users. Join a customer-focused team delivering reliable IT services.

Qualifications

• 6–8 years of technical experience with Windows and Mac.
• Proficient in managing and troubleshooting Windows and Mac hardware and software.
• Experience as Technical Support Engineer or similar IT help desk role.
• Strong understanding of computer systems and mobile devices.
• Excellent problem-solving and communication skills.
• Familiarity with ServiceNow for ticket management.
• Ability to provide clear step-by-step technical help, written and verbal.
• Customer-focused with ability to communicate with non-technical users.
• Self-starter who can work independently.
• Able to install and move IT equipment; adaptable to varying schedules.

Responsibilities

• Diagnose and troubleshoot technical issues, including account setup, network configuration, software and hardware issues
• Deliver hands-on support for a range of hardware including PCs, laptops, and peripherals in a mixed Windows and Mac environment.
• Perform network troubleshooting, particularly on VPN connections and wireless configurations, integrating with Zscaler.
• Asset management and tracking using ServiceNow (SNOW) for accurate inventory control.
• Provide timely resolutions for hardware and software issues, ensuring user satisfaction.
• Properly escalated unresolved issues to appropriate internal teams (e.g. software developers)
• Provide prompt and accurate feedback to customers
• Refer to internal knowledge bases or external resources to provide accurate tech solutions
• Ensure all issues are properly logged
• Prioritize and manage several open issues at one time
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting
• Prepare accurate and timely reports
• Document technical knowledge in the form of KB Articles
• Maintain good relationships with clients

Skills

Windows

Mac

Technical support

Customer service

Problem solving

Communication

Independent work

Tools

ServiceNow

Job description

AceStack is seeking an experienced Technical Support Engineer to diagnose and resolve issues across Windows and Mac environments. The role involves hands-on hardware support, VPN/Wi-Fi troubleshooting, and leveraging ServiceNow for ticketing.

Ideal candidates have 6–8 years in IT support, excellent problem-solving skills, and the ability to communicate clearly with non-technical users. Join a customer-focused team delivering reliable IT services.