Desktop Support Engineer

The Desktop Support Engineer serves as a point of contact for end users and acts as a customer-facing onsite representative of the AHEAD IT Operations team.  A typical day will include responding to and troubleshooting user support incidents for endpoint hardware and software, fulfilling standard IT-related requests, and escalating issues to Tier 3 staff. Responsibilities also include provisioning and deployment of laptops and desktop applications, supporting applications, and maintaining office technology hardware. 

Our ideal candidate must be a collaborative team player that is comfortable supporting a remote workforce at all levels of the organization. Applicants should possess exceptional analytical, communication and follow-up skills along with a drive to learn and emphasis on customer support. 

• Serve as a point of contact for users seeking technical assistance, both in-person as well as remotely 

• Process and respond to incoming tickets to ensure courteous, timely, and effective resolution of incidents and requests 

• Troubleshoot and determine best solutions, providing accurate, thorough, and clear communication to users 

• Escalate unresolved issues to the appropriate level of the IT Operations team 

• Properly record incident actions and follow-up details into the IT ticketing system 

• Provide troubleshooting and technical support for Windows and macOS laptops 

• Provide troubleshooting and technical support for Microsoft 365 desktop and web applications 

• Provide troubleshooting and technical support for cloud applications and productivity tools 

• Provide on-site support for office technology, such as copiers, printers, wireless, Audio/Video Conferencing, phones, etc. 

• Assist with on-site troubleshooting and maintenance of office technology and infrastructure projects under the direction of the IT Operations team 

• Assist with the creation of user accounts and setting up new users 

• Assist with password resets, multi-factor authentication, and user account management 

• Create and maintain user-facing knowledge management documentation on procedures, solutions, and how-to guides 

• 3 - 5+  years in a desktop support role 

• Proficient technical support skills with Microsoft 365, laptop hardware (Windows 10, macOS) iOS and Android devices 

• Experience with ServiceNow or JIRA.

• Prior exposure to remote support tools such as Bomgar 

• Experience with Mobile Device Management tools, such as Intune and JAMF

• Capable of supporting  teleconferencing systems and communications tools such as Webex or Microsoft Teams 

• Ability to troubleshoot and support infrastructure such as wireless, multi-function copiers, AV, and networking (TCP/IP, DNS, etc.)  

• Technical troubleshooting and problem-solving capabilities 

• Organized and able to shift tasks as priorities evolve 

• Team-oriented collaborator willing to share knowledge and experience 

• Solid communicator with the ability to provide professional documentation 

• Must be able to be onsite in office 5 days per week