Desktop Support Engineer

Key Responsibilities:

Regional End User Support

• Deliver in-person technical support across multiple office locations, assisting with desktops, laptops, mobile devices, printers, and user access.
• Troubleshoot performance issues such as slow-running laptops and login delays.
• Investigate system logs and usage statistics (e.g., device uptime, login duration) via Endpoint Central or other tools.

Endpoint & Software Management

• Use Manage Engine Endpoint Central or equivalent platforms to push software installations, updates, and configurations.
• Monitor endpoint health and resolve compliance or performance issues.
• Perform system diagnostics, software reinstalls, and device re-imaging.

Microsoft 365 Support

• Manage basic Microsoft 365 administration tasks including creating and managing distribution lists, running preliminary message traces, and supporting user access issues.
• Work with Exchange Online and Teams for end-user and mailbox-related troubleshooting.

Zoom & AV Room Support

• Provide support for Zoom Rooms and conference room technology across all regional offices.
• Troubleshoot AV components including cameras, microphones, displays, and Crestron equipment where applicable.
• Coordinate with facilities and AV vendors for equipment upgrades and repairs.

IT Asset Management & Site Support

• Track and manage IT inventory across regional offices.
• Perform hardware swaps, warranty replacements, and maintain local stock.
• Support basic infrastructure tasks including cable management, local networking, and printer maintenance.

Onboarding & Offboarding

• Set up IT equipment for new hires, including hardware configuration and account setup.
• Coordinate with HR and Facilities for new hire orientations and exit processes.
• Retrieve and decommission IT assets for departing employees.

Documentation & Process Improvement

• Maintain updated site documentation, IT procedures, and support runbooks.
• Contribute to standardization and automation of support workflows across sites.
• Identify and elevate recurring issues or systemic gaps in support processes.

Required Qualifications:

• Associate's or Bachelor's degree in IT, Computer Science, or equivalent experience.
• Minimum 3 years of hands-on IT support experience, preferably in a multi-site environment.
• Strong troubleshooting skills across hardware, OS (Windows/macOS), and Office 365.
• Experience with endpoint management tools such as Manage Engine Endpoint Central.
• Excellent communication and organizational skills.
• Willingness to travel regionally up to 50%.

Preferred

Skills:

• Experience with Zoom and Zoom Room support; familiarity with Crestron AV systems is a plus.
• Knowledge of ITSM tools (e.g., Service Now, Fresh service).
• Basic networking and infrastructure troubleshooting experience.
• Industry certifications such as CompTIA A+, Microsoft MD-100/101, or ITIL Foundation.