Engineer, IT Support

Job Description

EUC/Desktop Engineer

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 Service Now (SNOW) for accurate inventory control.
• Provide timely resolutions for hardware and software issues, ensuring user satisfaction.
• Properly escape 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.

• Experience level: 6–8 years of technical experience in Windows and Mac.
• Proficient in managing and troubleshooting Windows and Mac hardware and software; skilled.
• Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role.
• Good understanding of computer systems, mobile devices and other tech products.
• Excellent problem‑solving and communication skills.
• Ability to provide step‑by‑step technical help, both written and verbal.
• Familiarity with ITSM tools like Service Now for ticket management.

• Excellent customer service skills and the ability to communicate effectively with non‑technical users.
• Self‑starter with the ability to work independently and efficiently.
• Physical ability to manage IT equipment installations and movements.
• Adaptable and flexible to meet varying work schedules and environments.

$60,000‑$65,000 a year

• Discretionary Annual Incentive.
• Comprehensive Medical Coverage:
  Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans.
• Family Support:
  Maternal & Parental Leaves.
• Insurance Options:
  Auto & Home Insurance, Identity Theft Protection.
• Convenience & Professional Growth:
  Commuter Benefits & Certification & Training Reimbursement.
• Time Off:
  Vacation, Time Off, Sick Leave & Holidays.
• Legal & Financial Assistance:
  Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.

Bachelor of Computer Science

Mid‑Senior level

Full‑time

Engineering and Information Technology

IT Services and IT Consulting