Desktop Support Engineer

Employment Type: ContractDesktop Support/Workstation Engineer 12 Months Contractonsite role at Durham, NC 27703Required SkillsROLE AND RESPONSIBILITIES:The End User Computing Technician is an on-site hands-on position responsible for equipment deployment and supporting the end user experience.In this role, you will have experience supporting MacOS, iOS, Windows operating systems. You will provide quality day-to-day hands on and remote end user support with a high degree of customer satisfaction and technical expertise. You will troubleshoot easy to complex end user hardware, software, mobile device, peripheral issues, audio-visual, teleconferencing, license management and access control cases.You will partner with HR, IT Ops, Facilities, and Legal departments to coordinate and track new hires as part of the onboarding process or monitor, receive, and check in all returning assets as part of the offboarding hardware lifecycle. You will also perform break-fixes, swaps, upgrades, refreshes, and repairs as part of the hardware lifecycle.You will provide support services to employees with technical problems and information technology issues involving desktop, laptop, audio visual, teleconferencing and network services from local personnel or from employees using network remote access. You will provide timely resolution of problems or escalation on behalf of the end user to the appropriate technical personnel. You will provide case status updates to management and end-users and maintain effective working relationships.This role is to be completed on-site in Durham, NC.Essential Duties and Functions:• Work as part of the IT support team to image, deploy, troubleshoot, organize, maintain, and categorize end user hardware in support of identified business needs• Resolve service requests in form of incident or requests tickets meeting or exceeding SLA• Respond to requests and problems including installing, monitoring, diagnosing, repairing, maintaining, and upgrading all hardware and software to ensure optimal mobile or workstation performance• Execute the onboarding and offboarding process including imaging, deployment, equipment returns and replacements• Collaborate in the hire process from account creation through machine deployment including shipment tracking and coordinating with HR• Maintain an accurate inventory of all unassigned, deployed, retired, and disposed hardware and peripherals• Track, organize, and backup assets as needed for Legal Hold• Manage end user equipment set-up, configuration and deployment leveraging Jamf and other MDM tools as defined.• Work on break-fixes, swaps, and accessories and equipment deployment• Partner with the Global Logistics team to deploy and track international shipments while following and maintaining best practices• Partner with the Global AV support team to support and maintain audio-visual equipment, and coordinate with third party vendors and teams for the resolution of escalated tickets in connection with the AV infrastructure operation.• Install, configure, test, maintain, monitor, and troubleshoot end-user and network hardware, peripheral devices, printing/scanning devices, software, and other products to deliver required desktop service levels• Participate in root cause analysis on recurring tickets and identify opportunities for automated remediation• Provide basic business level application support• Participate in special projects related to the IT function• Build or expand Confluence documentation to drive efficiency and standardize best practices• Perform other duties as assignedPERSONAL AND PROFESSIONAL QUALIFICATIONS:• 7+ years of experience in a desktop or executive support role in a structured corporate environment• 5+ years of experience in mobile device management, in a medium to large size organization• Exceptional communication and customer service, dealing with executive-level users• Ability to work independently with little supervision• Able to effectively interact with end users including managers and directors• Experience with ServiceNow ticketing system• Friendly team player that leads by example, believes in collaboration, and works hard to communicate with team members• E• Expertise with Windows 10/11, MacOS, iOS operating systems• Knowledge using remote access tools (VPN, VDI, LMI)• Solid understanding of Active Directory• Azure and Intune experience a plus• Knowledgeable in Okta, GSuite, Office, and Box• Troubleshoot and diagnose easy to complex hardware problems• Proactively seeks learning opportunities and is a self-starter• Innate ability to communicate a point of view or successfully simplify a process to educate end users• Manage multiple tasks, be detail oriented, responsive, and demonstrate independent thought and critical thinking.

Created: 2025-01-27