Desktop Support Engineer II
- Incident & Service Request Management: Work all assigned incidents and service requests within the service desk system in accordance with defined service level agreements (SLAs).
- End-User Support & Troubleshooting: Provide advanced troubleshooting and resolution for hardware, software, telephony, and peripheral issues to support employee productivity.
- Desktop Automation & Efficiency: Leverage enterprise desktop automation tools and recommend opportunities to automate and streamline support processes.
- Hardware & Software Standardization: Analyze, recommend, and support standardized hardware and software solutions across the organization.
- Process Documentation & Improvement: Document, maintain, and improve procedures related to IT standards, policies, and desktop support best practices.
- Asset Management: Maintain accurate inventory of hardware, software, and licensing assets to ensure compliance and operational readiness.
- Onboarding & Offboarding Support: Manage asset provisioning, initial technical setup, user orientation, and asset retrieval for employee onboarding and offboarding.
- Physical Security & Facilities Support: Manage physical security systems and oversee daily facility operations, including maintenance, repairs, and in-suite facility requests.
- Facilities Point of Contact: Serve as a primary point of contact for facility-related IT inquiries from employees and management.
- Special Projects & Collaboration: Participate in IT-related projects and perform additional duties as assigned to support departmental and organizational goals.
- Associate degree in computer science or a related field, or an equivalent combination of education, training, or experience.
- Minimum of 4 years of experience working in Information Technology.
- Minimum of 2 years of experience in a desktop or end-user support role.
- Hands-on experience supporting Microsoft enterprise environments, including Active Directory, Entra ID, Intune, Group Policy, and/or core networking concepts (DNS/DHCP).
- Experience supporting end-user devices and peripherals, including laptops, desktops, printers, scanners, and conference room A/V equipment.
- Familiarity with endpoint management, remote installation, and desktop automation tools in an enterprise environment.
- Working knowledge of IT service management tools such as ServiceNow.
- Exposure to networking and telephony technologies, including Cisco Meraki infrastructure and VoIP systems.
- Strong analytical and troubleshooting skills with the ability to resolve technical issues efficiently.
- Excellent written and verbal communication skills with a strong customer service focus.
- Ability to work effectively in a collaborative, team-oriented environment; prior team lead or mentoring experience is a plus.
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