Desktop Support Engineer

Job Title: Desktop Support Engineer

Location: Juno Beach, Florida

Duration: 12+ months

Interview Process: Video

JD:

• Perform hands-on fixes at the desktop level, including installing and upgrading of hardware and software

• Acts as a liaison between Tier 3 support teams and the end-users

• Interacts regularly with managers, clients, and vendors to answer question and complete project initiatives

• Engages with Infrastructure Operations Center and Network Engineering to assist in problem resolution of network issues

• High degree of skill with Windows OS and Apple Mac computers in an Active Directory environment

• Highly proficient with MacOS and IOS supporting MacBooks, iPhones and iPads.

• Experience configuring and deploying Microsoft Windows based laptops and desktop PC’s

• Support AV systems and collaboration applications such as WebEx, Teams, Zoom

• Experience with ServiceNow and Asset Management

• Knowledge of network fundamentals and IT security best practices

Inputs:

• Service requests via ticketing system, phone, email, and walk-up support

• Incident reports from end users regarding technical issues

• Access requests and system provisioning needs

• Password resets and authentication issues

Outputs:

• Timely resolution of technical issues with documented solutions

• User account creation, modification, and deactivation

• Incident documentation and knowledge base contributions

• Status updates and communication to stakeholders

• Escalation of complex issues to appropriate technical teams

Technical Capabilities:

• Diagnose and resolve Windows/Mac operating system issues

• Support Microsoft 365 suite and business-specific applications

• Configure and troubleshoot network connectivity (VPN, wireless, wired)

• Perform hardware setup, imaging, and deployment

• Manage printer and peripheral device configurations

Service Management:

• Track and manage incidents through ITSM platform (ServiceNow)

• Maintain SLA compliance for response and resolution times

• Document solutions and update knowledge repositories

• Coordinate with vendors for warranty and repair services

Business-Specific Support:

• Understand Gas Infrastructure operational technology requirements

• Support NEER-specific applications and workflows

• Provide onboarding technical assistance for new hires

• Enable remote work capabilities and troubleshooting