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End User Support Engineer (Desktop Support Engineer)
ICONMA, LLC
- 🇺🇸 United States
- On-site
- Senior
- 3 hours ago
- Incident Management
- Windows
- Mac
- Intune
- SCCM
- Active Directory
- Group Policy
- ServiceNow
3 hours ago
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Responsibilities:
- Provide Level 1 and Level 2 desk-side and remote support for end user computing services during designated business hours.
- Diagnose, troubleshoot, and resolve hardware, software, operating system, network connectivity, and peripheral issues in a timely and professional manner.
- Act as second-level support for escalated or complex incidents, ensuring resolution in line with defined SLAs and business impact.
- Log, track, document, and resolve incidents and service requests using the approved IT service management/ticketing system.
- Perform installations, configurations, upgrades, repairs, backups, and routine maintenance of desktops, workstations, laptops, and associated equipment.
- Support user onboarding and offboarding activities, including workstation setup, account access enablement, and asset handover as assigned.
- Ensure adherence to IT security policies, data protection standards, access controls, and standard operating procedures at all times.
- Coordinate with regional/global IT teams and escalate issues appropriately to ensure timely resolution of cross-functional or complex problems.
- Work with third-party vendors and service providers (e.g., hardware vendors, ISPs, support partners) to resolve incidents or deliver services.
- Maintain accurate documentation related to support activities, asset records, and knowledge articles where required.
- Participate in IT infrastructure or end user technology projects as assigned.
- Communicate technical information clearly to both technical and non-technical users, maintaining a high standard of customer service
Requirements:
- Strong troubleshooting and problem-solving skills across desktop, hardware, software, and connectivity issues.
- Solid understanding of incident management, service request fulfillment, and escalation practices.
- Excellent customer service, communication, and documentation skills.
- Ability to work independently while also collaborating effectively within a global IT team environment.
- Strong attention to security, data integrity, and compliance requirements.
- Motivation to learn new technologies and stay current with industry trends.
- Experience & Job Level
- Senior support role requiring minimal supervision.
- Capable of handling complex and critical issues independently and supporting less experienced team members.
- Demonstrates advanced technical, troubleshooting, and documentation skills with a strong focus on customer satisfaction.
- Typically requires 5–8 years of professional experience in end user/desktop support within an enterprise IT environment.
- Windows, Mac(Apple) + Advanced Desktop/Deskside Support
- Intune + SCCM/MECM + Endpoint Management
- Active Directory + Group Policy + Entra ID
- Hardware, Imaging, Deployment & Asset Lifecycle
- ServiceNow
Why Should You Apply?
- Health Benefits
- Referral Program
- Excellent growth and advancement opportunities
End User Support Engineer (Desktop Support Engineer) · ICONMA, LLC