Desktop Support Engineer
We're looking for an experienced Desktop Support Engineer to join our growing global team!
About the Position:
Reporting to the IT Director, the Desktop Support Engineer will provide first—and second-level technical support to end users, facilitate employee onboarding and offboarding, coordinate on-site IT engagements, and administer licenses. The ideal candidate will be process-orientated and communications-focused.
Details and Functions
- Respond to the organization's technical support requests, new hire set-ups, and offboarding through a mix of remote and in-person support.
- Perform user account management and provisioning and assist with related queries such as password resets and group maintenance.
- Perform deep-level and root-cause analysis of problems encountered during the normal course of business and make suitable recommendations for remediation.
- Participate in testing new software and hardware technologies, create appropriate documentation for rollouts within the organization, and advise IT leadership on recommendations based on derived requirements.
- Provide ‘remote hands’ for Systems and Network Administrators as needed.
- Create and maintain detailed documentation of user queries, issues and resolutions, system processes and license audits.
- Contribute to automation and scripting programs to streamline repetitive tasks.
- Manage and Maintain equipment/asset inventory.
- Participate in on call rotation
About You:
You are passionate about technology and continuous learning. You are an excellent communicator and a natural problem-solver who can bring clarity to complex problems for non-technical individuals throughout the company.
Additionally, you have:
- Demonstrated experience participating in complex projects, employing analytical skills to diagnose and develop effective solutions.
- Demonstrated ability to troubleshoot and resolve unfamiliar technical problems, making reasonable conclusions based on limited information.
- Ability to work with and communicate effectively with Remote Teams and Management groups to ensure communication is clear and consistent
- Good Understanding of Networking, Cabling, and TCP / IP and DNS
- 3+ years experience troubleshooting Microsoft Windows-based Operating Systems in an enterprise environment.
- 3+ years of experience maintaining and troubleshooting Office applications.
- 3+ years of experience troubleshooting MacOS in an enterprise environment
- 1+ years of experience working with Mobile Device Management solutions such as Microsoft InTune or similar
- Experience working in a service-orientated ticket-based environment
- Willingness to learn and adapt to a growing organization needs
Preferred / Optional Skills
- Experience working with CAD/CADD Applications such as AutoDesk and Bentley Products
- Experience with Powershell, Python, or other scripting languages
- Experience with Citrix Workspace, XenApp, Parsec, or Teradici
- Experience with Media environments (large video files/edits) a plus
Preferred Education / Certifications
- CompTIA A+
- Microsoft 365 Certified Fundamentals
- Candidates should have completed a college degree in a related computer support field or equivalent experience with technical troubleshooting and analysis
Additional Considerations:
- Occasional travel to domestic and international destinations outside the United States is required.
- This is a hybrid role that requires at least two days a week in our studio location in Flatiron, New York City + on-call availability
Physical Demands
- Primarily walking, standing, and bending with some sitting, stooping, and kneeling.
- Ability to communicate effectively with verbal, visual, and listening skills.
- Close visual work on a computer terminal.
- Dexterity of hands and fingers to operate any required equipment and computer keyboard, mouse, and other technical instruments.
- Able to lift and carry heavy equipment, up to 50 pounds.
- Ability to climb ladders and work on a raised platform.
- Ability to comfortably use tools such as screwdrivers and pliers.
Salary Pay Range
$65,000 - $80,000 USD
About Journey:
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