Desktop Support Engineer

Desktop Support Engineer

Onsite Desktop Technician Level 2 support at San Diego, Las Vegas, Westlake, CA and Irving Texas hub offices. The Desktop Support Technician is responsible for delivering high-quality, end-user support across the organization, with a strong focus on customer experience, VIP/executive support, and reliable technical service delivery. This role provides hands-on and remote support for hardware, software, and enterprise systems while ensuring minimal disruption to business operations. This position includes technical expertise with strong interpersonal skills, enabling them to deliver a "white-glove" support experience, particularly for executive leadership and high-priority users.

Service Tasks, Deliverables, and Assumptions: Vendor will provide the Services, including any inherent tasks, and deliver the Deliverables to Customer as described in each Service Task below. Notwithstanding any other Specifications, at a minimum all Deliverables provided by Vendor under this SOW will be of sufficient detail based on their description.

3.2.1 Service Task 1: Onsite Desktop Technician Level 2 support

Tasks: Vendor shall provide onsite Desktop Technician Level 2 support at San Diego, Las Vegas, Westlake and Irvine TX hub offices, including but not limited to the following activities:

• Customer Service & End-User Support
  • Provide responsive, professional, and courteous technical support to all end users
  • Deliver a high-quality customer experience by communicating clearly and setting expectations
  • Maintain ownership of incidents and service requests from initiation through resolution
  • Ensure timely updates and accurate documentation within the ticketing system
• VIP / Executive Support
  • Provide white-glove technical support to executive leadership and VIP users
  • Anticipate and proactively address technical needs to minimize downtime
  • Maintain a high degree of professionalism, discretion, and urgency when handling executive requests
  • Support executive workstations, mobile devices, and conference room setups with minimal disruption
• Event & Meeting Support
  • Provide technical support for meetings, conferences, and special events
  • Set up and troubleshoot: conference room technology, audio/visual systems, collaboration tools (Teams, conferencing platforms)
  • Ensure smooth operation of technology during live events and quickly resolve issues as they arise
• Technical Troubleshooting (Hardware & Software)
  • Diagnose and resolve issues related to: Windows operating systems, standard business applications, network connectivity and user access
  • Perform installation, configuration, and maintenance of desktops, laptops, and peripherals
  • Troubleshoot and support: printers and secure print systems, docking stations, monitors, and accessories
  • Escalate complex issues to appropriate teams while maintaining ownership
• Endpoint & Device Support
  • Support device lifecycle activities, including: imaging and device deployment, hardware replacements and refresh programs, onboarding/offboarding setup and equipment provisioning
  • Ensure endpoints are configured according to enterprise standards
• Operational Support & Documentation
  • Utilize ITSM tools (e.g., ServiceNow) to manage incidents, requests, and tasks
  • Maintain accurate and complete ticket documentation for all work performed
  • Follow established policies, procedures, and escalation processes
  • Contribute to knowledge base articles and process documentation

Salary Range- $60,000-$65,000 a year