IT Support Engineer (Desktop Management Specialist Infrastructure Services)

Job Description

Job Description

Job Summary (Desktop Management Specialist Infrastructure Services): We are seeking an experienced Desktop Management Specialist for our Infrastructure Services team. In this role, you will be responsible for the end-to-end management of desktop environments, including hardware and software installation, configuration, and maintenance of PCs, laptops, mobile devices, and peripherals. Your expertise in operating systems, network connectivity, printer support, and service desk operations will be key to ensuring smooth IT operations and excellent end-user support.
Key Responsibilities:

• Desktop and Mobile Device Management:
  • Install, configure, and maintain desktops, laptops, mobile devices, and associated peripherals.
  • Schedule and manage desktop/laptop upgrades or refreshes, ensuring a seamless transition of user system settings, software, data, and peripheral configurations.
• Application and Printer Support:
  • Provide comprehensive application support, coordinating with second-level teams when global application issues arise.
  • Troubleshoot and support all types of printers, manage network configurations, install drivers, and coordinate with vendors for repair or replacement.
• Technical Assistance and Service Desk Operations:
  • Offer onsite and remote technical support, responding to end-user requests and managing the ticket queue to meet defined service level agreements.
  • Provide second-line technical support and manage incident and problem resolution using the Service Desk Tool, while adhering to ITIL processes and SLAs.
• Documentation and Standardization:
  • Develop, update, and maintain standard configuration documentation, installation procedures, configuration guides, and operating procedures (e.g., KB/KEDB, SOPs).
  • Coordinate with third-party vendors and Level 3 support groups to enhance service delivery, maintain, and upgrade IT infrastructure.
• Event and Disaster Recovery Support:
  • Provide IT support for onsite or offsite events, including site setup and coordination with venue IT/AV contacts.
  • Support disaster recovery efforts and respond promptly to emergency situations at local sites.
• Network and Directory Services:
  • Assist in managing Active Directory (User/Group Management), DNS, Group Policy, networking, firewall configurations, and related technologies.
  • Demonstrate a solid understanding of O365 and its related support activities.

Required Qualifications:

• Experience:
  • 4-7 years of experience in Desktop Management within Infrastructure Services.
  • Strong understanding of PC hardware, software, operating systems (Windows 10/11, Android OS, Mac OS), directory services, printing, and applications.
• Technical Skills:
  • Proven experience with desktop/laptop installation, configuration, and upgrade/refresh processes.
  • Expertise in supporting network configurations, printer set-up, driver installations, and vendor coordination.
  • Solid knowledge of basic LAN/WAN issues, Wi-Fi configuration, application software installations, and VOIP phone systems.
  • Proficient with Active Directory, DNS, Group Policy, networking, firewall, and O365 support activities.
  • Experience using Microsoft Office and various service desk tools for incident and problem management.
• Soft Skills:
  • Excellent written and verbal communication skills.
  • Strong interpersonal skills to effectively manage multiple stakeholders, including end users, senior management, IT teams, project teams, and vendors.