Technical Customer Service

Job Description

Job Description

Desktop Support Engineer

Company: Venteck Limited, Inc / ACC
Position Type: Full-Time
Work Schedule: Monday through Friday, 9:00 AM to 6:30 PM Eastern Time, with a 30-minute lunch break
Compensation: $17.00 to $25.00 per hour, based on experience, technical ability, and qualifications

Position Summary

All Computer Center, Inc. is seeking a Desktop Support Engineer to provide technical support to end users across a diverse, multi-location technology environment.

The Desktop Support Engineer will support computer hardware, operating systems, business applications, Microsoft 365, Google Workspace, printers, scanners, network connectivity, endpoint security tools, and related IT systems.

Technical assistance will be provided through telephone, email, a professional ticketing system, remote monitoring and management tools, and remote desktop support platforms.

This position requires a combination of strong technical troubleshooting ability and exceptional communication and customer service skills. Technical ability alone is not sufficient for this position.

The successful candidate must speak clearly, listen carefully, ask effective diagnostic questions, communicate professionally, and take ownership of technical issues through resolution or appropriate escalation.

This position will primarily support American Flyers users and locations, as well as other All Computer Center customers and supported business applications.

Primary Responsibilities

The Desktop Support Engineer will be responsible for:

• Providing technical support to users by telephone, email, support ticket, and remote desktop tools.
• Receiving, documenting, diagnosing, troubleshooting, and resolving technical support incidents and service requests.
• Managing assigned incidents and service requests within established service levels and escalation procedures.
• Troubleshooting Windows desktop and laptop computers.
• Diagnosing hardware, software, operating system, application, printing, scanning, connectivity, and basic network issues.
• Installing and configuring desktop computers, laptops, printers, scanners, and peripheral devices.
• Installing, configuring, updating, and troubleshooting business software applications.
• Supporting Windows 10 and Windows 11 environments.
• Supporting Microsoft 365 applications and services, including Outlook, Word, Excel, Teams, and OneDrive.
• Supporting Google Workspace applications and user environments.
• Troubleshooting user accounts, passwords, authentication, multifactor authentication, and application access issues.
• Supporting Active Directory, Microsoft Entra ID, Microsoft 365, and Google Workspace user environments.
• Assisting with new computer deployment, configuration, application installation, and user setup.
• Installing, configuring, and maintaining Remote Monitoring and Management (RMM) agents and endpoint security tools.
• Using remote monitoring and remote support tools to diagnose and resolve user problems.
• Performing basic network troubleshooting, including Wi-Fi, Ethernet, TCP/IP, DNS, DHCP, VPN, and general connectivity issues.
• Supporting local and network-connected printers and document scanners.
• Troubleshooting web browsers and web-based business applications.
• Identifying recurring technical problems and recommending corrective or preventive actions.
• Escalating complex infrastructure, security, network, database, and application issues to senior engineers or software developers.
• Coordinating with third-party vendors when necessary to resolve technical issues.
• Maintaining accurate technical documentation.
• Preparing user instructions, technical notes, troubleshooting procedures, and knowledge base articles.
• Protecting the confidentiality and security of customer and company information.

Incident and Ticket Management Responsibilities

The Desktop Support Engineer is responsible for actively managing assigned support tickets throughout the incident lifecycle.

Responsibilities include:

• Reviewing and acknowledging new tickets promptly.
• Evaluating ticket priority and business impact.
• Contacting users to begin troubleshooting.
• Accurately documenting the reported problem and its impact on the user.
• Recording troubleshooting steps, observations, and results.
• Maintaining communication with affected users throughout the support process.
• Following up actively on unresolved incidents.
• Escalating issues according to established technical and management procedures.
• Coordinating with other technical personnel when necessary.
• Maintaining ownership and visibility of the incident after escalation.
• Verifying with the user that the issue has been resolved.
• Documenting the technical resolution and relevant root-cause information before closing the ticket.

Creating or acknowledging a ticket is only the beginning of the support process. The Desktop Support Engineer is expected to actively manage assigned issues through resolution, escalation, or documented transfer to another technical resource.

Customer communication and follow-up are essential components of this position.

Communication and Customer Service Requirements

Technical ability alone is not sufficient for this position.

The successful candidate must :

• Speak English clearly and professionally.
• Have excellent telephone communication skills.
• Be an exceptional and patient listener.
• Allow users to fully explain their problems before reaching conclusions.
• Ask logical and effective diagnostic questions.
• Communicate technical information in language appropriate for the user's level of technical knowledge.
• Remain professional and patient when assisting frustrated or stressed users.
• Write clear, concise, and professional emails.
• Provide accurate and timely status updates.
• Follow up when promised.
• Take ownership of assigned issues.
• Avoid making assumptions before gathering the necessary facts.
• Recognize when an issue requires escalation.
• Communicate effectively with both technical and nontechnical personnel.
• Work collaboratively with users, technicians, engineers, developers, vendors, and management.

Required Technical Skills

Candidates should have practical working knowledge of:

• Windows 10 and Windows 11.
• Desktop and laptop computer hardware.
• Hardware diagnostics and troubleshooting.
• Software installation, configuration, and troubleshooting.
• Microsoft Office and Microsoft 365.
• Outlook configuration and troubleshooting.
• Google Workspace applications.
• Local and network printers.
• Document scanners and scanning software.
• Web browsers and web-based applications.
• Remote desktop and remote support tools.
• Basic TCP/IP networking.
• Wi-Fi and Ethernet troubleshooting.
• DNS and DHCP fundamentals.
• Basic VPN troubleshooting.
• User account and password troubleshooting.
• Multifactor authentication.
• Endpoint security and antivirus software.
• Professional ticketing and service desk systems.

Preferred Experience

Experience with one or more of the following technologies is beneficial:

• Zoho Desk.
• Zoho Projects.
• Remote Monitoring and Management (RMM) platforms.
• Microsoft 365 Administration.
• Google Workspace Administration.
• Microsoft Entra ID.
• Active Directory.
• Microsoft Intune.
• Endpoint security platforms.
• UniFi networking equipment and management platforms.
• Windows Server environments.
• SQL Server.
• Basic SQL queries.
• HTML and CSS.
• C# and .NET applications.
• APIs and web applications.
• Software quality assurance and application testing.

Advanced programming experience is not required. However, candidates who understand software development concepts, databases, web applications, and APIs—and who can communicate effectively with developers—will have an advantage.

Education and Experience

Preferred qualifications include:

• Two or more years of desktop support, help desk, service desk, or technical support experience.
• Experience providing direct technical support to end users.
• Experience troubleshooting Windows computers and business applications.
• Experience supporting Microsoft 365 or Google Workspace environments.
• Experience using a professional ticketing or service desk platform.
• Experience using remote support or RMM tools.
• Associate degree, technical diploma, industry certification, or equivalent practical experience.

Relevant certifications, including CompTIA A+, Network+, Microsoft certifications, Google certifications, or equivalent technical credentials, are beneficial but not required.

Demonstrated technical ability, communication skills, problem-solving ability, and customer service experience will be strongly considered.

Professional Characteristics

The ideal candidate is:

• Customer-service oriented.
• Technically curious.
• A strong analytical problem solver.
• An active listener.
• Patient and professional.
• Organized and detail-oriented.
• Dependable and punctual.
• Comfortable taking responsibility for assigned issues.
• Able to prioritize multiple incidents and service requests.
• Willing to ask for assistance when necessary.
• Interested in continuously improving technical skills.
• Able to work independently while remaining an effective member of a technical team.
• Comfortable communicating with customers, end users, engineers, developers, and management.

Technology Environment

This position provides hands-on exposure to a diverse technology environment that includes:

• Desktop and laptop support.
• Multi-location business operations.
• Microsoft 365.
• Google Workspace.
• Active Directory and Microsoft Entra ID.
• Network infrastructure.
• Printers and document scanners.
• Remote endpoint management.
• Cybersecurity and endpoint protection tools.
• Cloud-hosted applications and infrastructure.
• Aviation training applications.
• E-commerce and publishing platforms.
• Custom web applications.
• Custom .NET business applications.
• SQL Server environments.
• Software development and quality assurance processes.

Career Development Opportunities

This position provides an opportunity to expand technical skills and develop into more advanced areas of information technology.

Based on performance, demonstrated technical ability, professional development, and organizational needs, potential career paths may include:

• Senior Desktop Support Engineer.
• Systems Administrator.
• Network Support Engineer.
• Microsoft 365 Administrator.
• Cloud Support Engineer.
• Application Support Engineer.
• Software Quality Assurance Analyst.
• Technical Project Coordinator.
• Junior .NET Developer.

The Candidate We Are Seeking

All Computer Center, Inc. is seeking an individual who combines technical troubleshooting ability with excellent communication skills and a genuine commitment to helping users successfully use technology.

We are looking for someone who listens carefully, communicates clearly, investigates problems methodically, documents work accurately, follows through on commitments, and takes responsibility for moving technical issues toward resolution.

If you enjoy solving technical problems and providing professional support to users, we encourage you to apply.

Venteck is a leading developer of technology for the Federal, Local Government and private sector. We continue to push the boundaries of technology while developing exciting and innovative products for our markets. We have a culture of innovation where our employees can make a difference and we are looking for dynamic individuals to come and join our rapidly expanding team. If you enjoy working in a dynamic environment and are looking for an opportunity to join a stellar team of professionals, we invite you to apply online today.

Venteck is an equal employment opportunity (EEO) employer to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Venteck complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Company Description

Venteck is a leading developer of technology for the Federal, Local Government and private sector. We continue to push the boundaries of technology while developing exciting and innovative products for our markets. We have a culture of innovation where our employees can make a difference and we are looking for dynamic individuals to come and join our rapidly expanding team. If you enjoy working in a dynamic environment and are looking for an opportunity to join a stellar team of professionals, we invite you to apply online today.\r\n\r\nVenteck is an equal employment opportunity (EEO) employer to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Venteck complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.