Desktop Support Engineer

Desktop Support TechnicianA leading local health insurance organization is hiring a Desktop Support Technician to join its end-user computing team on-site in the South Shore area of Massachusetts. This is a hands-on Level 2 role supporting a large enterprise user population in a fast-paced, high-volume environment with defined service-level agreements (SLAs). You will own the full lifecycle of end-user hardware and software, from imaging and deployment through day-to-day troubleshooting, while delivering a consistently excellent customer experience.This team places exceptional value on customer service, teamwork, and personality. Technical skills can be developed; the advantage goes to the candidate who is genuinely great with people. The ideal person:Delivers white-glove, patient, and friendly support to both technical and non-technical end usersCommunicates clearly and professionally in person, over the phone, and in writingWorks seamlessly as part of a collaborative team and is quick to pitch in for teammatesStays calm and organized under a high ticket load and competing prioritiesTakes ownership of issues end-to-end and follows through to resolutionKey Responsibilities:Install, configure, and maintain desktops, laptops, peripherals, and software in line with company standards and guidelinesBuild, image, and configure computers and peripherals for new hires, including shipping equipment to remote usersProvide Level 2 support, resolving technical problems across desktop hardware, the Windows 11 operating system, and software applicationsManage PC imaging, refresh, and IMAC (Install/Move/Add/Change) activities using MECMSupport network and personal/local print environmentsTroubleshoot network connectivity issuesProvide end-user support for the enterprise mobile mail solutionUpdate and maintain computer inventory and surplus/retired equipment recordsCoordinate with hardware warranty vendors (Dell) on repairs and replacementsAssist with upgrading and maintaining the broader desktop environmentApply an analytical, systematic approach to problem solving and present complex technical information clearly to both technical and non-technical audiencesRequired Technical Skills:Working knowledge and support of the Windows 11 operating systemExperience supporting and troubleshooting current Microsoft Office (M365 / O365)Strong PC imaging / refresh / IMAC experience (MECM)Hands-on experience with MECM Collections, MS App-V, and MS Intune software deployments and supportSolid understanding of Active Directory, including Organizational Units (OUs) and containersSoftware installation and troubleshootingLaptop and desktop hardware support (Dell)Support of network and personal print environmentsTroubleshooting network connectivity issuesExperience with an enterprise IT service ticketing system — ServiceNow strongly preferred (or equivalent)Effective multitasker with excellent time managementExcellent verbal and written communication skillsPreferred:Microsoft certificationsExperience working with hardware warranty vendors (Dell)Prior experience in a large enterprise, high-volume, SLA-driven support environmentExperience & Education:5+ years of experience in desktop supportExperience with the ServiceNow ticketing system or an equivalent IT service management platformBA or BS in technology, a related field, or equivalent practical experience