Desktop Support Specialist (Onsite)

Job Description

Job Description

We are looking for an L2 Build-Out Systems Technician to provide technical assistance to our customer in the Dallas area. You will help install, upgrade, as well as troubleshoot hardware and software systems.

You will also aid L1 technicians and work ticket escalations.

If you’re computer-savvy and enjoy supporting end users, we’d like to meet you. To succeed in this role, you should have a problem-solving attitude along with the ability to give clear technical instructions. You should also be familiar with remote troubleshooting techniques.

Ultimately, you will ensure prompt and accurate customer service and increase client satisfaction.

Desktop Support Engineer

Paranet Solutions

Position Summary

Paranet Solutions is seeking a customer-focused Desktop Support Engineer to provide remote and onsite technical support for end users across a diverse managed services client base. This role is responsible for troubleshooting desktop, laptop, printer, Microsoft 365, user account, and basic network-related issues while delivering exceptional customer service and maintaining accurate documentation within the PSA platform.

The ideal candidate is dependable, organized, technically capable, and able to manage multiple support requests in a fast-paced MSP environment.

Key Responsibilities

• Provide remote and onsite support for desktops, laptops, printers, mobile devices, and peripherals
• Troubleshoot Microsoft 365 issues including Outlook, Teams, OneDrive, SharePoint, and licensing
• Perform user onboarding and offboarding tasks including:
  • Account creation and termination
  • Password resets
  • MFA setup
  • Group membership and mailbox permissions
  • Equipment deployment and recovery
• Configure and deploy Windows workstations and related software
• Support Windows 10 and Windows 11 environments
• Troubleshoot hardware, software, connectivity, and performance issues
• Escalate complex technical issues to senior engineering teams when necessary
• Maintain accurate ticket updates, documentation, time entries, and resolution notes
• Participate in workstation deployments, refresh projects, and migration activities
• Support printers, scanners, and common line-of-business applications
• Utilize RMM and remote support tools to proactively identify and remediate issues
• Follow company SLA standards and operational procedures
• Deliver professional and courteous communication to end users and customer leadership

Technical Experience Preferred

Experience supporting or working with:

• Windows 10/11
• Microsoft 365
• Active Directory / Entra ID
• Remote support tools
• VPN connectivity
• Multi-factor authentication (MFA)
• Printers and peripheral devices
• Basic networking concepts (DNS, DHCP, TCP/IP)
• ConnectWise Manage and/or ConnectWise Automate
• SentinelOne, Proofpoint, or similar security platforms
• RMM and MSP toolsets

Soft Skills & Expectations

• Strong customer service and communication skills
• Ability to multitask and prioritize effectively
• Detail-oriented with strong documentation habits
• Ability to work independently and within a team environment
• Professional demeanor under pressure
• Strong troubleshooting and critical-thinking skills
• Commitment to accountability and continuous improvement

Performance Expectations

• Maintain consistent ticket ownership and communication
• Meet or exceed SLA response and resolution goals
• Accurately document all work performed and time entered
• Maintain strong billable utilization and productivity standards
• Participate in team training and process improvement initiatives

Preferred Qualifications

• 1–3+ years of IT support or MSP experience
• CompTIA A+, Network+, or Microsoft certifications preferred
• Experience supporting multiple customers/environments simultaneously
• Valid driver’s license and reliable transportation for onsite visits if applicable

Work Environment

• Fast-paced Managed Services Provider environment
• Combination of remote support and onsite customer interaction
• Standard support hours are Monday–Friday, 8:00 AM – 5:00 PM CT with potential participation in after-hours support rotation