Desktop Support Engineer

Role description

Job Title: Desktop Support Engineer

Location: Houston, TX (Onsite)

The Deskside Support Technician provides handson inperson technical support to end users at the corporate headquarters This role serves as the primary onsite resolver for hardware software and connectivity incidents that cannot be resolved remotely and acts as a key contributor to Field Services quality and the overall employee experience at HQ

KEY RESPONSIBILITIES

Provide L2L3 deskside support for hardware software OS and peripheral issues across Windows and macOS environments

Manage and resolve escalated tickets from the service desk within defined SLASLO targets ensure accurate ticket hygiene and knowledge base KB updates

Execute device lifecycle activities imaging configuration deployment refresh and decommission aligned to zerotouch enrollment ZTE principles using Microsoft Intune andor Jamf

Support onboarding and offboarding JML processes for HQbased employees including device provisioning and account readiness

Perform breakfix and warranty coordination for enduser hardware laptops desktops peripherals monitors mobile devices

Administer and troubleshoot M365 applications Outlook Teams OneDrive SharePoint and collaborate with the Desktop Engineering team on policy and configuration issues

Maintain asset inventory accuracy within the ITSM platform enforce asset tagging and audit compliance

Proactively identify recurring issues and contribute root cause findings to Problem Management

Support patch compliance and endpoint security posture in coordination with the Desktop Engineering team

Contribute to continual service improvement CSI initiatives and document resolutions for reuse across the knowledge base

White Glove Executive Support

Provide dedicated highpriority technology support to Csuite VPlevel and designated VIP users proactively anticipate needs before issues arise

Own the full device lifecycle for executive population prestaging configuration deployment and refresh with zeroimpact delivery

Serve as the named point of escalation and white glove contact for EUS at HQ maintain discretion and professionalism at all times

Conduct proactive device health checks and environmental sweeps for executive offices and highuse collaboration spaces

Coordinate closely with Executive Assistants and Chiefs of Staff to align around travel events and tech readiness

Audiovisual AV Support

Manage and support all AV infrastructure across HQ conference rooms boardrooms allhands spaces and huddle rooms video walls projectors display systems microphonespeaker arrays room control panels

Provide handson support and preevent readiness checks for town halls board meetings executive briefings and largeformat events

Administer and troubleshoot Microsoft Teams Rooms MTR Zoom Rooms Cisco Webex and associated hardware Poly Logitech Crestron Extron Biamp

Maintain AV system documentation cable management standards and room configuration records manage vendor escalations for AV breakfix

Partner with Facilities and IT Infrastructure on AV project deployments and room refresh initiatives

Monitor AV room health proactively using room management platforms eg Logitech Sync DTEN or equivalent

REQUIRED SKILLS EXPERIENCE

4 years in an enterprise IT support role with demonstrated experience supporting senior stakeholders or executive populations

Strong AV system knowledge Microsoft Teams Rooms Zoom Rooms Webex and associated hardware platforms Poly Logitech Crestron or equivalent

Strong working knowledge of Windows 1011 macOS and Active Directory Azure AD Entra ID

Handson experience with Microsoft Intune Autopilot compliance policies app deployment andor Jamf

Proficiency in M365 application support and administration basics

ITSM tool experience ServiceNow Remedy or equivalent strong ticket documentation discipline

Solid hardware troubleshooting skills across Dell HP Lenovo Apple device families AV Hardware

Customerfocused mindset with professional communication skills suited to an executive environment

Ability to work independently prioritize concurrent incidents and manage time effectively in a fastpaced HQ setting

PREFERRED QUALIFICATIONS

Microsoft Certified Modern Desktop Administrator Associate or equivalent

ITIL Foundation certification

Experience with DEX or observability tooling eg SysTrack Nexthink or similar

Familiarity with PowerShell scripting for endpoint automation and diagnostics

Experience supporting VDIAVD environments