Desktop Infrastructure Engineer / IT Support Engineer (L1/L2)

Desktop Infrastructure Engineer / IT Support Engineer (L1/L2)

Contract

West Palm Beach, FL

Job Description:

Education & Experience

• Associate degree in Information Technology, Computer Science, or related field; or equivalent work experience

• 2+ years of experience in desktop support, field services, or similar technical support role

• Experience supporting Windows and Mac operating systems

• Familiarity with mobile device management (MDM) platforms (Intune, AirWatch, etc.)Technical Skills

• Strong knowledge of Windows 10/11, macOS, iOS, and Android platforms

• Proficiency with Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint)

• Understanding of Active Directory, DNS, DHCP, and network troubleshooting

• Experience with remote support tools and ITSM platforms (ServiceNow preferred)

• Hardware troubleshooting and repair skills for desktops, laptops, and peripherals

• Basic understanding of cybersecurity best practices and compliance requirementsSoft Skills

• Excellent customer service and interpersonal communication skills

• Strong problem-solving abilities with attention to detail

• Ability to work independently and manage time effectively

• Professional demeanor and ability to maintain confidentiality

• Flexibility to adapt to changing priorities and work schedulesRoles & Responsibilities

Key Responsibilities

Technical Support & Troubleshooting• Provide on-site technical support for desktops, laptops, printers, peripherals, and mobile devices• Diagnose and resolve hardware, software, and network connectivity issues• Perform equipment installations, configurations, and upgrades• Execute break-fix activities including hardware replacements and repairs• Support conference room technology, audiovisual equipment, and collaboration toolsService Delivery & Customer Experience• Respond to service requests and incidents in accordance with SLA requirements• Deliver white-glove service for executive and VIP users• Communicate technical information clearly to non-technical users• Provide on-site assistance during new hire onboarding and technology transitions• Ensure positive end-user experience through proactive communication and timely resolutionAsset & Inventory Management• Maintain accurate inventory of IT equipment and accessories• Perform asset tagging, tracking, and documentation in ServiceNow CMDB• Coordinate equipment staging, imaging, and deployment• Manage equipment refresh cycles and decommissioning activities• Ensure compliance with asset management policies and procedures Incident & Request Management• Log, track, and resolve incidents and service requests in ServiceNow• Escalate complex issues to appropriate support teams (L2/L3) with detailed documentation• Follow standard operating procedures and knowledge base articles• Contribute to knowledge base by documenting solutions and troubleshooting steps• Participate in incident and problem management processesCollaboration & Coordination• Coordinate with remote support teams, vendors, and other IT groups• Support technology rollouts, migrations, and specia