Sr. Desktop Support Engineer - On-Site

Desktop Support Engineer

Full-Time | Onsite

We’re seeking a highly skilled Desktop Support Engineer for a data center who thrives in a hands-on, fast-paced environment. In this role, you’ll be the go-to technical expert for end users, supporting a wide range of devices, systems, and onsite technologies. If you enjoy solving complex technical problems, delivering exceptional customer service, and owning IT operations at the site level—this is the role for you.

What You’ll Do

End-User & Hardware Support

• Provide onsite support for desktops/laptops, peripherals, hardware replacements, and office IT equipment.

• Install, configure, and troubleshoot operating systems, applications, and security tools for both local and remote users.

• Diagnose and resolve issues affecting PC performance, network connectivity, and workstation hardware/software.

Printer & Conference Room Support

• Install, configure, and maintain printers and multifunction devices.

• Support video conferencing systems (Zoom, Teams, WebEx, Polycom, etc.) for meetings and corporate broadcasts.

Networking & Infrastructure

• Perform first-level troubleshooting on switches, routers, firewalls, and wireless access points.

• Rack/stack network equipment, patch cables, and assist with physical connectivity checks.

• Provide remote‑hands support for server and network teams (cabling, racking, hardware checks).

• Interpret network topology diagrams to support racking, patching, troubleshooting, and proper labeling.

Operations & Service Management

• Manage incident tickets using ServiceNow—create, update, and close tickets with accurate documentation.

• Partner with vendors for onsite technical services, equipment repairs, and software/hardware support.

• Maintain accurate asset records for all onsite IT equipment.

• Ensure compliance with corporate technology and security policies.

What You Bring

Education & Experience

• Degree or technical training in Information Technology (or related field) with 5–7 years of hands‑on support experience in a networked, customer-facing environment.

• Certifications such as A+, Microsoft, or ITIL are a plus.

Professional Skills

• Confident working independently in a fast-paced onsite environment supporting diverse user groups.

• Strong time-management skills with the ability to prioritize and multitask.

• Excellent interpersonal, verbal, and written communication skills.

• Self-driven, detail‑oriented, and committed to exceptional service.

Technical Strengths

• Hands-on experience with Windows 10/11, system settings, networking, and device management.

• Proficiency with Microsoft 365 apps—Outlook, Word, Excel.

• Familiarity with VPN technologies (Cisco AnyConnect or similar).

• Experience with Entra ID, Intune, MDM, Active Directory (password resets, user management).

• Strong understanding of networking concepts: TCP/IP, DHCP, DNS, switches, routers, firewalls, VPNs, Wi-Fi.

• Experience with WebEx audio/video systems.

• Comfortable working with physical data center equipment (rack/stack, patching).

Tools You Know

• Must Have: Remote support tools, ticketing systems (ServiceNow preferred), VPN technologies, and endpoint security.

• Good to Have: Bomgar, asset management tools, disk encryption, Citrix Workspace, imaging tools (ManageEngine Endpoint Central), Cisco AMP/Umbrella, CrowdStrike Falcon.

Supervisory Responsibilities

• This role has no direct reports.

Description

Job Responsibilities:

• Onsite IT Support: Provide hands-on assistance for hardware replacements, peripheral installations, and office IT infrastructure.

• Laptop/Desktop Support: Install, configure, and troubleshoot operating systems, applications, and security tools, workstation hardware and software to users both locally and remotely

• Diagnose and resolves problems related to the operation of PCs on the network

• Printer Support: Manage installation, configuration, and maintenance of printers and multifunction devices.

• Video Conferencing (VC) Support: Set up and maintain conference room equipment (Zoom, Teams, WebEx, Polycom, etc.). Configure, troubleshoot and support Video Conferencing systems used for corporate broadcasts

• Rack/stack network equipment in a data rack; Install patch cables to network devices; Troubleshoot performance issues of network devices;

• Remote Hands Support: Assist network/server teams with cabling, racking, patching, and hardware troubleshooting.

• Networking Support: Perform first-level troubleshooting of switches, routers, firewalls, and wireless access points.

• Perform physical connectivity checks and cabling, coordinate with the Infrastructure teams regarding compute, and networking activities on an as needed basis

• Incident Management: Create, monitor, update, and close tickets using Service Now ticketing system

• Respond to user requests and service issues in a timely and professional manner

• Asset management of all IT equipment on site

• Work with various vendors as needed to support site specific services, hardware, and software

• Adhere to Black Box corporate, technology and security policies at all times while performing daily functions

Personal Qualifications

• Degree and/or technical education in Information Technology or related field along with 5 - 7 Years of relevant hands on experience in an end user and customer focused networked PC environment

• Industry-specific certifications such as A+, Microsoft and ITIL are a plus but not required.

• Comfortable working independently in a fast-paced at site location while supporting a wide variety of job roles.

• Proficient in time-management and the ability to multitask and prioritize daily support requests and projects.

• Ability to diagnose, isolate and troubleshoot computer physical hardware and software components both remotely and locally.

• Exhibit professional attitude and appearance with excellent verbal, interpersonal and communication skills.

• Self-motivated, enthusiastic, solid problem-solving skills, detail oriented, willing to learn and a desire to succeed.

Technical Qualifications

• Handson experience with Win10/11 OS – Control panel, System settings, networking, device manager

• Microsoft Outlook, Word, Excel

• Cisco AnyConnect or experience with VPN client technologies

• Hands on Working knowledge in MS Entra, InTune Administration, MDM

• Microsoft email and Outlook on an Hybrid O365 Environment – OST/PST, Email Profiles, Shared Folders, Archives, Add-on’s and Webmail

• Able to install, configure and test routers and switches

• Networking – Exposure and knowledge of networking protocols and components - TcpIP, DHCP, DNS, Switches, Routers, Firewalls, VPN, Tokens, WiFi, Hotspots & Nic’s.

• Active Directory Password resets and User properties.

• Working knowledge of WebEx audio/video conferencing systems

• Understanding and prior experience working on the physical setup of a Data center

• Read and understand Network Topology Diagram to assist in:

a. Rack/Stack of network devices

b. Interconnection Fiber and Copper patching of devices

c. Troubleshooting network issues

d. Proper label of devices and interconnection cables

Tools Knowledge –

• Remote access support tools – Must have

• Bomgar - Good to Have

• Ticketing System – Must Have

• Service Now – Good to have

• Asset Management – Good to have

• Data recovery tools - Good to have

• Disk Encryption - Good to have

• Citrix virtual apps desktop and Citrix Workspace- Good to have

• Laptop/Workstation imaging technologies – Good to have

• Manage Engine Endpoint Central- /Nice to have

• Virtual Private Network – Must have

• Cisco AnyConnect – Good to have

• Endpoint Security management – Must have

• Cisco AMP-Umbrella and CrowdStrike Falcon – Good to have

Supervisory Responsibility:

• This position has no direct reports