Desktop Support Engineer

Role: Desktop Support Engineer

Location: Dallas TX 75244 (Hybrid)

Type: Contract

Job Description Summary:

Experience:

• Minimum 3 5 years of relevant Desktop/Endpoint Support experience.
• Hands-on experience supporting both Windows and Mac laptops is preferred.

Technology / Technical Requirements:

• Windows 10/11 and Mac laptop support.
• Laptop imaging, configuration, provisioning and deployment.
• Laptop shipping, asset handling and refresh activities.
• Microsoft Intune / Autopilot experience preferred.
• ManageEngine Endpoint Central experience preferred.
• Basic Microsoft 365, Entra ID/Active Directory and endpoint troubleshooting knowledge.
• ServiceNow or similar ITSM/ticketing experience.
• Troubleshooting of hardware, software, peripherals and connectivity issues.
• Basic conference/meeting room and AV support.

Top Responsibilities:

• Windows & Mac Endpoint Support
• Image, configure and provision laptops for new hires and existing users.
• Laptop refreshes, replacements, shipping and asset-related activities.
• Troubleshoot hardware, software and endpoint issues.
• End-User & Office Support
• Provide hands-on support to employees coming into the office.
• Troubleshoot desktops/laptops, monitors, docking stations, peripherals and other IT equipment.
• Provide meeting room/conference room support and assist with AV-related issues.
• ServiceNow & Day-to-Day GTS Operations
• Manage and resolve incidents and service requests through ServiceNow.
• Follow up on tickets and ensure timely resolution and good customer experience.
• Support other day-to-day GTS operational activities as required.

Other Requirements:

• Strong customer service and communication skills.
• Comfortable working directly with end users and providing hands-on support.
• Good English communication skills.
• Ability to work independently as well as collaborate with a global GTS team.
• Good troubleshooting and problem-solving skills.
• Ability to work in a fast-paced enterprise IT environment.