Desktop Support Engineer

IT / Technical Support SpecialistWe are seeking an experienced IT/Technical Support Specialist to provide high-quality technology support to employees in a fast-paced environment. This role will focus on delivering an exceptional end-user technology experience by diagnosing and resolving hardware, software, application, and technical issues.The ideal candidate will have strong troubleshooting skills, excellent customer service abilities, and the ability to work effectively with employees at all levels of an organization. The position requires flexibility to provide both onsite and remote technical support as needed.Key ResponsibilitiesProvide technical support to employees across offices, stores, distribution centers, and other business locations.Diagnose and resolve hardware, software, device, and application-related issues.Listen to users, ask appropriate questions, assess technical issues, and provide timely solutions.Research, troubleshoot, resolve, or escalate technical issues using documented procedures and available tools.Provide technical assistance through in-person and remote support channels.Deliver a professional and customer-focused support experience.Determine appropriate solutions using defined procedures, technical knowledge, and available resources.Maintain consistent service quality and contribute to high customer satisfaction.Multitask across multiple technical issues while keeping stakeholders informed of progress.Build and maintain positive relationships with employees and business partners.Learn and apply new technical processes, tools, and procedures.Meet established service-level and performance expectations.Take ownership of assigned issues through resolution or appropriate escalation.Required QualificationsExperience in IT Support, Desktop Support, Help Desk, Service Desk, or Technical Support.Strong troubleshooting and problem-solving skills.Experience troubleshooting hardware, software, devices, and applications.Strong customer service and interpersonal communication skills.Ability to work effectively in a high-volume, fast-paced environment.Experience working with ticketing/service management systems.Ability to support users both onsite and remotely.Strong organizational skills with the ability to multitask.Must be willing and able to work onsite in Fishkill, NY, 5 days per week.Preferred SkillsWindows troubleshootingMicrosoft 365 / Office 365ServiceNow or other ITSM/ticketing platformsDesktop/laptop supportEnd-user supportApplication troubleshootingHardware and peripheral troubleshootingIncident managementService desk operations