Desktop Support Engineer

Desktop Support Engineer

Roles & Responsibilities


Onsite Desktop Technician Level 2 support at San Diego, Las Vegas, Westlake, CA and Irving Texas hub offices. The Desktop Support Technician is responsible for delivering high-quality, end-user support across the organization, with a strong focus on customer experience, VIP/executive support, and reliable technical service delivery. This role provides hands-on and remote support for hardware, software, and enterprise systems while ensuring minimal disruption to business operations. This position includes technical expertise with strong interpersonal skills, enabling them to deliver a white-glove support experience, particularly for executive leadership and high-priority users.

Service Tasks, Deliverables, and Assumptions: Vendor will provide the Services, including any inherent tasks, and deliver the Deliverables to Customer as described in each Service Task below. Notwithstanding any other Specifications, at a minimum all Deliverables provided by Vendor under this SOW will be of sufficient detail based on their description.

3.2.1 Service Task 1: Onsite Desktop Technician Level 2 support


1. Tasks: Vendor shall provide onsite Desktop Technician Level 2 support at San Diego, Las Vegas, Westlake and Irvine TX hub offices, including but not limited to the following activities:

1. Key Responsibilities


o Customer Service & End-User Support


§ Provide responsive, professional, and courteous technical support to all end users


§ Deliver a high-quality customer experience by communicating clearly and setting expectations


§ Maintain ownership of incidents and service requests from initiation through resolution


§ Ensure timely updates and accurate documentation within the ticketing system


o VIP / Executive Support


§ Provide white-glove technical support to executive leadership and VIP users


§ Anticipate and proactively address technical needs to minimize downtime


§ Maintain a high degree of professionalism, discretion, and urgency when handling executive requests


§ Support executive workstations, mobile devices, and conference room setups with minimal disruption


o Event & Meeting Support


§ Provide technical support for meetings, conferences, and special events


§ Set up and troubleshoot:


§ Conference room technology


§ Audio/visual systems


§ Collaboration tools (Teams, conferencing platforms)


§ Ensure smooth operation of technology during live events and quickly resolve issues as they arise


o Technical Troubleshooting (Hardware & Software)


o Diagnose and resolve issues related to:


§ Windows operating systems


§ Standard business applications


§ Network connectivity and user access


o Perform installation, configuration, and maintenance of desktops, laptops, and peripherals


o Troubleshoot and support:


§ Printers and secure print systems


§ Docking stations, monitors, and accessories


o Escalate complex issues to appropriate teams while maintaining ownership
o Endpoint & Device Support


o Support device lifecycle activities, including:


§ Imaging and device deployment


§ Hardware replacements and refresh programs


§ Onboarding/offboarding setup and equipment provisioning


o Ensure endpoints are configured according to enterprise standards


o Operational Support & Documentation


o Utilize ITSM tools (e.g., ServiceNow) to manage incidents, requests, and tasks


o Maintain accurate and complete ticket documentation for all work performed


o Follow established policies, procedures, and escalation processes


o Contribute to knowledge base articles and process documentation

Salary Range- $60,000-$65,000 a year


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