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 #LI-SP3 #LI-VX1