Desktop Support Engineer

Desktop Support Technician

A leading local health insurance organization is hiring a Desktop Support Technician to join its end-user computing team on-site in the South Shore area of Massachusetts. This is a hands-on Level 2 role supporting a large enterprise user population in a fast-paced, high-volume environment with defined service-level agreements (SLAs). You will own the full lifecycle of end-user hardware and software, from imaging and deployment through day-to-day troubleshooting, while delivering a consistently excellent customer experience.

This team places exceptional value on customer service, teamwork, and personality. Technical skills can be developed; the advantage goes to the candidate who is genuinely great with people. The ideal person:

• Delivers white-glove, patient, and friendly support to both technical and non-technical end users
• Communicates clearly and professionally in person, over the phone, and in writing
• Works seamlessly as part of a collaborative team and is quick to pitch in for teammates
• Stays calm and organized under a high ticket load and competing priorities
• Takes ownership of issues end-to-end and follows through to resolution

Key Responsibilities:

• Install, configure, and maintain desktops, laptops, peripherals, and software in line with company standards and guidelines
• Build, image, and configure computers and peripherals for new hires, including shipping equipment to remote users
• Provide Level 2 support, resolving technical problems across desktop hardware, the Windows 11 operating system, and software applications
• Manage PC imaging, refresh, and IMAC (Install/Move/Add/Change) activities using MECM
• Support network and personal/local print environments
• Troubleshoot network connectivity issues
• Provide end-user support for the enterprise mobile mail solution
• Update and maintain computer inventory and surplus/retired equipment records
• Coordinate with hardware warranty vendors (Dell) on repairs and replacements
• Assist with upgrading and maintaining the broader desktop environment
• Apply an analytical, systematic approach to problem solving and present complex technical information clearly to both technical and non-technical audiences

Required Technical Skills:

• Working knowledge and support of the Windows 11 operating system
• Experience supporting and troubleshooting current Microsoft Office (M365 / O365)
• Strong PC imaging / refresh / IMAC experience (MECM)
• Hands-on experience with MECM Collections, MS App-V, and MS Intune software deployments and support
• Solid understanding of Active Directory, including Organizational Units (OUs) and containers
• Software installation and troubleshooting
• Laptop and desktop hardware support (Dell)
• Support of network and personal print environments
• Troubleshooting network connectivity issues
• Experience with an enterprise IT service ticketing system — ServiceNow strongly preferred (or equivalent)
• Effective multitasker with excellent time management
• Excellent verbal and written communication skills

Preferred:

• Microsoft certifications
• Experience working with hardware warranty vendors (Dell)
• Prior experience in a large enterprise, high-volume, SLA-driven support environment

Experience & Education:

• 5+ years of experience in desktop support
• Experience with the ServiceNow ticketing system or an equivalent IT service management platform
• BA or BS in technology, a related field, or equivalent practical experience