Desktop Site Support Engineer

The Desktop Support (Site Support) Engineer is responsible for providing onsite IT support to end users and ensuring the reliable operation of desktop computing environments, hardware, software, and IT services at the assigned site.

The role provides hands-on technical support for laptops, desktops, peripherals, operating systems, applications, network connectivity, and endpoint management. The engineer will work closely with central IT, EUX/Desktop Engineering, Network, Security, Application, and other technical teams to resolve complex issues and support IT projects.

The position also supports the complete IT asset lifecycle, including device provisioning, deployment, inventory management, repair, replacement, recovery, and retirement.

ESSENTIAL JOB FUNCTIONS:

  • Provide onsite technical support to end users for hardware, software, operating system, and connectivity-related issues.
  • Troubleshoot and resolve issues involving laptops, desktops, monitors, docking stations, keyboards, mice, printers, and other IT peripherals.
  • Perform laptop provisioning, imaging, configuration, deployment, reimaging, and replacement activities.
  • Support Windows 11 endpoint environments and troubleshoot operating system-related issues.
  • Support endpoint management activities using Microsoft Intune, Windows Autopilot, Entra ID, and related Microsoft technologies.
  • Install, configure, and troubleshoot standard corporate applications and software.
  • Provide support for Microsoft 365 applications, including Outlook, Teams, OneDrive, and related services.
  • Troubleshoot VPN, network connectivity, authentication, MFA, and remote-access issues.
  • Support new-hire onboarding, including laptop preparation, software installation, device assignment, and user setup.
  • Support employee offboarding activities, including device recovery, data/access coordination, and asset updates.
  • Manage and maintain accurate IT asset and inventory records.
  • Coordinate hardware repairs, replacements, warranty claims, and vendor support activities.
  • Monitor and manage incidents and service requests through the IT ServiceNow management system.
  • Ensure tickets are updated with appropriate troubleshooting details and resolved within defined SLA targets.
  • Escalate complex technical issues to appropriate central IT or engineering teams.
  • Coordinate with Network, Security, Application, Infrastructure, EUX/Desktop Engineering, and other IT teams for issue resolution.
  • Provide onsite support for IT projects, office moves, hardware refreshes, migrations, and technology deployments.
  • Follow established IT policies, security standards, procedures, and change-management processes.
  • Create and maintain technical documentation, knowledge articles, and standard operating procedures.
  • Provide clear and professional communication to users regarding issue status, resolution, and expected timelines.

SUPPLEMENTAL JOB FUNCTIONS:

  • Assist with IT audits, asset verification, and periodic inventory reconciliation.
  • Assist with testing and deployment of new hardware, software, and endpoint technologies.
  • Support pilot programs and technology rollouts at the assigned site.
  • Assist central IT teams with troubleshooting, testing, and validation of new configurations.
  • Provide technical assistance during major incidents and business-critical events.
  • Participate in knowledge-sharing sessions and contribute to continuous improvement of desktop support processes.
  • Identify recurring issues and recommend process or technical improvements.
  • Assist with maintaining site IT documentation, floor plans, equipment records, and support procedures.
  • Perform other IT support duties and special projects as assigned.

Qualifications

EDUCATION & EXPERIENCE:

  • Bachelor's degree or diploma in Information Technology, Computer Science, or a related technical field preferred.
  • 2–5 years of experience in desktop support, IT support, EUX, service desk, or onsite technical support.
  • Experience providing hands-on support in a corporate or enterprise IT environment.
  • Experience supporting Windows 10/11 operating systems and Microsoft 365 applications.
  • Experience with endpoint management technologies such as Microsoft Intune and Windows Autopilot is preferred.
  • Experience with Entra ID/Active Directory, VPN, MFA, and basic network troubleshooting.
  • Experience with IT asset management, hardware deployment, repair, and replacement processes.

KNOWLEDGE, SKILLS & ABILITIES:

  • Strong troubleshooting and problem-solving skills.
  • Good knowledge of Windows operating systems, Microsoft 365, and common desktop applications.
  • Knowledge of Microsoft Intune, Windows Autopilot, Entra ID, and endpoint management.
  • Perform Windows device enrollment, provisioning, configuration, and troubleshooting through Microsoft Intune.
  • Support device reset, re-enrollment, reimaging, and redeployment during laptop replacement, user transitions, and device lifecycle activities.
  • Work with Endpoint Engineering, Security, and other central IT teams to troubleshoot and resolve complex Intune and endpoint management issues.
  • Understanding of Active Directory, user accounts, permissions, authentication, and Group Policy concepts.
  • Basic understanding of TCP/IP, DNS, DHCP, Wi-Fi, VPN, and network troubleshooting.
  • Knowledge of laptop/desktop hardware, peripherals, docking stations, printers, and related technologies.
  • Ability to diagnose hardware and software issues and determine appropriate resolution or escalation.
  • Strong customer service and communication skills.
  • Ability to explain technical issues and solutions clearly to both technical and non-technical users.
  • Ability to prioritize multiple incidents, service requests, and project activities.
  • Strong documentation and ticket-management skills.
  • Ability to work independently as well as collaboratively with distributed IT teams.
  • Strong attention to detail and commitment to following IT processes and security standards.

ADDITIONAL REQUIREMENTS:

  • Willingness to work in a 24x7 shift-based environment, including rotational shifts, as required by business needs.
  • Ability to work onsite at the assigned company location.
  • Ability to provide hands-on support for laptops, desktops, peripherals, and other IT equipment.
  • Ability to occasionally support IT activities outside standard business hours during planned maintenance, migrations, deployments, or critical incidents.
  • Ability to handle multiple priorities in a fast-paced enterprise IT environment.
  • Willingness to participate in IT projects, technology refreshes, migrations, and site initiatives.
  • Ability to maintain confidentiality and follow company information-security and data-protection requirements.
  • IT certifications such as CompTIA A+, Network+, Microsoft certifications, or ITIL are preferred.
  • Strong professional communication skills and a customer-focused approach.

Source: Company career page

Application: You will apply directly on the employer's website. Remote4Me does not handle applications or make hiring decisions.

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