Senior Desktop Support/End User Support Engineer

Job Title: Senior Desktop Support/End User Support Engineer - MAC (Move, Add, Change) Technician

Location: Newark, DE

Duration: Contract - 12 months

Pay Range: $38.07/hr (W2)

Job ID: 407070

About BCforward

BCforward is a leading global IT consulting and workforce solutions firm providing services and support to Fortune 500 and government clients. Founded in 1998, BCforward has grown with our customers needs into a full-service business solutions provider. With delivery centers and offices across North America and India, we take pride in building long-term relationships and delivering excellence through innovation, collaboration, and integrity.

Job Description

We are seeking a Production / Technical Support III to join our dynamic team. The ideal candidate will have strong experience in enterprise desktop support, request/ticket management, and customer-facing service delivery and a proven ability to manage MAC requests, mitigate operational risk, and resolve complex break-fix issues in fast-paced environments.

Responsibilities:

• Serve as a primary contact for email and phone inquiries and provide clear customer service to enterprise users.


• Consult on complex fulfillment and MAC (Move/Add/Change) requests and coordinate vendor engagement.


• Submit and track change management requests while adhering to risk and compliance standards.


• Use Remedy or similar ticketing tools to triage, route, and trigger corrective actions with support teams and vendors.


• Troubleshoot and resolve hardware and software issues across Windows 10/11, Microsoft Office Suite, Internet, GPO, printers, and core applications.


• Leverage command line and/or PowerShell to diagnose and remediate endpoint issues.


• Support mobility devices (iPhone/Android) as needed.


• Perform physical installations and deinstallations of desktops and large monitors, including cable management under desks.


• Maintain accurate documentation and follow-up on open issues to closure while meeting SLAs and performance targets.

Required Skills & Qualifications:

• Proficiency with Windows 10/11, Microsoft Office Suite, and enterprise desktop support tools.


• Strong analytical and troubleshooting skills across OS, Office, Internet connectivity, GPO, printers, and core apps.


• Experience with Remedy or similar ticketing/request management systems in high-volume environments.


• Command line and/or PowerShell knowledge for diagnostics and scripting.


• Excellent written and verbal communication with the ability to explain technical issues to non-technical audiences.


• Ability to manage multiple issues simultaneously and operate in a fast-paced setting between 7am-6pm local time.


• Large-scale enterprise support experience (500+ users).

Preferred Skills:

• Prior experience with MAC request management and change management processes.


• Knowledge of mobility platforms (iPhone/Android) and telecommunications environments.

Why BCforward?

At BCforward, we believe in advancing lives and careers. When you join our team, you gain access to:

• Competitive compensation and benefits


• Opportunities for growth with global clients


• A supportive, inclusive culture that values innovation and people


• Exposure to cutting-edge technologies and projects

About Our Commitment

BCforward is an equal opportunity employer. We value diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, or veteran status.

Interested? Apply Now!

If this sounds like the right opportunity for you, please apply with your most recent resume.