Senior Desktop Support Engineer

Job Title: Senior Desktop Support Engineer

Job Location: Redmond, WA

Job Type: Contract

Pay Range: $24.00hr - $29.00hr

Job Overview:

The Site Support resource is responsible for operations support for all endpoints and partnering with global support resources. The candidate will work under the guidance of organizational managers, and performance will be reported and managed through regular reviews.

Roles & Responsibilities:

• Technical Support: Provide onsite and remote assistance to identify and resolve issues with Windows, Mac OSX, Linux, iOS, and Android platforms. This includes troubleshooting hardware and software issues, resolving connectivity problems, and assisting with system configurations. This also includes coordination with the OEM vendor for warranty laptops and desktops.
• Cross-Platform Compatibility: Ensure compatibility and seamless integration between MAC and Windows systems, applications, and services to facilitate efficient workflow and collaboration among users.
• New Hire Induction: Ensure active participation in the New Hire indication program under the guidance of management.
• Tech Refresh: Execute tech refresh of eligible devices in line with organizational guidelines.
• User Training and Education: Conduct user training sessions and create educational resources to enhance users proficiency with MAC and Windows systems, applications, and productivity tools. This helps users leverage technology effectively and reduce reliance on IT support for common tasks.
• System Administration: Manage and maintain MAC and Windows systems, including performing software installations, updates, and configurations to ensure systems are up-to-date, secure, and optimized for performance.
• Asset Management: Track and manage hardware and software assets, including inventory management, license compliance, and asset lifecycle management for both MAC and Windows devices and applications.
• Site Support: Rack, network, power, and support servers, switches, APs, UPS units, and other equipment as needed with support of global IT specialist teams.
• Print Support: Partner with MFP providers and engineering to support site print services.
• Telecom Support: Partner with telecom engineering to support end-user communications services (Teams) and meeting room communication infrastructure.
• Hardware Procurement: Purchase new hardware and ensure it meets the organization s needs and budget according to the forecast.
• Proactive Tech Refresh: Forecast tech refresh counts, communicate with leadership, monitor hardware performance, and recommend upgrades as necessary to meet evolving needs.
• User Onboarding: Facilitate the smooth onboarding of new employees by setting up their Mac or Windows workstations as per established processes. Proactively monitor the New Hire list for the upcoming week, plan readiness, and raise shipping requests for remote locations.
• User Offboarding/Terminations: Follow up with departing users to collect equipment, provide equipment return instructions, wipe repurposed assets (eligible assets only), handle system processing (drive removal), and collaborate with the vendor for quarterly asset disposal.
• Asset Reconciliation: Perform monthly asset verification (cycle count) and extraction of assets from various tools based on established procedures.
• Incident Management: Respond to and resolve IT incidents reported by end users as per established processes.
• Application Support: Possess knowledge or willingness to be trained on responding to issues related to Enterprise and Business Applications such as JIRA, Confluence, ServiceNow, Multi-Factor Authentication Portal, Azure Active Directory, Active Directory, Microsoft Exchange (Hybrid), Office 365 apps, and cloud versus on-premise applications.
• Networking: Possess knowledge or willingness to be trained on basic networking concepts, including IP address validation, assigning static IPs to devices, and setting up remote desktop systems.
• Desktop Support: Possess knowledge or willingness to be trained on part replacements, GPU installations, and providing guidance on non-standard IT devices.
• Continuous Improvement: Continuously evaluate and improve IT services and processes based on user feedback and industry best practices.

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• Medical, Dental, and Vision Insurance
• 401(k) Retirement Plan
• Health Savings Account (HSA)
• Disability Insurance (Short-Term and Long-Term)
• Life and AD&D Insurance
• Paid Sick Leave (where required by applicable state or local law)
• Supplemental Insurance Plans
• Identity Theft Protection
• Pet Insurance
• Employee Wellness Programs
• Employee Assistance Program (EAP)
• Career Growth and Professional Development Opportunities