Desktop Support Engineer

Role: Desktop Support Engineer

Location: Dallas TX (Hybrid)

Job Description Summary:

Desktop Support Engineer to support our GTS team with day-to-day endpoint and IT support activities, primarily to provide additional coverage while a team member is out.

Experience:

·        Minimum 3–5 years of relevant Desktop/Endpoint Support experience.

·        Hands-on experience supporting both Windows and Mac laptops is preferred.

Technology / Technical Requirements:

·        Windows 10/11 and Mac laptop support.

·        Laptop imaging, configuration, provisioning and deployment.

·        Laptop shipping, asset handling and refresh activities.

·        Microsoft Intune / Autopilot experience preferred.

·        ManageEngine Endpoint Central experience preferred.

·        Basic Microsoft 365, Entra ID/Active Directory and endpoint troubleshooting knowledge.

·        ServiceNow or similar ITSM/ticketing experience.

·        Troubleshooting of hardware, software, peripherals and connectivity issues.

·        Basic conference/meeting room and AV support.

Top Responsibilities:

1.      Windows & Mac Endpoint Support

·        Image, configure and provision laptops for new hires and existing users.

·        Laptop refreshes, replacements, shipping and asset-related activities.

·        Troubleshoot hardware, software and endpoint issues.

2.      End-User & Office Support

·        Provide hands-on support to employees coming into the office.

·        Troubleshoot desktops/laptops, monitors, docking stations, peripherals and other IT equipment.

·        Provide meeting room/conference room support and assist with AV-related issues.

3.         ServiceNow & Day-to-Day GTS Operations

·        Manage and resolve incidents and service requests through ServiceNow.

·        Follow up on tickets and ensure timely resolution and good customer experience.

·        Support other day-to-day GTS operational activities as required.

Other Requirements:

·        Strong customer service and communication skills.

·        Comfortable working directly with end users and providing hands-on support.

·        Good English communication skills.

·        Ability to work independently as well as collaborate with a global GTS team.

·        Good troubleshooting and problem-solving skills.

Ability to work in a fast-paced enterprise IT environment