Desktop Support Engineer

Location: Malvern, AR Salary: $30.00 USD Hourly - $38.00 USD Hourly Description:
Job Summary

We are seeking a highly skilled Desktop Support Specialist to provide advanced technical support and infrastructure services across corporate, manufacturing, and warehouse environments. The ideal candidate will have extensive experience in desktop support, endpoint management, networking, server troubleshooting, and IT operations. This role requires strong problem-solving skills, customer focus, and the ability to lead technical initiatives while ensuring service excellence and adherence to SLAs.

Key Responsibilities

• Manage end-to-end incident resolution and service requests, including ticket ownership, documentation, customer communication, escalation management, and coordination with cross-functional IT teams to meet established SLAs and SLOs.
• Install, configure, troubleshoot, and support network devices and connectivity issues with minimal supervision.
• Deploy, maintain, and support desktops, laptops, mobile devices, peripherals, and other endpoint technologies across office, manufacturing, and warehouse environments.
• Utilize Microsoft SCCM, Intune, or similar endpoint management tools for operating system imaging, software deployment, patch management, and device provisioning.
• Create technical documentation, standard operating procedures (SOPs), and knowledge articles while providing training and guidance to team members.
• Manage and support Active Directory, user account administration, permissions, and security-related troubleshooting.
• Troubleshoot local server issues, including file and print services, application connectivity, authentication, and security-related incidents.
• Diagnose and resolve issues involving network printers, including Lexmark and Zebra devices.
• Execute and support Change Management processes, including creating, reviewing, and implementing change records in accordance with organizational policies.
• Lead infrastructure deployment projects across multiple locations, ensuring delivery within scope, budget, timelines, and quality expectations.
• Drive root cause investigations and Problem Management activities for recurring or high-impact incidents.
• Monitor infrastructure health using enterprise monitoring tools and provide recommendations for service improvements.
• Collaborate with managed service providers and third-party vendors to troubleshoot and resolve technical issues.
• Support handheld devices (HHUs), vehicle-mounted units (VMUs), and other operational technologies used in warehouse and manufacturing environments.
• Deliver exceptional customer service while building strong relationships with business stakeholders and end users.

Required Qualifications & Experience

• Bachelor's degree in Computer Science, Information Technology, or a related field preferred.
• Minimum 5+ years of experience in IT Support, Desktop Support, Infrastructure Support, or a similar role.
• Strong experience supporting Windows 10/11, Microsoft environments, desktop hardware, peripherals, and enterprise applications.
• Hands-on experience with Microsoft SCCM, Intune, Active Directory, and endpoint management solutions.
• Proven experience troubleshooting networking, server, printer, and workstation-related issues.
• Strong understanding of ITIL processes, including Incident, Problem, and Change Management.
• Experience leading technical projects and coordinating implementations across multiple business locations.
• Excellent verbal and written communication skills with the ability to train users and technical teams.
• Demonstrated ability to manage multiple priorities and deliver results in a fast-paced environment.
• Experience working with managed service providers and external vendors.

Preferred Qualifications

• Microsoft Certifications such as MCSA, MCSE, Modern Desktop Administrator, Endpoint Administrator, or equivalent.
• Experience supporting manufacturing, warehouse, and corporate office environments.
• Familiarity with monitoring and administration tools such as SCOM, SolarWinds, Active Roles Server, or similar platforms.
• Knowledge of project management methodologies and tools.
• Dell and HP hardware warranty repair and support certifications.
• Experience supporting Lexmark and Zebra printers, handheld devices (HHUs), and vehicle-mounted units (VMUs).

Key Competencies

• Advanced Troubleshooting & Problem Solving
• Customer Service Excellence
• Infrastructure & Endpoint Management
• Change & Problem Management
• Project Coordination & Execution
• Technical Documentation & Knowledge Sharing
• Vendor Management
• Team Collaboration & Leadership

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