Desktop Support Engineer

Position Overview

The Desktop Support Engineer role, based in Buffalo, NY, is a Fulltime position focused on providing on‐site “Break Fix” support, desk side assistance, and comprehensive technical troubleshooting for hardware/software issues. The candidate will diagnose and repair desktop equipment while coordinating with OEM vendors and ensuring timely incident resolution.

Key Responsibilities

• Provide “Break Fix” support by diagnosing and repairing IT Onsite Desktop hardware/software issues, including component replacement or equipment configuration.
• Coordinate with OEM vendors regarding faulty or new hardware requirements.
• Handle “IMAC” (Install, Move, Add, Change) tasks including equipment configuration, installation for new users, relocation, upgrade, and software de-installation.
• Deliver “Desk Side Support” by providing physical assistance at the end user’s desk to quickly resolve IT related issues.
• Manage incident resolution for endpoint devices (laptop, desktop, mobile) and assist with hardware issues for monitors and printers, coordinating on a best effort basis with OEM vendors.
• Provide hands and feet support for video conferencing equipment and rooms, coordinating with resolver teams or OEMs when additional support is needed.
• Document ticket information using the ITSM tool.
• Troubleshoot and resolve advanced issues across various endpoints including laptops, desktops, kiosk machines, and mobile/tablets.
• Deploy and configure new hire equipment both manually and through automated tools.
• Deploy and troubleshoot Windows-based and Mac-based workstations in a corporate environment using tools such as Autopilot, Microsoft Intune, and JAMF.
• Handle hardware and software provisioning, including check-in and check-out procedures.
• Coordinate with other IT groups to meet committed SLAs and deliver world-class customer service.
• Communicate technical solutions to non-technical users in clear, simple language.
• Occasionally move/lift IT gear (PCs and laptops), which may involve less than 4 hours of effort per location per month (e.g., moving a PC between floors).
• Oversee the uplift and reimaging of departing employee equipment and update the asset management system/CMDB accordingly.
• Maintain asset management system/CMDB in line with the Joiner, Mover, Leaver process.