Desktop Support Engineer

Job Title:

Desktop Support Engineer

Job Type:

Onsite | 5 Days a Week

Duration:

7+ Months

Location:

Cincinnati, OH 45270

Position Overview:

We are seeking a skilled Desktop Support Engineer with a minimum of 7 years of experience in desktop management and infrastructure services. This role requires hands-on technical expertise in troubleshooting hardware, software, and network issues, as well as providing end-user support for desktops, laptops, mobile devices, and peripherals. The ideal candidate will be proficient in Windows 10/11, O365, Active Directory, and ITIL-based service management.

Key Responsibilities:

• Deliver break/fix support for desktops, laptops, and peripheral devices.
• Install, configure, and re-image end-user devices including desktops, laptops, and mobile equipment.
• Troubleshoot issues across Windows, Mac, and Android operating systems.
• Execute hardware refresh cycles and manage user data migrations.
• Provide remote and onsite technical support for local and global applications.
• Resolve incidents and service requests within defined SLAs using ITSM tools like ServiceNow or Remedy.
• Maintain and support printers, including setup, driver installation, and vendor coordination.
• Create and maintain documentation (SOPs, knowledge base articles, configuration guides).
• Coordinate with third-party vendors for hardware service and escalation.
• Provide technical support for onsite/offsite meetings, events, and emergency response scenarios.
• Collaborate with Level 3 teams on system maintenance, upgrades, and improvements.
• Support VOIP systems, basic networking, firewall troubleshooting, and application installations.
• Deliver second-level support and contribute to problem management processes per ITIL standards.
• Administer O365, Active Directory, DNS, Group Policies, and firewall configurations.

Required Skills & Qualifications:

• Minimum 7 years of experience in desktop support or IT infrastructure roles.
• Strong proficiency in:
• Windows 10/11, Mac OS, Android OS
• Office 365 administration and troubleshooting
• Active Directory, DNS, Group Policy
• LAN/WAN, Wi-Fi configuration, VOIP
• Experience with ITSM tools such as ServiceNow or Remedy.
• Solid understanding of PC hardware, enterprise software, and printing technologies.
• Excellent problem-solving skills and a strong customer service orientation.
• Effective verbal and written communication skills.
• Familiarity with ITIL practices and SLA-driven environments.
• Ability to work independently and within a team.
• Commitment to working onsite full-time (Monday to Friday).