Desktop Support Engineer

Job Description

Description

Nuix creates innovative software that empowers organisations to simply and quickly find the truth from any data in a digital world. We are a passionate and talented team, delighting our customers with software that transforms data into actionable intelligence.

We collaborate to provide innovative solutions for more than 2,000 customers in over 75 countries. Our customers include many of the world’s top financial institutions, corporations and government departments, all major global regulatory agencies, leading security and law enforcement agencies, and all tier-one advisory firms and litigation support vendors. We offer a truly unique place to work, with passionate people who believe in our vision and mission, and exciting opportunities for those who seek them. Are you ready to be part of a global team that is changing how eDiscovery, information governance, forensic and electronic investigations are being conducted around the world?

What you will be doing:

The Desktop Support Engineer is responsible for providing technical assistance and support to end-users for desktops, laptops, peripherals, and software applications. The role involves diagnosing, resolving, and documenting IT incidents, as well as assisting with the setup, configuration, and maintenance of computer systems. The Desktop Support Engineer reports to the IT Support Manager and plays a crucial role in ensuring the smooth operation of end-user computing environments.

This position will be based in our Herndon, VA office. The candidate is required to attend the office a minimum of 4 days per week, but may voluntarily elect to work either remotely or from the Herndon office for the remaining 1 days of the week.

Key Responsibilities

Provide timely and effective technical support to end-users, responding to and resolving IT incidents and service requests.

Install, configure, and maintain hardware, software, and peripherals, ensuring compatibility and optimal performance.

Diagnose and troubleshoot hardware and software issues for desktops, laptops, printers, scanners, and other end-user devices.

Setup and deployment of new desktops, laptops, and software applications for end-users.

Collaborate with other IT teams to escalate and resolve complex technical issues.

Maintain accurate records of IT incidents and service requests, tracking progress and resolution status in the IT service management system.

Educate end-users on IT best practices, procedures, and self-help tools to improve their overall computing experience.

Follow standard operating procedures (SOPs) and adhere to IT policies for incident management and service delivery.

Keep abreast of the latest hardware, software, and security updates to ensure a secure and up-to-date computing environment.

Participate in IT projects related to desktop infrastructure upgrades, migrations, and rollouts.

Proactively identify opportunities for process improvements and contribute to enhancing the overall efficiency of the desktop support function.

Skills, Knowledge and Expertise

Tertiary qualification in Computer Science or related field, or relevant experience.

2-4 + years experience in similar role

Ability to work onsite 4 days in our Herndon, VA office

Ability to travel as needed to other US offices: Pittsburgh, PA and/or Conshohocken, PA.

Strong technical proficiency in diagnosing and resolving hardware and software issues for Windows and Mac platforms.

Knowledge of desktop operating systems (e.g., Windows 10, macOS) and common productivity applications (e.g., Microsoft 365, Adobe).

Familiarity with desktop management tools, remote support, and IT service management.

Excellent problem-solving and analytical skills, with a detail-oriented approach to issue resolution.

Strong communication and customer service skills to interact effectively with end-users at all levels of the organization.

Ability to work independently and prioritize tasks in a fast-paced environment.

Ability to travel inter-country and globally if required

Nuix is on an incredible journey of transformation, aligning our strengths with our ambitions to pursue greater opportunities. To find out more about who we are and what we are doing, please visit our web page.

As we expand our global team and extend our skills and expertise, we are unified as one Nuix team guided by our shared values.

Nuix Vision

Finding Truth in a Digital World.

Nuix Mission Statement

Nuix creates innovative software that empowers organizations to simply and quickly find the truth from any data in a digital world. We are a passionate and talented team, delighting our customers with software that transforms data into actionable intelligence.

Nuix Values

TAKEOWNERSHIP_AND FOLLOW UP

RESILIENT_WE LEARN FROM THE PAST AND ARE OPTIMISTIC ABOUT TOMORROW

UNAFRAID_TO DO THE RIGHT THING, QUICKLY

TEAM NUIX_FIRST AND FOREMOST

HERO OUR CUSTOMERS_AND INNOVATE FOR THEM

We believe in these principles and seek to weave them into the fabric of our daily work at Nuix. In doing so, we co-create a dynamic and purposeful company culture that we can be proud of and want to belong to.

**Nuix is an Equal Opportunity Employer**