Desktop Support Engineer

Job Description

We are looking for a motivated Desktop Support Engineer I to join our team on a long-term contract basis in Arlington, TX 76011. In this role, you will contribute to the design, development, and enhancement of hardware systems and products, ensuring they meet industry standards and organizational goals. This is an excellent opportunity to work in a dynamic environment, addressing complex engineering challenges and collaborating with cross-functional teams.

Key Responsibilities:

System Maintenance:

Maintain and support a High Availability environment through best practices in virtualization and redundancy.

Perform ongoing system maintenance tasks, including software updates, backups, file maintenance, and recovery operations.

Conduct systematic reviews of critical updates on a weekly basis or in response to major threats or operational preparations.

Technical Guidance & Support:

Provide expert guidance to Tier 2 and Tier 3 support teams on resolving challenges and optimizing workflows.

Respond to and solve moderately complex technical support issues (dispatched through the Customer Support Center) related to both hardware and software problems.

Provide on-call, after-hours support (remote or on-site) for issues within the Production Operating Environment (POE), ensuring real-time software and system availability.

Escalate unclear solutions to lead or manager while adhering to escalation protocols.

Hardware & Deployment:

Deploy, configure, and support mobile devices, Dell laptops, desktops, and thin clients, ensuring readiness for end-users. This involves imaging devices with Windows 10/11 and conducting brief user tutorials.

Manage hardware procurement, deployment, support, and disposal. Task may include heavy lifting and moving equipment as necessary.

Perform various asset control tasks both on-site and off-site, maintaining accurate inventory records.

Documentation & Compliance:

Document resolutions to issues in the ServiceNow ITSM (IT Service Management) platform, ensuring adherence to predefined time-to-resolve standards.

Ensure workstations are compliant with security patches and requirements, actively troubleshooting any patch-related issues and reporting remediation to leadership.

Maintain detailed documentation of trouble tickets, patch deployments, and resolution steps to support IT and leadership reporting.

On-Site & Network Assistance:

Deliver hands-on support for network or system-related issues at the customer HQ site when required.

Required Qualifications:

Education & Experience:

Bachelor’s degree with 3+ years of relevant experience (or equivalent work experience in lieu of degree).

Technical Proficiency:

Proven experience preparing and deploying Dell laptops/desktops with Windows 10/11 images for production environments.

Experience using ServiceNow ITSM ticketing systems to resolve and document deskside support tickets.

Hands-on experience with end-user device troubleshooting and break/fix support for hardware and software issues.

Able to securely configure and deploy IT equipment according to compliance standards.

Skills & Competencies:

Strong Analytical and Troubleshooting Skills: Ability to diagnose patch-related and system issues.

Attention to detail to identify and resolve software bugs, security vulnerabilities, and inconsistencies.

Excellent documentation skills for tracking issues, resolutions, and system updates.

Exceptional communication skills, with a customer-service-oriented approach.

Preferred Qualifications (Nice to Have):

Relevant certifications (e.g., CompTIA A+, Security+, Network+, or Microsoft certifications).

Familiarity with governance frameworks like ITIL 4 Foundation (or willingness to certify upon hire).

Knowledge of tools and areas such as:

System administration and enterprise IT operations.

Patch deployment and validation.

Test automation frameworks.

Understanding of desktop/enterprise software testing environments.