Desktop Support Engineer

The Desktop Support Engineer serves as a point of contact for end users and acts as a customer-facing onsite representative of the AHEAD IT Operations team.  A typical day will include responding to and troubleshooting user support incidents for endpoint hardware and software, fulfilling standard IT-related requests, and escalating issues to Tier 3 staff. Responsibilities also include provisioning and deployment of laptops and desktop applications, supporting applications, and maintaining office technology hardware.  

 
Our ideal candidate must be a collaborative team player that is comfortable supporting a remote workforce at all levels of the organization. Applicants should possess exceptional analytical, communication and follow-up skills along with a drive to learn and emphasis on customer support.  

  

 

• Serve as a point of contact for users seeking technical assistance, both in-person as well as remotely  

• Process and respond to incoming tickets to ensure courteous, timely, and effective resolution of incidents and requests  

• Troubleshoot and determine best solutions, providing accurate, thorough, and clear communication to users  

• Escalate unresolved issues to the appropriate level of the IT Operations team  

• Properly record incident actions and follow-up details into the IT ticketing system  

• Provide troubleshooting and technical support for Windows and macOS laptops  

• Provide troubleshooting and technical support for Microsoft 365 desktop and web applications  

• Provide troubleshooting and technical support for cloud applications and productivity tools  

• Provide on-site support for office technology, such as copiers, printers, wireless, Audio/Video Conferencing, phones, etc.  

• Assist with on-site troubleshooting and maintenance of office technology and infrastructure projects under the direction of the IT Operations team  

• Assist with the creation of user accounts and setting up new users  

• Assist with password resets, multi-factor authentication, and user account management  

• Create and maintain user-facing knowledge management documentation on procedures, solutions, and how-to guides  

• 3 - 5+  years in a desktop support role  

• Proficient technical support skills with Microsoft 365, laptop hardware (Windows 10, macOS) iOS and Android devices  

• Experience with ServiceNow or JIRA. 

• Prior exposure to remote support tools such as Bomgar  

• Experience with Mobile Device Management tools, such as Intune and JAMF 

• Capable of supporting  teleconferencing systems and communications tools such as Webex or Microsoft Teams  

• Ability to troubleshoot and support infrastructure such as wireless, multi-function copiers, AV, and networking (TCP/IP, DNS, etc.)   

• Technical troubleshooting and problem-solving capabilities  

• Organized and able to shift tasks as priorities evolve  

• Team-oriented collaborator willing to share knowledge and experience  

• Solid communicator with the ability to provide professional documentation  

• Must be able to be onsite in office 5 days per week 

  

 

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, assessing responses, or to capture recordings and create transcriptions or summaries during interviews. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans.

 

If you would like more information about how your data is processed, please refer to the Candidate Privacy Notice or contact us at privacy@ahead.com. 

 

You may opt-out of the review or analysis of your application and resume by AI tools by using the General Application. Please include the role you wish to apply for in the Additional Information field. You may also choose to opt-out of recording and transcription at any time, including after joining an interview.  Candidates will not be penalized for choosing to opt-out.