| Location | Phoenix, AZ |
| Salary | $60,000–$65,000 Per Year |
Desktop Support Engineer
Roles & Responsibilities
Onsite Desktop Technician Level 2 support at San Diego, Las Vegas, Westlake, CA and Irving Texas hub offices. The Desktop Support Technician is responsible for delivering high-quality, end-user support across the organization, with a strong focus on customer experience, VIP/executive support, and reliable technical service delivery. This role provides hands-on and remote support for hardware, software, and enterprise systems while ensuring minimal disruption to business operations. This position includes technical expertise with strong interpersonal skills, enabling them to deliver a "white-glove" support experience, particularly for executive leadership and high-priority users.
Service Tasks, Deliverables, and Assumptions: Vendor will provide the Services, including any inherent tasks, and deliver the Deliverables to Customer as described in each Service Task below. Notwithstanding any other Specifications, at a minimum all Deliverables provided by Vendor under this SOW will be of sufficient detail based on their description.
3.2.1 Service Task 1: Onsite Desktop Technician Level 2 support
Tasks: Vendor shall provide onsite Desktop Technician Level 2 support at San Diego, Las Vegas, Westlake and Irvine TX hub offices, including but not limited to the following activities:
Key Responsibilities
o Customer Service & End-User Support
§ Provide responsive, professional, and courteous technical support to all end users
§ Deliver a high-quality customer experience by communicating clearly and setting expectations
§ Maintain ownership of incidents and service requests from initiation through resolution
§ Ensure timely updates and accurate documentation within the ticketing system
o VIP / Executive Support
§ Provide white-glove technical support to executive leadership and VIP users
§ Anticipate and proactively address technical needs to minimize downtime
§ Maintain a high degree of professionalism, discretion, and urgency when handling executive requests
§ Support executive workstations, mobile devices, and conference room setups with minimal disruption
o Event & Meeting Support
§ Provide technical support for meetings, conferences, and special events
§ Set up and troubleshoot:
§ Conference room technology
§ Audio/visual systems
§ Collaboration tools (Teams, conferencing platforms)
§ Ensure smooth operation of technology during live events and quickly resolve issues as they arise
o Technical Troubleshooting (Hardware & Software)
o Diagnose and resolve issues related to:
§ Windows operating systems
§ Standard business applications
§ Network connectivity and user access
o Perform installation, configuration, and maintenance of desktops, laptops, and peripherals
o Troubleshoot and support:
§ Printers and secure print systems
§ Docking stations, monitors, and accessories
o Escalate complex issues to appropriate teams while maintaining ownership
o Endpoint & Device Support
o Support device lifecycle activities, including:
§ Imaging and device deployment
§ Hardware replacements and refresh programs
§ Onboarding/offboarding setup and equipment provisioning
o Ensure endpoints are configured according to enterprise standards
o Operational Support & Documentation
o Utilize ITSM tools (e.g., ServiceNow) to manage incidents, requests, and tasks
o Maintain accurate and complete ticket documentation for all work performed
o Follow established policies, procedures, and escalation processes
o Contribute to knowledge base articles and process documentation
Salary Range- $60,000-$65,000 a year
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