Desktop Support Technician

Mac Book experience
In-tune Azure experience
They will be going to internal users' desks to fix phones, laptops and hardware.

Job Summary
The Device Support Engineer - Level I provides first-line, in-person and remote technical support for company end
users while delivering professional, responsive, and customer-focused service. This role troubleshoots Windows,
macOS, mobile, peripheral, network access, collaboration, and business application issues; supports device
deployment and lifecycle activities; and ensures all work is accurately documented, communicated, and resolved
through ServiceNow in alignment with IT service management standards.
The role supports a modern endpoint environment that includes Microsoft 365, current Windows versions, Microsoft
Intune, Microsoft Entra ID, remote assistance tools, and cloud-based device management. The engineer is expected to
follow documented procedures, protect company data, escalate appropriately, and contribute to knowledge
documentation and continuous improvement.

Tools & Technologies

ITSM and Knowledge- ServiceNow incidents, service requests, tasks, approvals,
dashboards, surveys, and knowledge workflows
Endpoint Platforms- Windows current versions, macOS, iOS/iPadOS, Android, laptops,
desktops, tablets, and shared or specialty devices
Endpoint Management- Microsoft Intune, Windows Autopilot, Endpoint Privilege Management,
Remote Help or approved remote assistance tools, MECM/SCCM
where applicable
Identity and Access- Microsoft Entra ID, Active Directory, MFA, device join status, group membership, and conditional access troubleshooting
Productivity and Collaboration- Microsoft 365, Outlook, Teams, OneDrive, SharePoint, Office apps,
Edge, Chrome, Copilot and business line-of-business tools
Security and Compliance- Microsoft Defender for Endpoint basics, BitLocker, device
compliance, patch awareness, least privilege, and data protection
practices
Hardware and Facilities Support- Docking stations, monitors, printers, scanners, network drops, Wi-Fi
validation, conference room devices, and office move support

Experience & Education
• Minimum of 3 years of in-person Desktop Support, Device Support, or Support Center experience in a corporate
environment.
• Proven experience supporting end-user desktops, laptops, mobile devices, peripherals, collaboration tools, and
business applications.
• Hands-on experience using ServiceNow or a comparable ITSM platform to log, update, communicate, escalate,
and close incidents and service requests.
• Working knowledge of Windows current versions, Microsoft 365, Microsoft Teams, Outlook, OneDrive, SharePoint,
browsers, Copilot and common enterprise applications.
• Exposure to Microsoft Intune, Microsoft Entra ID, Active Directory, device compliance, endpoint security, and
modern device deployment is preferred.
• Bachelor's degree, technical certificate, or equivalent experience in Information Technology, Computer Science,
Information Systems, or a related field preferred.
• CompTIA A+, Network+, Microsoft 365, Microsoft Endpoint Administrator, ITIL Foundation, Apple, or equivalent
certifications preferred.


Key Responsibilities
End-User Support
• Serve as a primary point of contact for end-user incidents and service requests through approved channels,
including phone, ServiceNow, email, Teams, and walk-up support as applicable.
• Provide Tier 1 support for Windows current versions, macOS, laptops, desktops, mobile devices, docking stations,
monitors, printers, scanners, headsets, conference room peripherals, and other endpoint equipment.
• Troubleshoot Microsoft 365 applications and services, including Outlook, Teams, OneDrive, SharePoint, Office
apps, Edge, Chrome, and user collaboration workflows.
• Communicate technical information clearly to users with varying technical skill levels and provide timely updates
until resolution or escalation.

White-Glove and Executive Support
• Provide white-glove support for executives, VIP users, and high-priority business areas with professionalism,
discretion, urgency, and strong ownership from initial contact through resolution.
• Deliver proactive communication, timely status updates, and clear follow-through for sensitive or high-visibility
issues, ensuring users and leadership remain informed as appropriate.
• Prepare and validate equipment, conference rooms, collaboration tools, mobile devices, and remote access needs
for executive meetings, travel, presentations, and critical business events.
• Escalate VIP-impacting issues quickly through the proper channels while maintaining ownership, documenting
actions in ServiceNow, and coordinating with DSS leadership or technical teams until the issue is resolved.
ITSM, Documentation, and Communication
• Accurately document, update, and close incidents and service requests in ServiceNow with clear troubleshooting
steps, user communication, resolution notes, asset details, and escalation history.
• Prioritize daily work to meet SLA, response, time-to-close, customer satisfaction, and queue management
expectations.
• Create, improve, and follow knowledge articles, standard operating procedures, checklists, and known-error
documentation for recurring issues.
• Escalate unresolved or high-impact issues through ServiceNow using documented procedures, proper assignment
groups, and complete troubleshooting notes.
Modern Endpoint Management and Security
• Assist with device provisioning, imaging, Windows Autopilot, application deployment, workstation refreshes, new
hire setups, loaner devices, and hardware replacement activities.
• Support endpoint management activities using Microsoft Intune, MECM/SCCM where applicable, Apple
management workflows, compliance policies, application assignments, and device configuration profiles.
• Assist with endpoint security tasks such as BitLocker validation, Microsoft Defender for Endpoint health checks,
local admin reduction, patch compliance awareness, and secure remote support practices.
• Support user access and device-related identity tasks involving Microsoft Entra ID, Active Directory, MFA, password
resets, group membership validation, and conditional access troubleshooting within approved permissions.
Operations, Projects, and Continuous Improvement
• Support DSS projects and operational initiatives such as Windows 11 upgrades, device lifecycle refreshes,
encryption changes, application rollouts, office moves, conference room checks, and storage room organization.
• Follow policies and procedures for asset tracking, inventory handling, device deployment, device
decommissioning, shipping/receiving, data protection, and equipment disposal.
• Use approved automation, reporting, remote assistance, and AI-assisted tools responsibly to improve
troubleshooting, documentation quality, and support efficiency while protecting confidential information.
• Cross-train with team members, share technical findings, participate in continuous improvement discussions, and
remain flexible to meet team or project needs, including occasional evenings or weekends.

Metrics for Success
• Customer satisfaction results and qualitative feedback from ServiceNow surveys and direct customer interactions.
• Quality and consistency of white-glove support for executives, VIP users, and high-priority business areas, including
responsiveness, professionalism, discretion, communication, and follow-through.
• SLA adherence, response time, time to close, ticket aging, reassignment quality, and queue hygiene tracked in
ServiceNow.
• Quality of ticket documentation, including clear troubleshooting notes, user communication, asset details, and
resolution accuracy.
• Contribution to knowledge articles, SOPs, team checklists, and repeatable support processes.
• Successful completion of assigned device deployments, lifecycle tasks, project work, and team operational duties.
• Adherence to security, asset management, data protection, escalation, and communication standards.


Core Competencies
• Customer-first service mindset with a professional and calm approach.
• Integrity, discretion, and ethical handling of company and user data.
• Strong attention to detail, especially in ticket system documentation and asset handling.
• Clear verbal and written communication with users, peers, vendors, and escalation teams.
• Organization, prioritization, ownership, and follow-through in a high-volume support environment.
• Technical curiosity, problem-solving discipline, and willingness to learn modern endpoint technologies.
• Adaptability to changing tools, standards, projects, business needs, and support processes.
• Teamwork, accountability, cross-training, and active participation as a DSS team member.
Work Environment
• Primarily in-person, end-user-facing support role in a fast-paced corporate office environment.
• Combination of desk-side support, walk-up support, device preparation, limited remote assistance, and project
support.
• May require movement between office areas, conference rooms, storage rooms, shipping stations, and user
workspaces.
• Occasional lifting, moving, unpacking, racking, or staging of equipment up to 50 lbs.
• Occasional after-hours, weekend, or schedule-adjusted work may be required for planned maintenance, large
deployments, office moves, or urgent business needs.