Desktop Support Engineer

We're looking for an experienced Desktop Support Engineer to join our growing global team!

Reporting to the IT Director, the Desktop Support Engineer will provide first—and second-level technical support to end users, facilitate employee onboarding and offboarding, coordinate on-site IT engagements, and administer licenses. The ideal candidate will be process-orientated and communications-focused.

Details and Functions

• Respond to the organization's technical support requests, new hire set-ups, and offboarding through a mix of remote and in-person support.
• Perform user account management and provisioning and assist with related queries such as password resets and group maintenance.
• Perform deep-level and root-cause analysis of problems encountered during the normal course of business and make suitable recommendations for remediation.
• Participate in testing new software and hardware technologies, create appropriate documentation for rollouts within the organization, and advise IT leadership on recommendations based on derived requirements.
• Provide ‘remote hands’ for Systems and Network Administrators as needed.
• Create and maintain detailed documentation of user queries, issues and resolutions, system processes and license audits.
• Contribute to automation and scripting programs to streamline repetitive tasks.
• Manage and Maintain equipment/asset inventory.
• Participate in on call rotation

You are passionate about technology and continuous learning. You are an excellent communicator and a natural problem-solver who can bring clarity to complex problems for non-technical individuals throughout the company. 

Additionally, you have:

• Demonstrated experience participating in complex projects, employing analytical skills to diagnose and develop effective solutions.
• Demonstrated ability to troubleshoot and resolve unfamiliar technical problems, making reasonable conclusions based on limited information.
• Ability to work with and communicate effectively with Remote Teams and Management groups to ensure communication is clear and consistent
• Good Understanding of Networking, Cabling, and TCP / IP and DNS
• 3+ years experience troubleshooting Microsoft Windows-based Operating Systems in an enterprise environment.
• 3+ years of experience maintaining and troubleshooting Office applications.
• 3+ years of experience troubleshooting MacOS in an enterprise environment
• 1+ years of experience working with Mobile Device Management solutions such as Microsoft InTune or similar
• Experience working in a service-orientated ticket-based environment
• Willingness to learn and adapt to a growing organization needs

Preferred / Optional Skills

• Experience working with CAD/CADD Applications such as AutoDesk and Bentley Products
• Experience with Powershell, Python, or other scripting languages
• Experience with Citrix Workspace, XenApp, Parsec, or Teradici
• Experience with Media environments (large video files/edits) a plus

Preferred Education / Certifications

• CompTIA A+
• Microsoft 365 Certified Fundamentals
• Candidates should have completed a college degree in a related computer support field or equivalent experience with technical troubleshooting and analysis

• Occasional travel to domestic and international destinations outside the United States is required.
• This is a hybrid role that requires at least two days a week in our studio location in Flatiron, New York City + on-call availability

Physical Demands

• Primarily walking, standing, and bending with some sitting, stooping, and kneeling.
• Ability to communicate effectively with verbal, visual, and listening skills.
• Close visual work on a computer terminal.
• Dexterity of hands and fingers to operate any required equipment and computer keyboard, mouse, and other technical instruments.
• Able to lift and carry heavy equipment, up to 50 pounds.
• Ability to climb ladders and work on a raised platform.
• Ability to comfortably use tools such as screwdrivers and pliers.