Desktop Support Engineer

---

Job description

Job Title: Desktop Support Engineer

Work Location: Dallas, TX (onsite)

Duration: Full Time

Education/Experience Required: Must be proficient in installing and troubleshooting Microsoft OS, O365 Suite, Microsoft collaboration tools (Teams, SharePoint) as well as other collaboration tools such as Box.

Job Description & Responsibilities:

Perform onsite advanced support duties that require independent initiative and judgment, including troubleshooting, parts replacement, system upgrades, advanced deployment, and repair on end user devices, including but not limited to desktops, laptops, printers, plotters, wide format scanners, and other peripherals.

Support remote retail and office sites which include virtual devices and Point of Sales (POS) hardware.

Work with vendors and other support teams to resolve issues.

Provide support for video conference (I.e., Teams Rooms), mobile devices (Android and iOS) and IP telephony (VOIP) systems.

Provide feedback to the end-user services team on technical process issues to improve overall service delivery.

Coordinate with end users on expectations and availability to conduct services.

Proactively identify potential issues that could adversely impact customer experience and follow through on action steps.

Escalate issues that impact the customer or entire operation at the site.

Other support activities include researching and recommending solutions.

Write, review and maintain knowledge base for administration tasks, installation and configuration of software and hardware, and troubleshooting.

Mentor junior team members.

Provide after-hours support, including weekends, on an on-call rotational basis.

Skills & Qualifications:

Must be proficient in installing and troubleshooting Microsoft OS, O365 Suite, Microsoft collaboration tools (Teams, SharePoint) as well as other collaboration tools such as Box.

Experience with Desktop/Laptop PXE boot imaging process using industry standard tools such as SCCM, Tanium, Etc.

Must have basic knowledge of ITIL and have worked with an industry standard ITSM tool (i.e. Helix, ServiceNow, Remedy, Cherwell, HEAT).

Troubleshooting and resolving Citrix/VDI client issues.

Working knowledge of Active Directory and network connectivity with TCP/IP, DNS, WINS, DHCP, wireless, and basic VoIP phone administration.

Able to read and understand technical manuals, procedural documentation, and OEM guides.

Ability to conduct research into PC issues and products as required.

Ability to follow processes, learn quickly, and interact with a diverse population in a corporate environment providing excellent customer support.

Excellent verbal and written communication skills.

Ability to multi-task and set priorities.

Work independently with minimum supervision and work under pressure and maintain composure.

Collaborating with team members and leadership, implementing great support processes, procedures, and documentation.

Identifying opportunities for business enablement through smart use of technology such as proactively using existing systems to identify and resolve potential issues before they arise.

Ordering, receiving, tracking, and issuing hardware, software, and peripherals to end users.

Writing clear, concise technical documentation for team members.

Ability to bend, lift, and carry up to 50lbs. Extensive walking throughout the campus is required daily.

Required Experience:

High School Diploma.

Associate's degree or bachelor's degree in Computer Science or related technology background strongly preferred.

Minimum of 3 years of IT desktop support.

Industry standard IT certifications (A+, Microsoft Office, MCP) a plus.

For more information or to view other opportunities, visit us at

Paladin Consulting is an EEOC employer.

<!– job description page –>