Desktop Support Engineer L1 (Windows/Azure)

TL;DR

Desktop Support Engineer L1 (Windows/Azure): Providing first and second level technical support for end users through phone, web tickets, and in-person interactions with an accent on problem resolution and ticket management. Focus on configuring desktops/laptops, troubleshooting hardware/software issues, and maintaining technical documentation.

Location: Hybrid (Listed as remote, but requires working at client facilities and traveling to remote sites within 45 minutes of the home office)

Compensation: $21.00 - $25.00 / hour

Company

Strategic digital technology services provider specializing in managed services, cybersecurity, and cloud solutions for mid-market and enterprise organizations.

What you will do

• Resolve first and second level technical issues reported via phone, web tickets, or direct escalations.
• Perform imaging and configuration of desktops and laptops for Windows and MacOS.
• Maintain and update Help Desk documentation and internal knowledge base articles.
• Provide onsite "Walk-In" technical assistance and support for hardware, printers, and mobile devices.
• Collaborate with vendors to resolve complex technical issues within established SLAs.

Requirements

• 2-5 years of Help Desk support experience.
• 1-3 years of prior Customer Service experience.
• Proficiency in Windows 10/11, MS Office, Exchange/O365, and Azure/EntraID Active Directory.
• Basic knowledge of network technologies (LAN, WAN, wireless) and VPN clients.
• Ability to troubleshoot hardware issues with laptops, desktops, thin clients, and peripherals.
• Must be able to travel to remote sites within 45 minutes of the home office at least one day a week.

Nice to have

• Experience with Autopilot and Intune.