Desktop Support Engineer

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

1.  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:
   

2.  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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Role: Engineer

Desired skills: Desktop management

Experience: 6 - 8 Years

Job function: TECHNOLOGY

Location: Phoenix, AZ

Salary range: $60,000–$65,000

Apply by: 2026-09-14 00:00:00