Desktop Support Engineer

Eclaro - New York, NY

Full-time - Entry Level

New York, NY

Administrative and Support Services

About the position

The Desktop Support Engineer is responsible for providing timely responses and resolutions to requests and incidents for Mac and PC users. This customer-facing role requires strong interpersonal skills to maintain good relationships with users while troubleshooting and resolving complex hardware and software issues. The position demands creativity, adaptability to changing business needs, and the ability to present problems in a structured and professional manner, especially when interacting with senior executives.

Responsibilities

• Troubleshoot, diagnose, and resolve complex Mac/PC hardware and software issues with a primary focus on security.
• Responsible for enterprise Mac/PC client hardware/software standards and strategy.
• Support client OS, application, mobile, virus, and hardware issues for users.
• Lead and assist with root cause analysis related to Mac/PC computers and peripheral devices, and open tickets for end users.
• Interact with IT vendors and management to ensure solutions are provided for all escalating tickets.
• Independently resolve complex break/fix issues in person or via telephone.
• Provide White Glove technical support to onsite and remote C-Level Executives, including setting up AV Conference Room Calls.
• Write, maintain, and implement systems documentation for project/incident responses and recurring issues.
• Work on projects including Laptop Refresh, Asset Cleanup, OS Laptop Upgrade, and End User Desk Location Moves.

Requirements

• Experience with troubleshooting Mac and PC hardware and software issues.
• Strong understanding of security protocols for Mac/PC devices.
• Ability to interact professionally with senior executives and maintain good relationships with users.
• Experience with ticketing systems such as Heat Ticketing System.
• Familiarity with platforms and hardware including G-Suite, JAMF, BigFix, Cisco WebEx, Jabber, Apple mobile devices, Mac hardware, Dell Hardware, Android, and Active Directory.

Nice-to-haves

• Experience with AV Conference Room setups and support.
• Knowledge of enterprise client hardware/software standards and strategy.

Benefits

• Health insurance coverage.
• Professional development opportunities.