Desktop Support Engineer

The Deskside Technician role supports end user computing at corporate locations, providing onsite Level 2 troubleshooting, repair, and preventative maintenance for EUC devices and related peripherals. This position focuses on resolving end user incidents and problems, installing and maintaining devices, and supporting printing, scanning, and mobile computing within defined service expectations.

Location and Work Arrangement

• Work location: In person, onsite
• Location: Ladson, SC

Employment Type and Pay

• Job type: Part time
• Employment type: Temporary / part time (as on need basis)
• Compensation: USD 23 to 25 per hour
• Pay: $23.00 - $25.00 per hour

Key Responsibilities

• Provide onsite operational and technical support to Authorized Users and meet specified SLAs
• Resolve incidents and problems related to EUC equipment
• Perform reactive troubleshooting to identify potential incidents or problems and take steps to reduce future occurrences
• Assist Authorized Users with connecting to the corporate network and coordinate access to LAN, print, and file services, including access to appropriate LAN segments
• Support WAN connectivity and user access to required resources
• Provide repair and maintenance for mobile devices
• Install, upgrade, and repair end user computing equipment, including desktops, laptops, monitors, and associated peripherals
• Deliver software break/fix services and support end users with replacement of non-warranty assets
• Support network printers and scanners, including configuration assistance for device setup, IP addressing, and direct TCP/IP output
• Provide warranty and break/fix support for networked printers and scanners
• Configure and support end users on mobile computing platforms
• Provide VIP support for equipment including desktop devices, mobile devices, display screens, video systems, docking stations, communication devices, direct attached printers, local printers, scanners, and wireless networking
• Create, change, and remove printer configurations and queues based on requests in accordance with SLAs
• Provide on-site hardware support for general troubleshooting across end user computing technologies
• Maintain regular, accurate, and timely feedback on customer requirements, including supervising assignments and ensuring timely communication with sales, operations, and branch office personnel
• Use a problem management database and systems to track and report customer calls and requests
• Communicate technical information to both technical and non-technical audiences
• Provide deskside support services as required

Requirements

• Experience: 4+ years of related work experience
• Sound knowledge of imaging tools, including Ghost, MDT, and SCCM
• Sound knowledge of data backup and recovery tools
• Installing, upgrading, and migrating to Windows 10 and Windows 11
• Deploying Windows 10/11 in large enterprises
• Configuring hardware and applications
• Configuring network connectivity and access to resources
• Configuring mobile computing
• Monitoring and maintaining systems that run Windows 10/11
• Configuring backup and recovery options
• Sound knowledge of ServiceNow
• Sound knowledge of macOS (JAMF also preferred)
• Sound knowledge of PC imaging via SCCM
• Certifications: A+ and MD-100
• Must be OK to work as a Backfill engineer on Need Basis only

Technologies

• Ghost
• MDT
• SCCM
• Windows 10
• Windows 11
• ServiceNow
• MAC OS
• JAMF
• AutoCAD
• NX
• AutoCAD/NX

Nice to Have

• Applications Support Engineering (AutoCAD/NX preferred for manufacturing/development)
• Mobile workstation support (high-end performance laptops)
• MFA/VPN troubleshooting (a plus)

Reporting Line

• Reports to: Client Services Manager

Additional Employment and Assignment Notes

• If provided a separate job description by a client, the incumbent will notify the immediate manager to ensure compatibility between ADSL and client documentation.
• The incumbent understands the “at-will” employment relationship applies to assignment of the incumbent to a client.
• A client may end the incumbent’s assignment at any time at the client’s discretion.
• Continued employment in the role is evaluated case-by-case based on ADSL’s business needs and the terms of the “at-will” relationship.