Desktop Support Engineer

The IT Desktop Support Engineer provides Tier 1 and Tier 2 support for ACCO computers and smartphone applications, manages desktop application installation, and responds to Help Desk requests. The role includes endpoint configuration, user account provisioning, troubleshooting, documentation, user training, and occasional travel to support job sites or remote office locations.

Location

Pasadena, CA (onsite)

Compensation

USD 28 to 33 per hour

Actual compensation is based on factors unique to each candidate, including job-related skills, depth of experience, certifications, relevant education or training, and specific work location, among other items.

Hours

• This is a non-exempt position.
• Workdays are scheduled Monday through Friday.
• Typically, work hours fall between 7:00 am and 5:00 pm as scheduled with the position’s supervisor.
• A minimum 30-minute and maximum 1-hour lunch break is included, along with two rest breaks.
• Occasional overtime may be necessary based on business needs.

Responsibilities

• Provide Tier 1 & 2 technical support to internal users located in offices and job site locations determined by IT leadership.
• Deliver strong customer service through phone, remote, and in-person support.
• Prioritize, troubleshoot, and resolve both simple and advanced issues with an emphasis on addressing root cause.
• Provision and deprovision Endpoint hardware and User Accounts, including Active Directory, VPN, and SaaS applications.
• Document standards, best-practice configurations, settings, and installation procedures according to IT standard methodology.
• Support office build-outs and expansion by coordinating logistics and required infrastructure.
• Work outside normal working hours when needed, including occasional weekends and evenings.
• Collaborate to streamline IT operations and use automation where possible.
• Train users on existing and new procedures.
• Perform other duties and responsibilities as assigned by the manager.

Core Job Description

The IT Desktop Support Engineer configures and supports ACCO’s computers and smartphone applications, installs and supports desktop applications, and responds to Help Desk calls. The role also supports purchasing, receiving, account and vendor relationships, inventory control, distribution, and repair or maintenance for desktop PCs, laptops, smartphones, and multimedia equipment. Building relationships with Field, Office, and Shop teams is required, including proactively identifying and resolving issues raised by those groups.

The position requires strong client interaction and communication, with an emphasis on using scripts and documentation. Occasional travel to job sites or remote offices is necessary.

Required Education

Degree in a related field or equivalent experience in Computer Information Systems.

Requirements

• Experience using enterprise Directory Service and endpoint management solutions (example: AD, SCCM).
• Experience with PowerShell scripting and SCCM Application packaging.
• Hands-on support experience with Windows, Android, and iOS platforms.
• Certifications in a related field (CompTIA or Microsoft a plus).
• Service-oriented mindset and drive to help others.
• Strong work ethic with urgency when resolving critical issues.
• Proficiency in Microsoft Office Suite applications.
• Ability to take ownership of problems and follow through until resolved.
• Ability to prioritize and manage multiple assignments in a fast-paced environment while meeting deadlines accurately and efficiently.
• Excellent communication and customer service skills.
• Ability to work in a standard office environment, including physical ability to lift packages, boxes, and equipment (5 to 50 pounds frequently) from the ground to above shoulder height.
• Ability to work after hours and/or on weekends as required.

Technologies

• Active Directory
• VPN
• SaaS applications
• PowerShell
• SCCM
• Windows
• Android
• iOS
• MS Office Suite

Physical Requirements

• May regularly lift and/or move up to 10 pounds, and occasionally lift and/or move up to 20 pounds.
• Specific vision abilities required, including close vision and distance vision, including color recognition.
• Ability to hear customers calling by telephone.
• Ability to sit for prolonged periods, stand, use hands for finger handling, reach with hands and arms, and talk or hear.
• Ability to walk and sit regularly.
• Regular attendance is required.