Role: Desktop Support Engineer
Location: Dallas TX (Hybrid)
Job Description Summary:
Desktop Support Engineer to support our GTS team with day-to-day endpoint and IT support activities, primarily to provide additional coverage while a team member is out.
Experience:
· Minimum 3–5 years of relevant Desktop/Endpoint Support experience.
· Hands-on experience supporting both Windows and Mac laptops is preferred.
Technology / Technical Requirements:
· Windows 10/11 and Mac laptop support.
· Laptop imaging, configuration, provisioning and deployment.
· Laptop shipping, asset handling and refresh activities.
· Microsoft Intune / Autopilot experience preferred.
· ManageEngine Endpoint Central experience preferred.
· Basic Microsoft 365, Entra ID/Active Directory and endpoint troubleshooting knowledge.
· ServiceNow or similar ITSM/ticketing experience.
· Troubleshooting of hardware, software, peripherals and connectivity issues.
· Basic conference/meeting room and AV support.
Top Responsibilities:
1. Windows & Mac Endpoint Support
· Image, configure and provision laptops for new hires and existing users.
· Laptop refreshes, replacements, shipping and asset-related activities.
· Troubleshoot hardware, software and endpoint issues.
2. End-User & Office Support
· Provide hands-on support to employees coming into the office.
· Troubleshoot desktops/laptops, monitors, docking stations, peripherals and other IT equipment.
· Provide meeting room/conference room support and assist with AV-related issues.
3. ServiceNow & Day-to-Day GTS Operations
· Manage and resolve incidents and service requests through ServiceNow.
· Follow up on tickets and ensure timely resolution and good customer experience.
· Support other day-to-day GTS operational activities as required.
Other Requirements:
· Strong customer service and communication skills.
· Comfortable working directly with end users and providing hands-on support.
· Good English communication skills.
· Ability to work independently as well as collaborate with a global GTS team.
· Good troubleshooting and problem-solving skills.
Ability to work in a fast-paced enterprise IT environment
