Job Title: Desktop Support Engineer (Level 2) / Sr. Deskside Services Technician
Work Location: Helena, Montana & Chicago, IL (Day one Onsite)
Interview: Webex Hire
Duration: Long Term
Role Description:
We are looking for an experienced Desktop Support Engineer (Level 2) / Senior Deskside Services Technician to provide hands-on desktop, hardware, and end-user support in an enterprise IT environment.
The ideal candidate should have strong troubleshooting skills, experience supporting Windows environments, and the ability to resolve hardware and software issues efficiently.
Responsibilities
Respond to user requests through phone, email, chat, and ticketing systems in a helpdesk environment.
Own and resolve incidents and service requests through closure while ensuring timely support.
Troubleshoot, monitor, and maintain desktop hardware, laptops, and business applications.
Provide Level 2 deskside and remote technical support to end users.
Support new-hire workstation deployments, Return-to-Office (RTO) projects, and office relocation activities.
Perform network connectivity troubleshooting and provide control room support.
Handle hardware installations, moves, additions, and changes (IMAC).
Maintain hardware inventory at designated site locations and update inventory management tools.
Manage shipping, receiving, and tracking of IT assets.
Support remote employees by diagnosing technical issues and identifying root causes.
Assist with workstation imaging, configuration, deployment, and maintenance.
Collaborate with cross-functional IT teams to support business operations and project objectives.
Ensure first-call resolution wherever possible while managing multiple hardware-related issues.
Required Qualifications
3+ years of experience as a Desktop Support Engineer, Deskside Support Specialist, or Desktop Support Technician.
Strong hands-on experience with desktop and laptop hardware configuration, troubleshooting, and support.
Proficiency in troubleshooting Windows operating systems.
Experience with Active Directory and Microsoft Office 365 applications.
Hands-on experience with remote support tools.
Prior experience using ServiceNow ticketing systems.
Experience with workstation imaging and deployment (desktops/laptops).
Strong knowledge of VPN and VDI troubleshooting and support.
Experience providing enterprise-level end-user technical support.
Knowledge of network connectivity troubleshooting.
Experience supporting enterprise printers and related hardware issues.
Prior experience with corporate IT asset inventory management.
Ability to troubleshoot and resolve issues independently while multitasking.
Excellent communication, interpersonal, and customer service skills.
Ability to interact professionally with employees at all organizational levels.
Ability to lift up to 25 lbs.
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