![]()
Desktop Engineer
Position Purpose
The Technical Support Specialist provides high quality, customer focused technical assistance to users across multiple locations. This role is responsible for installing, configuring, supporting, and repairing a wide range of technology systems and equipment. Additional responsibilities include infrastructure support, incident and problem management, project participation, and assisting senior team members with platform upgrades and deployments.
Essential Functions
- Respond to escalated support requests by diagnosing and resolving complex technical issues.
- Install, configure, and update hardware and software, including patches and system enhancements.
- Maintain compliance with organizational security requirements and workstation configuration standards.
- Configure and support network equipment for small office environments.
- Assist with application deployments through centralized desktop management tools.
- Assess technology needs at supported locations and request necessary equipment through inventory processes.
- Troubleshoot and resolve network connectivity and communications system problems.
- Provide technical support for audiovisual systems, meeting room technology, and web conferencing tools.
- Perform scheduled and unscheduled maintenance to correct system errors or malfunctions.
- Evaluate user needs and build, modify, install, or test technical solutions.
- Monitor incident trends, escalate major issues when identified, and contribute to problem management efforts.
- Support asset and inventory management activities in accordance with policy guidelines.
- Recommend improvements to workflows and service management tools to enhance service quality.
- Create and maintain technical documentation and provide user training when needed.
- Assist with onboarding and offboarding technology for multiple remote locations.
Non Essential Functions
- Participate in software rollouts using group policy.
- Work independently with minimal supervision, escalating only complex issues to senior staff.
- Assist with server installation and configuration tasks.
- Support router configuration and assist with PRI and analog line maintenance.
- Contribute to administrative tasks for collaboration platforms and productivity tools.
- Lift, carry, or move up to 50 lbs. of equipment as needed.
- Stand, walk, or work in confined spaces (such as under desks) for extended periods.
- Work evenings, weekends, and participate in on call rotations when required.
- Maintain a strong attention to detail and willingness to travel to remote sites.
Supervisory Responsibilities
Education & Experience Requirements
- Bachelor's degree or equivalent professional experience.
- At least six years of experience in a customer focused technical support or service role.
- Relevant industry certifications (e.g., Microsoft, Apple, ITIL, PMI) are a plus.
Knowledge, Skills & Abilities
- Strong written and verbal communication skills with the ability to interact effectively with diverse users.
- Customer friendly communication style with the ability to explain technical information clearly.
- Ability to prepare documentation, reports, and correspondence for technical and non technical audiences.
- Understanding of computing concepts such as memory units and binary values.
- Strong analytical and problem solving skills, with the ability to identify issues, gather data, and propose solutions.
- Ability to manage multiple tasks and long term projects concurrently, escalating when needed.
- Advanced knowledge of desktop operating systems and productivity software.
- Proficiency in networking fundamentals, including IP addressing, routing, DNS, and firewalls.
- Familiarity with email systems and protocols, mobile device synchronization, and related technologies.
- Working knowledge of Active Directory.
- Experience with virtualization technologies is beneficial.
- Comfortable working in a fast paced environment and capable of operating both independently and in a team.
- Strong commitment to delivering excellent customer service.
Performance Metrics
- Demonstrates a high standard of customer service and professionalism.
- Produces reliable, timely, and accurate work with strong end user satisfaction.
- Contributes to process improvements and adheres to departmental standards to enhance overall service quality.
All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance.
Never miss an opportunity! Create an alert based on the job you applied for.