IT Support Engineer

Job Title: Enterprise IT Support Engineer (Onsite – Mid-Level)

Location: Dallas, TX (Onsite from day 1)
Experience: 4–7 years

Role Summary

The Enterprise IT Support Engineer (Onsite – Mid-Level) provides hands-on technical support for end-user computing services across assigned locations. The role focuses on incident resolution, service request fulfillment, and maintaining stable desktop operations while working closely with the Onsite IT Support Lead and remote teams.

Key Responsibilities

• Provide onsite IT support for desktops, laptops, printers, scanners, peripherals, and mobile devices
• Support telephone systems, RSA tokens, VPN access, and Citrix connectivity
• Perform password resets and basic identity/access-related support
• Assist users with day-to-day IT issues to improve productivity and efficiency

• Monitor, update, and resolve tickets using GSEP and Ivanti LanDesk
• Handle L2-level incidents and service requests within defined SLAs
• Escalate unresolved or complex issues to the Onsite Lead or appropriate teams
• Ensure tickets are documented clearly with troubleshooting steps and resolution details

• Install, configure, and maintain desktop operating systems and enterprise applications
• Install and troubleshoot drivers for local and network printers and peripherals
• Support Microsoft Office, Outlook, browsers, and approved enterprise software
• Perform hardware troubleshooting and coordinate replacements when required

• Update user information in organizational systems as directed
• Support onboarding and offboarding activities (account setup, access changes, device readiness)
• Assist with user access updates for enterprise applications

• Support desktop-related IT projects, rollouts, and migrations
• Participate in planned maintenance and change activities
• Assist with site-level deployments and refresh activities

• Maintain accurate ticket updates and basic documentation
• Follow SOPs, runbooks, and standard support processes
• Work closely with onsite lead, remote teams, and other IT towers

Required Skills & Qualifications

• Strong experience in enterprise desktop and end-user IT support
• Hands-on knowledge of:
• Windows OS and Microsoft Office
• Citrix (connectivity support)
• RSA tokens and VPN
• Ivanti LanDesk
• Apple iOS and Android devices
• Printers, scanners, and peripherals
• Good troubleshooting and communication skills
• Ability to manage multiple tasks in a fast-paced environment
• Strong customer service mindset

Role Scope & Boundaries

This role provides onsite L2 support for enterprise end-user services. It does not include infrastructure ownership, application development, or backend system administration but works closely with those teams to ensure smooth end-user operations.