Overview
MasTec is a leading North American infrastructure engineering and construction company focused primarily on engineering, building, installation, maintenance and upgrade of communications, energy and utility and other infrastructure, such as: wireless, wireline/fiber; power delivery infrastructure, including transmission, distribution, grid hardening and modernization, environmental planning and compliance; power generation infrastructure, primarily from clean energy and renewable sources; pipeline infrastructure, including for natural gas, water and carbon capture sequestration pipelines and pipeline integrity services; heavy civil and industrial infrastructure, including roads, bridges and rail; and environmental remediation services. Our customers are primarily in these industries. Including our predecessor companies, we have been in business for over 95 years.The Desktop Support Engineer provides advanced technical support for end-user computing devices, peripherals, and applications. This role serves as the primary point of contact for Tier 2/Tier 3 escalations, ensuring timely resolution of hardware and software issues while maintaining a high level of customer satisfaction across MasTec's geographically distributed workforce.
Responsibilities
Key Responsibilities
- End-User Technical Support
- Provide Tier 2/Tier 3 desktop support for hardware, software, and peripheral issues via in-person, phone, remote, and ticketing systems.
- Troubleshoot and resolve issues related to Windows 11, Microsoft 365, printers, network connectivity, VPN, and enterprise applications.
- Perform root cause analysis on recurring issues and implement permanent fixes.
- Support executive/VIP users with white-glove, priority-level service.
Hardware Support & Management
- Set up, configure, deploy, and decommission desktops, laptops, monitors, docking stations, and mobile devices.
- Perform hardware diagnostics, repairs, and warranty coordination.
- Manage IT asset inventory including tracking, tagging, and lifecycle management.
- Support conference room AV equipment, video conferencing tools (Teams, Zoom), and collaboration devices.
Software Installation & Configuration
- Install, configure, and update enterprise software and business applications.
- Troubleshoot application compatibility issues and coordinate with application teams for resolution.
- Assist with OS imaging and re-imaging using SCCM/MECM, MDT, or Intune/Autopilot.
Security & Compliance
- Ensure all endpoints comply with MasTec security policies and standards.
- Support BitLocker encryption, antivirEDR tools, and endpoint hardening.
- Assist with patch management and vulnerability remediation on end-user devices.
- Enforce Multi-Factor Authentication (MFA) and password policy compliance.
- Identify and escalate potential security incidents to the Information Security team.
Microsoft 365 & Cloud Support
- Support Microsoft 365 suite (Outlook, Teams, OneDrive, SharePoint) for end users.
- Manage user accounts, group memberships, and permissions in Active Directory Manager and Azure AD.
- Troubleshoot email, calendar, and Teams connectivity and configuration issues.
- Assist with Intune device enrollment, compliance policies, and app deployments.
Ticketing & Documentation
- Log, track, and resolve incidents and service requests using ServiceNow.
- Meet or exceed SLA targets for response and resolution times.
- Create and maintain knowledge base articles, SOPs, and troubleshooting guides.
- Document hardware/software configurations and known issues for team reference.
On-Site & Field Support
- Provide deskside support at MasTec offices, project sites, and field locations as needed.
- Support new office setups, relocations, and cubicle moves.
- Assist with onboarding/offboarding processes including equipment provisioning and data migration.
Qualifications
Education: Associate's or Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent hands-on experience)
Experience: Minimum of 4 years of desktop support experience in an enterprise environment
Operating Systems: Strong proficiency with Windows 11 and OSX troubleshooting and configuration.
Microsoft 365: Hands-on experience supporting Outlook, Excel, Teams, OneDrive, SharePoint
Active Directory: Experience with AD users, Group management and password resets.
Hardware: Expertise in troubleshooting desktops, laptops, printers, docking stations, mobile devices.
Networking: Basic understanding of TCP/IP, DNS, DHCP, Wi-Fi, VPN troubleshooting
Ticketing System: Experience with ITSM platform ServiceNow.
Customer Service: Strong commitment to delivering excellent end-user support
Preferred Qualifications
Certifications: CompTIA A+, Microsoft 365 Certified: Modern Desktop Administrator (MD-100/MD-101), ITIL v4 Foundation
Imaging Tools: Experience with SCCM/MECM, MDT, Intune, Autopilot
Scripting: Basic PowerShell or batch scripting for task automation.
macOS Support: Experience supporting macOS devices
Mobile Devices: Experience with iOS/Android device support and MDM enrollment
Prior IT support experience in construction, infrastructure, or field services industries
Remote Support: Experience with remote support tools (TeamViewer, Teams Remote)
MasTec, Inc. is an equal employment opportunity employer. The Company's policy is not to unlawfully discriminate against any applicant or employee on the basis of race, gender, sex, sexual orientation, gender identity, color, religion, national origin, age, disability, genetic information, veteran status or any other consideration made unlawful by applicable federal, state, or local laws. The Company also prohibits harassment of applicants and employees based on any of these protected categories. It is also MasTec's policy to comply with all applicable state, federal and local laws respecting consideration of unemployment status in making hiring decisions.
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