Desktop Engineer (Altiris)

This position is 100% remote

Key Responsibilities
Provide first-level technical support to end users via Microsoft Teams, email, or remote support tools.
Install, configure, and deploy Windows desktop operating systems (Windows 7 & Windows 10) using Altiris.
Troubleshoot and resolve desktop hardware issues involving systems from Dell and HP.
Assist end users with login issues, application setup, and network drive access.
Diagnose and resolve Citrix virtual desktop and application-related issues.
Deliver remote white-glove support for new computer system setup and onboarding.
Provide technical guidance and assistance to ensure minimal disruption to user productivity.
Document technical procedures, troubleshooting steps, and resolutions.
Escalate complex issues to higher-level technical teams when necessary.
Manage and prioritize multiple support requests while maintaining service quality.
Ensure timely and effective communication with users regarding issue status and resolution.
Deliver exceptional customer service with a professional and positive attitude.

Required Qualifications
Minimum 2+ years of experience in desktop support or technology support.
Experience deploying and configuring Windows 7 and Windows 10 using Altiris.
Experience troubleshooting desktop hardware (Dell, HP).
Strong time management and prioritization skills in a dynamic work environment.
Excellent communication and customer service skills.

Preferred Qualifications
Experience providing remote white-glove technical support for new system setup.
Experience with remote IT support tools and troubleshooting methodologies.
Experience writing technical documentation and support guides.
Familiarity with Office 365 applications.
Basic understanding of Smartsheet.
Experience supporting Citrix virtual desktop environments.
Retail or customer service background is a plus.