Desktop Support

We're conducting a confidential search for a Desktop Support Engineer on behalf of a global financial services organization based in Charlotte. You'll be the primary on-the-ground resource supporting the migration of a newly acquired firm into the parent company's IT environment - covering end-user onboarding, device imaging, application validation, and white-glove support across the migration weekend and beyond.

This role requires someone who can work autonomously, handle pressure during a fast-moving migration window, and deliver a first-class experience to users who expect nothing less. Travel to other offices (Los Angeles, Atlanta, New York) for pre-migration upskilling and deployments is required - flights and hotels are covered.

What You'll Own Pre-Migration (May - Early June)

• Information gathering, device configuration, and staging for migration weekend
• Network and AV fit-outs, meeting room installs, and peripheral testing
• Printer and endpoint validation across the office environment
• Travel to other sites (LA, Atlanta, New York) for upskilling and deployment preparation

Migration Weekend - June 13-14 (Critical)

• On-site for the full migration weekend - availability is a firm requirement
• Reconfigure printers to new network, roll out keyboards, mice, and webcams
• Image and validate laptops, log test results in ServiceNow
• Validate application launches and escalate complex issues to specialist teams
• Hours are standard daytime with flexibility to stay until the job is done - evenings are possible

Post Go-Live Support (June 15 Onward)

• White-glove desk-side onboarding for users transitioning to new laptops and services
• First and second-line issue resolution with warm handoff to specialist teams for complex tickets
• Log all activity in ServiceNow and contribute to documentation and knowledge base
• Provide feedback on recurring issues to support continuous improvement of IT services

Technical Requirements Must-Have

• Windows 11 support - hands-on, desk-side experience required
• Microsoft 365 (M365) - supporting applications and services across the suite
• Active Directory (AD) and Azure Active Directory (Azure AD) administration
• Intune - mobile device management and endpoint configuration
• iOS device support - comfortable configuring and troubleshooting iPhones and iPads
• ServiceNow - logging tickets, tracking issues, and documenting resolutions
• Comfortable with light physical tasks - plugging in laptops, equipment installs, peripheral setup

Nice to Have

• SCCM (System Center Configuration Manager) experience
• ITIL framework knowledge
• Experience supporting M&A migrations or large-scale IT rollouts

• Proven experience in a fast-paced, high-profile end-user support environment - you know how to handle executives and senior stakeholders with patience and professionalism
• Strong communication skills - you can translate technical issues into plain language and set realistic expectations under pressure
• Autonomous worker - you'll often be the primary on-site resource and need to make good decisions without hand-holding
• Calm under pressure - a migration weekend with a hard go-live date is not the environment for someone who needs a slow ramp
• Strong analytical and root cause analysis skills - you fix the problem, not just the symptom

• Contract term: up to 3 months; start date in May with primary activity in June
• Charlotte-based with travel to other offices in June for approximately one month (LA, Atlanta, New York)
• Normal hours: 8:00 AM - 5:00 PM; migration weekend may require extended hours into the evening