Desktop Support Engineer

Axiom
Aventura, United States of America
7 days ago

Role details

Contract type
Contract
Employment type
Full-time (> 32 hours)
Working hours
Regular working hours
Languages
English
Experience level
Junior

Job location

Aventura, United States of America

Tech stack

Microsoft Windows
Microsoft Active Directory
Apple Mac Systems
JIRA
Dynamic Host Configuration Protocol
DNS
Virtual Private Networks (VPN)
Microsoft Office
Networking Basics
Software Deployment
TCP/IP
Information Technology
Laptops
Zendesk
User Administration
ServiceNow

Job description

The Desktop Support Engineer in a dispatch role is responsible for providing first and second-level technical support while also managing the efficient assignment and dispatch of service requests. This hybrid role ensures end-user issues are resolved promptly-either directly or by coordinating with other technicians-by triaging tickets, prioritizing tasks, and maintaining strong communication between IT and users.

You'll serve as the go-to technical resource for desktop support needs, ensuring the timely resolution of IT issues and smooth coordination among field technicians and internal teams., Technical Support

  • Provide on-site and remote support for desktops, laptops, printers, and mobile devices.
  • Troubleshoot and resolve issues related to Windows, macOS, Office 365, VPN, and networking.
  • Handle system setups, software installations, and hardware deployment.
  • Perform password resets, account unlocks, and general user account management. Maintain clear documentation of procedures, incidents, and resolutions.

Dispatch & Coordination

  • Monitor incoming service requests and assign tickets based on priority, location, and skill set.
  • Act as the central coordinator for all desktop support operations.
  • Track and follow up on open tickets to ensure timely closure and customer satisfaction.
  • Escalate complex issues to senior engineers or other IT teams as needed.
  • Maintain SLA compliance and prepare daily or shift handover reports.

Requirements

  • Associate or Bachelor's degree in IT, Computer Science, or related field (preferred).
  • 1-2 years of hands-on experience in desktop support or helpdesk environments.
  • Prior experience in IT dispatch or coordination is a strong plus.

Technical Skills

  • Proficiency with Windows and macOS environments.
  • Familiarity with Microsoft Active Directory, Exchange, and Office 365.
  • Experience using ITSM tools (ServiceNow, Jira, Remedy, Zendesk, etc.).
  • Basic networking knowledge (TCP/IP, DNS, DHCP, VPN).

Preferred Certifications

  • CompTIA A+, Network+, or Security+
  • Microsoft Certified: Modern Desktop Administrator Associate
  • ITIL Foundation (advantageous)

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