Desktop Infrastructure Engineer / IT Support Engineer (L1/L2)

Technical Support & Troubleshooting* Provide on-site technical support for desktops, laptops, printers, peripherals, and mobile devices* Diagnose and resolve hardware, software, and network connectivity issues* Perform equipment installations, configurations, and upgrades* Execute break-fix activities including hardware replacements and repairs* Support conference room technology, audiovisual equipment, and collaboration toolsService Delivery & Customer Experience* Respond to service requests and incidents in accordance with SLA requirements* Deliver white-glove service for executive and VIP users* Communicate technical information clearly to non-technical users* Provide on-site assistance during new hire onboarding and technology transitions* Ensure positive end-user experience through proactive communication and timely resolutionAsset & Inventory Management* Maintain accurate inventory of IT equipment and accessories* Perform asset tagging, tracking, and documentation in ServiceNow CMDB* Coordinate equipment staging, imaging, and deployment* Manage equipment refresh cycles and decommissioning activities* Ensure compliance with asset management policies and procedures Incident & Request Management* Log, track, and resolve incidents and service requests in ServiceNow* Escalate complex issues to appropriate support teams (L2/L3) with detailed documentation* Follow standard operating procedures and knowledge base articles* Contribute to knowledge base by documenting solutions and troubleshooting steps* Participate in incident and problem management processesCollaboration & Coordination* Coordinate with remote support teams, vendors, and other IT groups* Support technology rollouts, migrations, and specia

• Associate degree in Information Technology, Computer Science, or related field; or equivalent work experience

• 2+ years of experience in desktop support, field services, or similar technical support role

• Experience supporting Windows and Mac operating systems

• Familiarity with mobile device management (MDM) platforms (Intune, AirWatch, etc.)Technical Skills

• Strong knowledge of Windows 10/11, macOS, iOS, and Android platforms

• Proficiency with Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint)

• Understanding of Active Directory, DNS, DHCP, and network troubleshooting

• Experience with remote support tools and ITSM platforms (ServiceNow preferred)

• Hardware troubleshooting and repair skills for desktops, laptops, and peripherals

• Basic understanding of cybersecurity best practices and compliance requirementsSoft Skills

• Excellent customer service and interpersonal communication skills

• Strong problem-solving abilities with attention to detail

• Ability to work independently and manage time effectively

• Professional demeanor and ability to maintain confidentiality

• Flexibility to adapt to changing priorities and work schedulesRoles & Responsibilities