Job Description

Job Title: Desktop Support EngineerLocation: Houston, TX (Onsite)The Deskside Support Technician provides handson inperson technical support to end users at the corporate headquarters This role serves as the primary onsite resolver for hardware software and connectivity incidents that cannot be resolved remotely and acts as a key contributor to Field Services quality and the overall employee experience at HQKEY RESPONSIBILITIESProvide L2L3 deskside support for hardware software OS and peripheral issues across Windows and macOS environmentsManage and resolve escalated tickets from the service desk within defined SLASLO targets ensure accurate ticket hygiene and knowledge base KB updatesExecute device lifecycle activities imaging configuration deployment refresh and decommission aligned to zerotouch enrollment ZTE principles using Microsoft Intune andor JamfSupport onboarding and offboarding JML processes for HQbased employees including device provisioning and account readinessPerform breakfix and warranty coordination for enduser hardware laptops desktops peripherals monitors mobile devicesAdminister and troubleshoot M365 applications Outlook Teams OneDrive SharePoint and collaborate with the Desktop Engineering team on policy and configuration issuesMaintain asset inventory accuracy within the ITSM platform enforce asset tagging and audit complianceProactively identify recurring issues and contribute root cause findings to Problem ManagementSupport patch compliance and endpoint security posture in coordination with the Desktop Engineering teamContribute to continual service improvement CSI initiatives and document resolutions for reuse across the knowledge baseWhite Glove Executive SupportProvide dedicated highpriority technology support to Csuite VPlevel and designated VIP users proactively anticipate needs before issues ariseOwn the full device lifecycle for executive population prestaging configuration deployment and refresh with zeroimpact deliveryServe as the named point of escalation and white glove contact for EUS at HQ maintain discretion and professionalism at all timesConduct proactive device health checks and environmental sweeps for executive offices and highuse collaboration spacesCoordinate closely with Executive Assistants and Chiefs of Staff to align around travel events and tech readinessAudiovisual AV SupportManage and support all AV infrastructure across HQ conference rooms boardrooms allhands spaces and huddle rooms video walls projectors display systems microphonespeaker arrays room control panelsProvide handson support and preevent readiness checks for town halls board meetings executive briefings and largeformat eventsAdminister and troubleshoot Microsoft Teams Rooms MTR Zoom Rooms Cisco Webex and associated hardware Poly Logitech Crestron Extron BiampMaintain AV system documentation cable management standards and room configuration records manage vendor escalations for AV breakfixPartner with Facilities and IT Infrastructure on AV project deployments and room refresh initiativesMonitor AV room health proactively using room management platforms eg Logitech Sync DTEN or equivalentREQUIRED SKILLS EXPERIENCE4 years in an enterprise IT support role with demonstrated experience supporting senior stakeholders or executive populationsStrong AV system knowledge Microsoft Teams Rooms Zoom Rooms Webex and associated hardware platforms Poly Logitech Crestron or equivalentStrong working knowledge of Windows 1011 macOS and Active Directory Azure AD Entra IDHandson experience with Microsoft Intune Autopilot compliance policies app deployment andor JamfProficiency in M365 application support and administration basicsITSM tool experience ServiceNow Remedy or equivalent strong ticket documentation disciplineSolid hardware troubleshooting skills across Dell HP Lenovo Apple device families AV HardwareCustomerfocused mindset with professional communication skills suited to an executive environmentAbility to work independently prioritize concurrent incidents and manage time effectively in a fastpaced HQ settingPREFERRED QUALIFICATIONSMicrosoft Certified Modern Desktop Administrator Associate or equivalentITIL Foundation certificationExperience with DEX or observability tooling eg SysTrack Nexthink or similarFamiliarity with PowerShell scripting for endpoint automation and diagnosticsExperience supporting VDIAVD environments

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