We are an MSP Mentor Top 100 company looking for an experienced Desktop Support Engineer to join our On-Site Depot Support Services group (this is not a remote work position). The successful candidate is a well-organized, disciplined, self-motivated IT generalist who enjoys working with people as much as he or she enjoys working with technology, servers, and applications. Job Description The Desktop Support Engineer’s tasks and responsibilities include: - Set up and configure laptops according to SOP.as part of our Depot Services Team
- Help keep track of the inventory/Lifecycle management of client-owned equipment.
- Setup, Configuring, Packaging, and Shipping devices to users/clients as part of Device setups or replacements.
- Reclaiming devices and updating inventory accordingly
- Technical support for desktops using Microsoft Windows or MacOS
- Systems support for various Microsoft products, third-party software, and cloud applications.
- Provide support for high-level system and network issues, including performance or outages
- Technical support at the network level: WAN and LAN connectivity, firewalls, and security.
- Remote access solution implementation and support, including VPNs and Remote Desktop Services.
- Provide recurring maintenance and end-user support.
- Manage multiple issues concurrently with successful results.
- Effectively track status and time in the ticketing system.
- Update technical documentation as needed
- Troubleshoot and manage escalations from the help desk, project team, and managed services group.
- Regular communication with clients, informing them of incident progress, upcoming changes or agreed outages.
- Taking support calls live for immediate triage.
Skills /Experience Desired - At least 3 years of IT experience in a support role or related area.
- Intermediate skills with Microsoft technologies, including AD, Group Policies, Office 356, Exchange, and Microsoft Hyper-V
- Solid network troubleshooting skills: TCP/IP concepts and LAN/WAN issues.
- Packaging, Shipping, and Logistics experience
- Experience troubleshooting issues related to DHCP & DNS.
- Experience and familiarity with firewalls, routers, managed switches, wireless controllers, and WAPs.
- Working knowledge of Cisco, SonicWALL, Sophos, and Meraki appliances.
- Familiarity with a broad spectrum of on-premises/Cloud disaster recovery systems.
- Experience with malware remediation.
- Experience with AV and AM products, including Sophos, ESET, Malwarebytes, and others
- Knowledge in all supported Microsoft Desktop Operating Systems Windows 10+
- Knowledge in all supported Microsoft Server Operating Systems 2008-2019.
- Strong oral and written communication skills.
- Ability to switch tasks frequently.
- Experience with ConnectWise and DattoRMM, a significant advantage.
- Mac/iOS Experience is desirable but not required.
This is a full-time, permanent position. Benefits include Medical and Dental healthcare, short and long-term disability insurance, and 401K programs. We are looking for a long-term employee who will grow with the company. This position is in the Westfield, MA, area. Travel to our local office will be required. Please only apply if you are in the Western Mass area or plan to move to the area. Please note that this position will be dedicated to working with customers operating under U.S. export control rules (including ITAR). As a result, this position may include access to technology and/or software source code that is subject to U.S. export controls, including restrictions on who may have access. The Company may choose not to apply, or may be unable to apply, for a license as to any applicants whose access to export-controlled technology or software source code may require authorization. Accordingly, you will be required to provide information regarding your citizenship and immigration status that is relevant for determining whether you could work in the position without a license authorizing your access, and we may decline to proceed with any applicant whose ability to fill the position would depend on such a license.
Integrated IT is an Equal Opportunity Employer. Comark does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.
Integrated IT participates in E-Verify and will provide the federal government with Form I-9 information to confirm that employees are authorized to work in the U.S.
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