IT Desktop Support Engineer

The IT Desktop Support Engineer role focuses on on-site end-user computing support, asset lifecycle management, VIP and field assistance across customer facilities, with incident resolution and ServiceNow-based coordination.

Responsibilities

• Support the Standard Operating Environment image for the Customer's standard workplace devices in line with Customer standards.
• Manage timely installs, moves, adds, and changes for all supported devices and software across all customer sites.
• Use request data and reports to verify on-time device delivery for projects and other requests.
• Perform manual SOE image deployment where required.
• Provide hardware and software incident resolution for supported devices, including dispatch and leveraging vendor warranties where possible at customer sites.
• Conduct physical support activities for all hardware at customer facilities, including on-site stock management for receiving and decommissioned devices.
• Execute soft asset disposal of old equipment.
• Coordinate with the client hardware disposal vendor for disposal of retired hardware.
• Maintain the Asset Management system reflecting device movement and deployment.
• Deliver dedicated desk-side support for selected end users as described in the service description.
• Provide onsite 12x5 VIP desk-side support at designated customer facilities.
• Ensure VIP support personnel are reviewed and approved before assignment.
• Offer an enhanced level of service with higher priority for VIP tickets and incidents.
• Support VIP onboarding and offboarding activities for end users.
• Assist VIPs at executive events such as board meetings and investor calls at hotels and customer sites.
• Update the IT service management tool to reflect completed service requests or resolved incidents.
• Provide onsite Level 2 and Level 3 support to resolve incidents when requested by L2/L3 teams.
• Provide hands and feet support for asset inventory lifecycle across all devices and software, including printers and mobile devices.
• Maintain continuity of asset records through lifecycle, including spare devices at facilities or provider locations.
• Offer Level 2 support for conferencing equipment in customer conference rooms.
• Provide ad-hoc hands-on consulting support as requested.
• Deliver field support and dispatch services including IMAC, break-fix, software re-imaging, workstation and peripheral support, office equipment, printers, and audiovisual assistance; vendor escort and health checks as needed.
• Coordinate collection of computer hardware and cellular devices from exiting employees.
• Coordinate New Hire / First Day Ready support with new joiners if required.
• Soft asset disposal performed by dedicated FTEs at dedicated locations; coordinate hard asset disposal with the customer’s vendor.

Requirements

• Deploy only trained engineers with the required security clearances from ADSL and the Customer to in-scope locations.
• The primary engineer must be on-site for in-scope service needs; if unavailable, a backup engineer may be dispatched.
• ADSL/Customer reserves the right to interview dedicated primary engineers; alternatives may be provided as requested.
• Ensure continuous availability of support personnel at dedicated DSS Customer locations; provide backups on-site if needed to meet service levels.
• Administer, manage, and execute requests for Customer Equipment and software per Customer policies; verify entitlements and advise management on non-conformance.
• Provide lifecycle support from procurement to end-of-life disposal, including entitlement validation, vendor coordination for spares, installation, tracking, recovery, redeployment, and disposal.
• Coordinate with internal or third-party providers to deliver remote hands-and-feet support for end users, network, and server issues.

Technologies

• ServiceNow

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Vision insurance

Pay

• USD 23.00 - 24.00 per hour

Work Location

• In person, Phoenix, AZ

New Hire / First Day Ready Support

• Coordinate with new joiners for onboarding support if required

VIP Support

• Provide onsite 12x5 VIP support at designated customer facilities
• VIP personnel must be presented to C-Level staff for approval before assignment
• Deliver enhanced service with higher priority tickets for executive VIPs
• Support VIP onboarding and offboarding activities
• Assist VIPs at executive events at hotels and customer sites
• Update IT service management tool to reflect completion of requests or resolution of incidents

Conference Room Support

• Provide Level 2 support for conferencing equipment in conference rooms at supported locations

Ad-Hoc Consulting

• Provide hands and feet ad-hoc consulting support as requested

Field Support, Dispatch and IMAC Services

• IMAC installations, moves, adds, changes
• Technical support and break-fix
• Software re-imaging and device deployment
• Workstation and peripheral support (mouse, keyboard, monitor, scanner)
• Office equipment and printer support, printer configuration, and third-party repairs
• Paper jam removal and first-line printer support
• Audio-visual support and periodic conference room health checks
• Escort vendors to conference rooms for break-fix
• Additional scope items may be confirmed

Exit and Disposal Details

• Exiting employees: collect computer hardware and cellular devices
• Soft Asset Disposal: single wipe plus on-site storage by dedicated personnel
• Hard Asset Disposal: coordinated with customer disposal vendor