Desktop Support Engineer

Desktop Support Engineer Salary DOE Job Location - Sturbridge, MA Job Summary ClearCom IT Solutions, Inc. is seeking a dedicated and technically proficient Desktop Support Engineer to join our team. As a Desktop Support Engineer, you will be responsible for providing advanced technical support to end-users, and resolving complex hardware, software, and network-related problems. You will work closely with IT Support Specialists and collaborate with our team of IT professionals to ensure timely and efficient incident resolution. Your expertise, problem-solving abilities, and commitment to customer success will be vital in maintaining outstanding customer service. You will work in an office team environment. After the probationary training period, you may be eligible for a hybrid work schedule. Responsibilities and Duties Remote & On-Site Support: Promptly and professionally provide advanced technical support to clients, ensuring elite customer satisfaction. When necessary, travel to client locations to provide hands-on support. Service Ticketing: Record and track all client interactions, issues, and solutions using our ticketing system while maintaining accurate and up-to-date documentation. Advanced Troubleshooting: Identify, diagnose, and resolve advanced technical issues related to hardware, software, operating systems, servers, network connectivity, cloud infrastructure, and peripheral devices. Perform root cause analysis to ensure permanent resolution. Escalation and Collaboration: Collaborate, receive, and solve escalations from IT Support Specialists while ensuring seamless handoffs for efficient problem resolution. Hardware and Application: Assist clients in implementing, migrating, and supporting desktop and server applications, hardware, and peripherals. System Maintenance: Perform routine maintenance tasks, such as firmware updates, patches, vulnerability remediation, and system checks, to ensure optimal performance and security. Client Communication: Communicate technical information in a clear and understandable manner to non-technical clients, ensuring exceptional customer service throughout the support process. Documentation and Knowledge Base: Contribute to maintaining accurate and up-to-date documentation of IT processes, procedures, and troubleshooting steps. Help in building a knowledge base to improve future issue resolution efficiency. Requirements IT Expertise: In-depth knowledge of Microsoft Windows and macOS operating systems, common business software applications, and peripherals. Clear understanding of networking concepts, TCP/IP, DNS, DHCP, and VPN technologies. Familiarity with routers, switches, firewalls, and wireless technology. Clear understanding of cloud infrastructure, Azure AD, Microsoft 365, shared mailboxes, MFA, conditional access policies, etc. Experience: Minimum of two years of proven experience in providing technical support in a service desk environment or related role. Excellent Communication Skills: Strong verbal and written communication skills to interact professionally with clients and colleagues. Problem-Solving Skills: Ability to think logically to troubleshoot technical issues. Ability to diagnose and resolve technical issues efficiently. Motivation: Desire and willingness to learn, adapt, and contribute to the company's success. Team Player: Ability to work well within a team environment and collaborate effectively. Strong Customer Service: A passion for delivering exceptional customer service and support. Strong Work Ethic: Ability to work hard and succeed in a fast-paced environment. Preferred, not Mandatory: Education: Associate degree in information technology, Computer Science, or a related field. IT Certifications: CompTIA Network +, Security +, Microsoft certifications, Cisco CCNA, ITIL Foundation, or equivalent are advantageous but not mandatory. Job Type: Full-time Schedule: 8 hour shift Day shift Monday to Friday On call Work Location: In person