Desk Side Support Engineer

Scalian • Kinston, NC

77d

About The Position

As a Desk Side Support Engineer, you will serve as a frontline IT presence during a critical Hypercare support period following a major organizational transition. Your primary focus will be to provide immediate, in-person technical support, assist users in adapting to new systems, and ensure a seamless post-go-live experience across the workplace through proactive engagement, quick resolution, and clear communication.

Requirements

• Minimum of 3 years in a desk side support or end-user technical support role within a corporate environment
• Associate’s or Bachelor’s degree in IT, Computer Science, or related field or equivalent hands-on experience
• Strong technical troubleshooting knowledge of Windows 10 and 11, macOS, and Office 365 productivity tools
• Experience using Active Directory and ITSM systems such as ServiceNow for ticket handling and support tracking
• Ability to deliver face-to-face support with patience, professionalism, and a customer-first mindset
• Clear communication skills to convey solutions and technical details to users of varying technical skill levels
• A proactive self-starter with strong critical thinking, problem-solving, and time management abilities
• Team-oriented mindset with the flexibility to adapt quickly in a fast-paced post-implementation support environment

Responsibilities

• Proactively walk the office floor to offer immediate assistance and identify issues before they are formally reported
• Provide rapid hands-on troubleshooting for software, hardware, login issues, configuration errors, and workflow disruptions
• Sit with users at their desks to walk them through new tools and processes offering real-time guidance and confidence-building support
• Accurately log incidents and service requests into the ITSM platform ensuring all activity is documented and resolved within SLA targets
• Triage and resolve Tier 1 and Tier 2 technical issues while escalating complex problems to specialized IT teams or higher-tier engineers
• Capture frequently asked questions and recurring issues to build a knowledge base and internal FAQ documentation
• Serve as the voice of the end-user by relaying feedback to project and implementation teams to improve the transition experience
• Troubleshoot and support hardware including laptops, desktops, printers, and peripherals to ensure seamless system compatibility
• Provide support for Windows 10 and 11, macOS, and Microsoft 365 applications ensuring users can operate effectively within the new environment
• Use Active Directory for user and group account management including password resets and permission adjustments
• Contribute to a positive IT presence through excellent customer service, patience, and the ability to explain technical concepts clearly
• Stay calm and professional in high-pressure situations providing empathetic support to users navigating changes in technology
• Manage multiple requests and prioritize tasks efficiently while working independently or within a team environment

Benefits

• Competitive salary and a great benefits package
• Access to trainings that focus on expanding your knowledge while staying up to date with cutting edge technologies and best practices
• Clear career development plan that suits your goals
• Possibility of working abroad through our mobility program thanks to our international presence
• Join a dynamic, specialized and fast-growing group where communication is key and where every team member is valued
• Be part of a team where having fun is essential

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 5,001-10,000 employees