Deskside Engineer - NYC (Midtown)

DDN•New York, NY

1d•$90,000 - $115,000

About The Position

The Deskside Engineer provides service-focused technical support to onsite and remote end users in person, by phone, chat, or email. The role delivers VIP support, troubleshoots and resolves issues, and collaborates with other teams to identify root causes and solutions. It also involves installing, diagnosing, repairing, maintaining, and upgrading PC hardware and equipment; supporting both Windows and Mac environments; documenting work in DDN’s ITSM system; escalating critical incidents; and handling operational activities related to IT inventory, shipping, and receiving. The engineer is expected to work independently and collaboratively, follow standard operating procedures, and be available after hours or on weekends as required.

Requirements

Associate degree or equivalent proven industry experience.
3–4 years of deskside support experience focused on end-user services.
Strong problem-solving, analytical, and customer service skills.
Experience troubleshooting and installing laptops, printers, and mobile devices.
Proficiency with Windows and Macs.
Knowledge of Google Workspace, including Gmail, Drive, and related productivity apps.
Proficiency with Slack.
Experience with ticketing and incident management platforms for managing user requests and escalations.
Knowledge of networking fundamentals and remote support tools.

Nice To Haves

A+ Certification (highly preferred).
Bachelor’s degree.
Experience with Active Directory administration.
Experience with Google Workspace.
Experience with cloud printing solutions such as Printix or Papercut.
Experience with video conference and collaboration technologies.
Experience working with Active Directory.
Microsoft MCP Certifications.

Responsibilities

Provide support to onsite and remote end users in person, by phone, chat, or email.
Deliver efficient and professional VIP support.
Troubleshoot issues promptly and accurately and assist end users.
Resolve complex issues and collaborate with other teams to determine root causes and solutions.
Install, diagnose, repair, maintain, and upgrade PC hardware and equipment.
Support Windows and Mac systems.
Document incidents, problems, requests, and tasks in DDN’s ITSM system.
Escalate critical incidents to management as necessary.
Perform operational activities involving IT hardware inventory, shipping, and receiving.
Work independently while contributing collaboratively to team success.
Follow standard operating procedures for processes and documentation.
Be available to work after hours or on weekends as required.