Desktop Support Engineer
About The Position
LAUNCH YOUR IT CAREER IN A ROLE THAT MATTERS: Acture Solutions is seeking a Desktop Support Engineer to join our on-site support technical team. This role is ideal for someone with strong troubleshooting skills. If you enjoy solving IT problems, supporting staff, and ensuring critical systems run smoothly—this is a great opportunity to grow your IT career in a people-first environment. This role focuses heavily on Windows 11, macOS, conferencing systems, and collaboration platforms such as Google Workspace and Microsoft 365, which represent the majority of daily support activities.
Requirements
- Applicants must currently reside within an hour commute of NYC Midtown Manhattan. Relocation will not be considered.
- 3 years of IT support or helpdesk experience.
- Hands-on skills with desktops, laptops, printers, and peripheral setup.
- Familiarity with Windows OS, Microsoft 365, and Google Workspace.
- Basic networking knowledge (IP, DNS, DHCP, connectivity troubleshooting).
- Excellent communication skills with ability to support both technical and non-technical staff
- Strong hands-on experience with Windows 11 system configuration, troubleshooting, and recovery.
- Working knowledge of macOS endpoint support and Apple device troubleshooting.
- Experience supporting Poly conferencing systems, Zoom Rooms, and Microsoft Teams Rooms.
- Solid understanding of Google Workspace and Microsoft 365 administration and end-user support.
- Ability to quickly and independently diagnose and resolve AV, meeting room, and collaboration platform issues.
- CompTIA A+ or similar foundational certification.
Nice To Haves
- CompTIA Network+ or Microsoft Certified: Modern Desktop Administrator Associate.
- Experience supporting users in a managed service provider (MSP) environment.
- Exposure to ITIL ticket management processes or escalation workflows.
Responsibilities
- Serve as the escalation point for complex Tier I/II issues, independently troubleshooting and resolving hardware, software, and network incidents (including access/authentication problems) with minimal supervision.
- Configure, deploy, and maintain endpoints and peripherals (desktops, laptops, mobile devices, printers, and classroom technology), ensuring standards, security protocols, and ITSM workflows are consistently followed.
- Perform advanced Windows 11 troubleshooting and optimization, including OS repair, update failures, driver issues, profile corruption, and performance diagnostics; provide macOS endpoint support including setup, permissions, compatibility, and hardware integration.
- Support collaboration and productivity platforms including Microsoft 365 and Google Workspace (account management, email/calendar, Drive/OneDrive access, and end-user support).
- Deploy and support conferencing and meeting room environments, including Poly Studio/Poly Bar, Zoom Rooms, and Microsoft Teams Rooms; troubleshoot AV, camera, microphone, and connectivity issues affecting hybrid meetings.
- Assist with infrastructure and lifecycle initiatives, including DNS/DHCP diagnostics, printer mapping, OS/software deployments, refresh cycles, endpoint provisioning, image updates, and patch testing, partnering with project teams as needed.
- Maintain thorough documentation of recurring issues, best practices, and all technical actions/changes; coordinate with vendors for warranty replacements and specialized equipment support; collaborate with other IT teams during rollouts and service expansions.
Benefits
- Comprehensive benefits package including medical, dental, vision, 401(k), EAP, and generous paid time off
- A respectful, collaborative environment where your work has real impact
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
11-50 employees
