IT Desktop Support Engineer

Stronghold Investment Management•Dallas, TX

About The Position

We are seeking a highly skilled and service-oriented IT Desktop Support Engineer to provide hands-on technical support and systems management for the business and the family office environments. This role requires a proactive, resourceful individual who can ensure seamless day-to-day technology operations across both business and personal systems. The ideal candidate will thrive in a fast-paced, high-touch setting, supporting executives, staff, and household members with discretion, professionalism, and “white glove” service. This position covers a broad range of responsibilities including end-user support, system administration, networking, security, and home technology systems. The IT Desktop Support Engineer will serve as the frontline expert, taking ownership of issues through resolution while maintaining the highest standards of reliability, responsiveness, and confidentiality.

Requirements

Bachelor’s degree in Information Technology, Computer Science, or related field preferred; equivalent professional experience accepted.
3–10 years of IT support experience in professional, executive, or private office environments.
Hands-on experience with Windows, Mac OS, iOS/Android devices, and server environments.
Demonstrated experience providing “white glove” end-user support with discretion and professionalism.
Flexible and adaptable; willing to work evenings, weekends, and respond to urgent issues as needed.

Responsibilities

Deliver “white glove” technical support for executives, staff, and household members across office, home, and offsite locations.
Provide support for computers, mobile devices (Windows 60%, macOS 40%, iOS/Android), printers, and peripheral devices (scanners, webcams, microphones, speakers).
Strong troubleshooting and diagnostic skills with the ability to resolve issues independently.
Proven experience supporting C-Suite or high-profile executives with discretion and professionalism.
Proficiency with Windows 10/11, macOS, and Server OS updates, patch management, and troubleshooting.
Manage and troubleshoot Microsoft Office Suite (Outlook, Word, Excel, PowerPoint).
Support collaboration platforms: Microsoft Teams, Zoom, Slack, Google Meet, and Confluence.
Experience with OneDrive and other cloud platforms (Google Drive, Dropbox, Microsoft 365, Google Workspace, Egnyte).
Manage streaming and media services: Amazon Fire TV, Netflix, Hulu, Disney+, HBO Max, Plex.
Administer Active Directory, Azure AD, Intune, and related identity/security tools.
Support security tools including MFA, VPNs, BeyondTrust, and Microsoft Defender.
Monitor, escalate, and resolve cybersecurity issues promptly.
Manage and support CCTV systems, IP cameras, DVR/NVR systems, and Alarm.com platforms.
Ability to safely conduct alarm trigger tests and coordinate with local Police Department for full security response checks.
Configure, maintain, and troubleshoot routers, switches, access points, Wi-Fi networks (Unifi preferred).
Ability to test, diagnose, and resolve connectivity issues; familiarity with speed testing tools.
Solid understanding of TCP/IP, VPNs, and network troubleshooting.
Maintain and support home audio/video and automation systems (Control4, smart TVs, integrated sound systems, smart home devices).
Coordinate with vendors to ensure smooth operation and timely resolution of AV and automation issues.
Maintain accurate asset management, system documentation, and technical logs.
Record arrival/departure times, add notes, and maintain checklists.
Develop and document procedures, checklists, and best practices to improve efficiency.
Experience using ticketing/helpdesk systems and ITIL-based support processes.
Strong customer communication: explain findings and fixes in clear, non-technical language.
Excellent interpersonal and communication skills with a client-first, service-oriented mindset.
Ability to manage multiple priorities effectively and anticipate IT needs proactively.
Attention to detail: ensure thorough and consistent testing of all systems.
Highly organized, dependable, adaptable, and willing to work flexible hours (including evenings and weekends).