IT Desktop Support Engineer

Indotronix International Corporation•Hickory, NC

1d•Onsite

About The Position

The IT Desktop Support Technician provides technical assistance for incoming service requests and incidents involving computer systems, software, hardware, and infrastructure, both in person and remotely. The role emphasizes Microsoft-based applications, including Office suites. Using internal training, prior knowledge, informed judgment, and documented processes, the technician identifies, diagnoses, resolves, or routes tickets and performs other duties assigned by the supervisor. The position also supports end users, meetings, corporate events, IT infrastructure, device deployments, inventory, procurement, and vendor coordination. It requires handling confidential business information discreetly, managing several tasks at once, and adapting to changing priorities.

Requirements

Associate's degree in an IT-related field or equivalent experience.
Proficiency in time management and task prioritization.
Advanced-level English language skills.
Effective organization and planning skills, including the ability to handle changing priorities.
Excellent communication and interpersonal skills.
Ability to work independently and in a team environment and motivate others.

Nice To Haves

Hardware and software installation, troubleshooting, and support experience.
Basic smart-hands and network-configuration knowledge.
Active Directory administration experience.
Experience imaging devices and working with deployment servers.
Basic knowledge-management skills.

Responsibilities

Provide in-person and remote technical assistance for service requests and incidents involving computer systems, software, hardware, and infrastructure.
Identify, diagnose, resolve, or route tickets in accordance with documented processes.
Administer Active Directory and provide limited support for corporate mobile devices, Mac OS, and Mac hardware.
Support cloud applications such as Box and Office 365, Cisco VPN connectivity, browsers, Adobe products, Check Point endpoint client software, printers and drivers, and IP-based telephony.
Remediate or minimize antivirus threats and use remote connection tools.
Use imaging and deployment servers; perform standard device imaging via USB or PXE servers.
Manage the asset lifecycle, hardware ordering, inventory, and procurement of IT goods and services.
Use ServiceNow for ticket management.
Deploy, configure, and support standard IP telephony.
Manage documentation and records, support onboarding and training of new hires, and coordinate customer scheduling and follow-ups.
Provide meeting support in collaboration with media, corporate events, and IT teams; test, monitor, analyze, diagnose, and resolve performance, technology, and process problems.
Troubleshoot meeting-room audio and display devices and engage or assign issues to the appropriate team or assignment group.
Perform smart-hands work, including infrastructure cross-connect installation and cable patching, remote server reboots, equipment moves and installations, rack-and-stack and cabling, hardware component removal and installation, and power cycling equipment.
Provide onsite and offsite technical assistance and troubleshooting, remote console access, and vendor escorts for other IT teams where permitted.
Receive and ship IT goods and interact with vendors as needed.
Participate in projects, collaborate across teams, and perform end-user equipment moves and other duties outside standard operational work.
Handle business information discreetly and maintain confidentiality.
Prioritize duties, manage multiple tasks simultaneously, and adapt to changing priorities.