Senior Desktop Support Engineer

Cynet Systems•Redmond, WA

16h•Onsite

About The Position

The Site Support resource is responsible for operations support for all endpoints and partnering with global support resources. The candidate will work under the guidance of organizational managers, and performance will be reported and managed through regular reviews.

Requirements

Provide onsite and remote assistance to identify and resolve issues with Windows, Mac OSX, Linux, iOS, and Android platforms.
Troubleshoot hardware and software issues.
Resolve connectivity problems.
Assist with system configurations.
Coordinate with the OEM vendor for warranty laptops and desktops.
Ensure compatibility and seamless integration between MAC and Windows systems, applications, and services.
Ensure active participation in the New Hire induction program.
Execute tech refresh of eligible devices.
Conduct user training sessions and create educational resources.
Manage and maintain MAC and Windows systems.
Perform software installations, updates, and configurations.
Track and manage hardware and software assets.
Perform inventory management, license compliance, and asset lifecycle management.
Rack, network, power, and support servers, switches, APs, UPS units, and other equipment.
Support site print services.
Support end-user communications services (Teams) and meeting room communication infrastructure.
Purchase new hardware.
Forecast tech refresh counts.
Communicate with leadership.
Monitor hardware performance.
Recommend upgrades as necessary.
Facilitate the smooth onboarding of new employees by setting up their Mac or Windows workstations.
Proactively monitor the New Hire list for the upcoming week, plan readiness, and raise shipping requests for remote locations.
Follow up with departing users to collect equipment.
Provide equipment return instructions.
Wipe repurposed assets (eligible assets only).
Handle system processing (drive removal).
Collaborate with the vendor for quarterly asset disposal.
Perform monthly asset verification (cycle count).
Extract assets from various tools.
Respond to and resolve IT incidents reported by end users.
Possess knowledge or willingness to be trained on responding to issues related to Enterprise and Business Applications such as JIRA, Confluence, ServiceNow, Multi-Factor Authentication Portal, Azure Active Directory, Active Directory, Microsoft Exchange (Hybrid), Office 365 apps, and cloud versus on-premise applications.
Possess knowledge or willingness to be trained on basic networking concepts, including IP address validation, assigning static IPs to devices, and setting up remote desktop systems.
Possess knowledge or willingness to be trained on part replacements, GPU installations, and providing guidance on non-standard IT devices.
Continuously evaluate and improve IT services and processes.

Responsibilities

Provide onsite and remote assistance to identify and resolve issues with Windows, Mac OSX, Linux, iOS, and Android platforms. This includes troubleshooting hardware and software issues, resolving connectivity problems, and assisting with system configurations. This also includes coordination with the OEM vendor for warranty laptops and desktops.
Ensure compatibility and seamless integration between MAC and Windows systems, applications, and services to facilitate efficient workflow and collaboration among users.
Ensure active participation in the New Hire indication program under the guidance of management.
Execute tech refresh of eligible devices in line with organizational guidelines.
Conduct user training sessions and create educational resources to enhance users' proficiency with MAC and Windows systems, applications, and productivity tools. This helps users leverage technology effectively and reduce reliance on IT support for common tasks.
Manage and maintain MAC and Windows systems, including performing software installations, updates, and configurations to ensure systems are up-to-date, secure, and optimized for performance.
Track and manage hardware and software assets, including inventory management, license compliance, and asset lifecycle management for both MAC and Windows devices and applications.
Rack, network, power, and support servers, switches, APs, UPS units, and other equipment as needed with support of global IT specialist teams.
Partner with MFP providers and engineering to support site print services.
Partner with telecom engineering to support end-user communications services (Teams) and meeting room communication infrastructure.
Purchase new hardware and ensure it meets the organization's needs and budget according to the forecast.
Forecast tech refresh counts, communicate with leadership, monitor hardware performance, and recommend upgrades as necessary to meet evolving needs.
Facilitate the smooth onboarding of new employees by setting up their Mac or Windows workstations as per established processes. Proactively monitor the New Hire list for the upcoming week, plan readiness, and raise shipping requests for remote locations.
Follow up with departing users to collect equipment, provide equipment return instructions, wipe repurposed assets (eligible assets only), handle system processing (drive removal), and collaborate with the vendor for quarterly asset disposal.
Perform monthly asset verification (cycle count) and extraction of assets from various tools based on established procedures.
Respond to and resolve IT incidents reported by end users as per established procedures.
Possess knowledge or willingness to be trained on responding to issues related to Enterprise and Business Applications such as JIRA, Confluence, ServiceNow, Multi-Factor Authentication Portal, Azure Active Directory, Active Directory, Microsoft Exchange (Hybrid), Office 365 apps, and cloud versus on-premise applications.
Possess knowledge or willingness to be trained on basic networking concepts, including IP address validation, assigning static IPs to devices, and setting up remote desktop systems.
Possess knowledge or willingness to be trained on part replacements, GPU installations, and providing guidance on non-standard IT devices.
Continuously evaluate and improve IT services and processes based on user feedback and industry best practices.