Support Services Engineer

Walker & Dunlop • Denver, CO

1d • $75,000 - $90,000 • Hybrid

About The Position

This position plays a critical role in supporting W&D's leadership, employees, and day-to-day business operations. You will be the frontline of technical support, providing white glove service to senior leadership and staff across the organization. Your ability to respond quickly, communicate clearly, and resolve issues with a sense of ownership will directly impact on the productivity of the people you support.

Requirements

• Bachelor’s degree in information systems, computer science, or a related study, or equivalent working experience.
• 3 or more years of experience in a desktop support role supporting macOS, Windows 11, and Microsoft 365 preferred.
• Hands-on experience with Intune and SCCM in a managed enterprise environment is strongly preferred.
• Experience working within a ticketing system to track incidents and manage assigned tasks, preferably ServiceNow.
• Ability to travel overnight within the United States, up to 25%.
• Flexibility to participate in an after-hours on-call support rotation.
• Demonstrated knowledge of Windows 11 operating system.
• Passionate in providing excellent customer service with a commitment to quality.
• Outstanding verbal and written communication skills.
• Detail-oriented mindset while consistently focusing on the big picture.
• Strong business judgment and strong analytical and problem-solving skills.
• Comfortable communicating with both technical staff and senior leadership.
• Demonstrates ownership of assigned work, takes initiative in the ticket queue, and follows through on commitments without needing to be prompted.
• Consistent, reliable, and accountable. This team depends on everyone showing up, being available, and communicating proactively when something comes up.
• Courtesy, respect, and thoughtfulness in teaming with colleagues and other stakeholders.

Nice To Haves

• 3 or more years of experience in a desktop support role supporting macOS, Windows 11, and Microsoft 365 preferred.
• Hands-on experience with Intune and SCCM in a managed enterprise environment is strongly preferred.
• Experience working within a ticketing system to track incidents and manage assigned tasks, preferably ServiceNow.

Responsibilities

• Serve as the first point of contact for technical support via phone, in-person, and remote tools such as Bomgar and Zoom.
• Proactively monitor and manage the Help Desk ticket queue throughout your shift, taking ownership of assigned incidents from start to resolution while ensuring a positive customer experience.
• Troubleshoot and support a range of systems, including Microsoft Windows 11, iOS devices, macOS, SCCM, Intune and Active Directory.
• Provide user and system support for key business applications such as Salesforce, Microsoft 365 application, Box, Zoom, Adobe Acrobat, Illustrator, Photoshop, and InDesign.
• Manage laptop setup and deployment for new employees using standard hardware, images and software.
• Configure, deploy, and maintain end-user devices using standard hardware images and software packages.
• Support and troubleshoot Zoom Rooms, including iPads and conference room setups.
• Configure, deploy, and maintain end-user devices using standard hardware images and software packages.
• Own assigned incidents from start to resolution while ensuring a positive customer experience.
• Set up and support peripheral devices such as printers, scanners, and copiers; troubleshoot and resolve issues.
• Provide support for mobile devices and assist users in accessing company systems securely.
• Use collaboration and productivity tools such as Jira, Cisco AnyConnect, and Netskope for task management and secure access.
• Update ticket notes accurately and in real time after every action or user interaction.
• Translate technical concepts into user-friendly explanations for non-technical staff.
• Participate in the execution of disaster recovery plans during system outages.
• Perform other duties as assigned.
• Attendance is generally Monday through Friday from 8:30 AM to 5:30 PM local time with a minimum of 3 days per week in office and up to 2 days per week remote.
• Participation in an on-call rotation for after-hours support is required.

Benefits

• Up to 83% subsidized medical payroll deductions
• Competitive dental and vision benefits
• 401(k) + match
• Pre-tax transit and commuting benefits
• A robust health and wellness program – earn cash rewards and gain access to resources that promote health, engagement, and balance
• Paid maternity and parental leave, as well as other family paid leave programs
• Company-paid life, short and long-term disability insurance
• Health Savings Account and Healthcare and Dependent Care Flexible Spending
• Career development opportunities
• Empowerment and encouragement to give back – volunteer hours and donation matching

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level