Desktop Support Engineer — Cleveland, OH

Job Title: Infrastructure Operations Engineer (Field Support Engineer)

Location: Cleveland, Ohio (Onsite)

Type: FTE

Job Summary:

We are seeking a skilled Infrastructure Operations Engineer with 2-5 years of experience in an enterprise environment. The ideal candidate will have a strong background in diagnosing desktop and laptop issues, remote software deployment, and utilizing monitoring tools to proactively detect and resolve issues. This role requires excellent troubleshooting skills, a commitment to providing exceptional customer service, and a solid understanding of end-user computing for Windows.

Responsibilities:

• Diagnose and resolve desktop and laptop issues remotely, ensuring minimal disruption to end users.

• Perform PC and laptop imaging, installation, and repair as needed.

• Deploy software remotely using established tools and processes.

• Utilize monitoring tools to identify and address potential issues before they impact users.

• Collaborate with team members to develop and implement knowledge base systems for improved support efficiency.

• Provide technical training and support to end users as required.

• Maintain accurate records of support requests and resolutions using ticketing systems.

• Identify opportunities for process standardization and improvement.

• Stay updated on cybersecurity best practices and ensure compliance in all support activities.

• Work independently and manage multiple tasks effectively under pressure.

Mandatory Skills:

• Advanced troubleshooting skills for Windows-based end-user computing.

• Experience with ticketing systems (e.g., ServiceNow).

• Proficiency in Google Cloud Infrastructure, including understanding cloud services and deployment models.

• Knowledge of Active Directory (AD), SCCM configuration and customization, DNS, VoIP Functionality of Components & call Flows, and VPN.

• Effective communication and customer service skills.

• Collaboration in a team environment.

• Analytical Thinking and problem-solving abilities.

• Proactive system monitoring and issue detection skills.

• Familiarity with remote troubleshooting techniques, including remote desktop tools and diagnostic software.