Role: EUC/Desktop Engineer
LOC: Scottsdale, AZ__ONSITE
Employment Type: Full -Time
Job Description
· Diagnose and troubleshoot technical issues, including account setup, network configuration, software and hardware issues
· Deliver hands-on support for a range of hardware including PCs, laptops, and peripherals in a mixed Windows and Mac environment.
· Perform network troubleshooting, particularly on VPN connections and wireless configurations, integrating with Zscaler.
· Asset management and tracking using ServiceNow (SNOW) for accurate inventory control.
· Provide timely resolutions for hardware and software issues, ensuring user satisfaction.
· Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
· Provide prompt and accurate feedback to customers
· Refer to internal knowledge bases or external resources to provide accurate tech solutions
· Ensure all issues are properly logged
· Prioritize and manage several open issues at one time
· Follow up with clients to ensure their IT systems are fully functional after troubleshooting
· Prepare accurate and timely reports
· Document technical knowledge in the form of KB Articles
· Maintain good relationships with clients
Technical Experience:
• Experience level : 6 – 8 years of Technical experience in Windows and Mac
• Proficient in managing and troubleshooting Windows and Mac hardware and software; skilled.
• Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
• Good understanding of computer systems, mobile devices and other tech products
• Excellent problem-solving and communication skills
• Ability to provide step-by-step technical help, both written and verbal
• Familiarity with ITSM tools like ServiceNow for ticket management.
Professional Attributes:
• Excellent customer service skills and the ability to communicate effectively with non-technical users.
• Self-starter with the ability to work independently and efficiently.
• Physical ability to manage IT equipment installations and movements.
• Adaptable and flexible to meet varying work schedules and environments.