Role name: Desktop Engineer Location: Santa Clara, CA- Onsite
Duration (Months): 25
Experience (Years): 8-10
Key Responsibilities 1. ServiceNow Ticketing Management
- Utilize ServiceNow (or similar ticketing platforms) to manage, track, and resolve end-user requests and incidents.
- Ensure timely updates and clear communication throughout the ticket lifecycle.
2. Remote Support & Troubleshooting
- Use remote software tools (e.g., TeamViewer, Remote Desktop, etc.) to provide support.
- Diagnose and resolve technical issues for users, including software installations, connectivity problems, and performance concerns.
3. Hardware Deployment & Imaging
- Deploy and configure laptops and desktops using SCCM imaging processes (including Windows 11).
- Perform hardware repairs, upgrades, and replacements as needed, ensuring minimal downtime for end-users.
4. Software & License Management
- Install and maintain applications, including the full Microsoft Office suite and other business-critical software.
- Demonstrate knowledge of Microsoft licensing types such as E1 and E3, ensuring compliance and appropriate provisioning.
5. Mobile Device Support
- Provide support for mobile devices using Microsoft Intune and Company Portal.
- Configure, troubleshoot, and manage enrollment and policy compliance.
6. Basic Networking & Infrastructure Support
- Conduct basic network troubleshooting, including patching ports and verifying connectivity.
- Collaborate with Network/Systems teams to escalate and resolve complex network issues.
7. User Training & Documentation
- Offer user guidance on best practices, usage tips, and troubleshooting steps for software and hardware.
- Develop and maintain knowledge base articles, FAQs, and procedural documentation.
8. Asset Management
- Maintain accurate inventory of IT assets, including hardware, peripherals, and licenses.
- Coordinate with procurement when additional equipment or licenses are needed.
9. Excellent Customer Service
- Serve as a trusted point of contact for all end-users, delivering prompt, courteous, and professional support.
- Communicate technical information effectively to both technical and non-technical audiences.
- Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook, etc.).
- Knowledge of Windows 10/11 installation, configuration, and troubleshooting.
- Familiarity with SCCM for imaging and deployment.
- Experience with Microsoft Intune and Company Portal for mobile device management.
- Knowledge of E1 and E3 license types.
- Basic understanding of network infrastructure (patching ports, basic connectivity troubleshooting).
Soft Skills:
- Excellent customer service skills and proven ability to interact comfortably with all levels of users.-o Strong verbal and written communication skills.
- Self-motivated and capable of working with minimal supervision.
- Problem-solving mindset with attention to detail.
•
Competencies: Desktop Management - Infrastructure Services (IS)
Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive due consideration for employment without any discrimination. All applicants will be evaluated solely on the basis of their ability, competence and their proven capability to perform the functions outlined in the corresponding role. We promote and support a diverse workforce across all levels in the company.