Role: Desktop Support Engineer

Location: Naples, FL - Onsite

Job Description

• Associate degree in Information Technology, Computer Science, or related field; or equivalent work experience

• 2+ years of experience in desktop support, field services, or similar technical support role

• Experience supporting Windows and Mac operating systems

• Familiarity with mobile device management (MDM) platforms (Intune, AirWatch, etc.)

Technical Skills

• Strong knowledge of Windows 10/11, macOS, iOS, and Android platforms

• Proficiency with Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint)

• Understanding of Active Directory, DNS, DHCP, and network troubleshooting

• Experience with remote support tools and ITSM platforms (ServiceNow preferred)

• Hardware troubleshooting and repair skills for desktops, laptops, and peripherals

• Basic understanding of cybersecurity best practices and compliance requirements

Soft Skills

• Excellent customer service and interpersonal communication skills

• Strong problem-solving abilities with attention to detail

• Ability to work independently and manage time effectively

• Professional demeanor and ability to maintain confidentiality

• Flexibility to adapt to changing priorities and work schedules

Key Responsibilities

Technical Support & Troubleshooting

• Provide on-site technical support for desktops, laptops, printers, peripherals, and mobile devices

• Diagnose and resolve hardware, software, and network connectivity issues

• Perform equipment installations, configurations, and upgrades

• Execute break-fix activities including hardware replacements and repairs

• Support conference room technology, audiovisual equipment, and collaboration tools

Service Delivery & Customer Experience

• Respond to service requests and incidents in accordance with SLA requirements

• Deliver white-glove service for executive and VIP users

• Communicate technical information clearly to non-technical users

• Provide on-site assistance during new hire onboarding and technology transitions

• Ensure positive end-user experience through proactive communication and timely resolution

Asset & Inventory Management

• Maintain accurate inventory of IT equipment and accessories

• Perform asset tagging, tracking, and documentation in ServiceNow CMDB

• Coordinate equipment staging, imaging, and deployment

• Manage equipment refresh cycles and decommissioning activities

• Ensure compliance with asset management policies and procedures

Incident & Request Management

• Log, track, and resolve incidents and service requests in ServiceNow

• Escalate complex issues to appropriate support teams (L2/L3) with detailed documentation

• Follow standard operating procedures and knowledge base articles

• Contribute to knowledge base by documenting solutions and troubleshooting steps

• Participate in incident and problem management processes

Collaboration & Coordination

• Coordinate with remote support teams, vendors, and other IT groups

• Support technology rollouts, migrations, and special projects

• Participate in site walks and proactive equipment health checks

• Assist with disaster recovery and business continuity activities

• Provide coverage across multiple facilities as needed

Physical Requirements & Work Environment

• Ability to lift and carry equipment up to 50 lbs

• Frequent standing, walking, bending, and reaching

• Occasional work in server rooms, data centers, or outdoor environments

• Valid driver's license and willingness to travel between facilities as needed

Availability for occasional after-hours or weekend support

Regards,

Kartik Sana

sana@realtekconsulting.net