Job Title: Desktop Engineer (Level 2/3 Support)
Location: Chicago, IL
?Duration: 6 months (CTH)
 
Job Summary:
We are seeking an experienced and technically proficient Desktop Engineer (Level 2/3) to join our IT team. The ideal candidate will be responsible for providing advanced desktop support, handling mobile device management, and ensuring smooth device management and deployment in Intune. This role involves a mix of in-person support for executive staff, device building and deployment, and troubleshooting complex hardware and software issues. The ideal candidate will also be capable of working independently with minimal supervision while providing "white glove" treatment for executives.

Top 5 Skills Required:

• 5+ Years of Experience: Minimum 5 years of experience in desktop support, with a strong background in handling Level 2/3 support tasks and complex technical troubleshooting.
• Mobile Device Management (MDM) Support: Proficiency in supporting and managing mobile devices across multiple platforms (iOS, Android) and utilizing MDM tools, including Intune.
• ITIL Knowledge: Familiarity with ITIL processes for managing and delivering IT services, particularly around incident, problem, and change management.
• Intune Expertise: Strong experience with Microsoft Intune, including building, deploying, and managing devices, as well as Intune Application Management (for both internal and third-party applications).
• White Glove Support: Providing exceptional, high-touch "white glove" support to executives, ensuring that all IT-related needs are met in a highly professional and efficient manner.

Key Responsibilities:

• Desktop Support & Troubleshooting:
  Provide high-level support for desktop systems, including Windows and macOS, and troubleshoot complex hardware and software issues. Act as the primary point of contact for all advanced desktop issues (Level 2/3 support).
• Mobile Device Management (MDM):
  Manage and support mobile devices via Intune, ensuring devices are properly configured, secured, and compliant with organizational policies. Provide MDM support for mobile phones, tablets, and laptops.
• Device Building & Deployment:
  Build and configure desktops, laptops, and mobile devices in line with corporate standards. Deploy and manage these devices through Intune, ensuring they are fully integrated with company systems and applications.
• Executive Support (White Glove Treatment):
  Provide exceptional support to executives and high-level staff, ensuring their devices are set up to meet their specific needs. Handle face-to-face interactions and ensure an impeccable experience.
• Day-to-Day Ticket Management:
  Manage and balance incoming service tickets, addressing issues promptly while keeping accurate records. Handle a variety of support requests, including software installations, hardware repairs, and system upgrades.
• In-Person Support:
  Provide in-person desktop support to employees across the organization, ensuring that all end-users receive prompt and efficient service.
• Documentation & Reporting:
  Maintain accurate documentation of support activities, configurations, and troubleshooting steps. Generate reports on support requests and trends to help improve processes.

Qualifications:
Education:

• Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).

Experience:

• 5+ years of experience in desktop support, IT support, or related roles.
• Extensive experience in Mobile Device Management (MDM) and Intune deployment and management.
• Strong experience in providing white glove support for executives.
• Knowledge and practical application of ITIL framework.

Technical Skills:

• Advanced troubleshooting skills for desktop hardware/software issues.
• Expertise in Intune (building, deploying, and managing devices and applications).
• Familiarity with Active Directory, networking, and security protocols.
• Knowledge of Microsoft Office 365, networking, and peripheral devices (printers, etc.).
• Proficient with MDM tools and mobile device troubleshooting.
• Ability to work with both Windows and macOS operating systems.

Soft Skills:

• Presentable and Professional Appearance: Must maintain a polished and professional image at all times, especially when interacting with executive staff.
• Friendly & Social: Comfortable interacting with employees at all levels and providing a positive, approachable demeanor.
• Face-to-Face Interactions: Comfortable with in-person, direct communication with customers and end-users, delivering excellent service at all times.
• Organizational Skills: Able to manage multiple tasks, prioritize work effectively, and stay organized in a fast-paced environment.
• Self-Starter: Ability to work independently with minimal supervision and make decisions as needed.

Day-to-Day Activities:

• Balance and manage incoming service tickets, prioritizing and addressing issues as needed.
• Handle in-person desktop support for employees, ensuring quick and effective resolutions.
• Build, configure, and deploy devices (laptops, desktops, mobile devices) using Intune and other tools.
• Provide exceptional customer service, particularly to executive staff, ensuring that all IT-related needs are met with "white glove" treatment.

Preferred Skills:

• Certifications like CompTIA A+, MCDST, Microsoft Certified IT Professional (MCITP), or ITIL Foundation.
• Experience with cloud-based desktop solutions and virtualization tools.
• Experience managing and deploying software via Intune.

 

 
 
At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $ 40.00/hr.