Desktop Support Engineer

Company: Venteck Limited, Inc / ACC
Position Type: Full-Time
Work Schedule: Monday through Friday, 9:00 AM to 6:30 PM Eastern Time, with a 30-minute lunch break
Compensation: $17.00 to $25.00 per hour, based on experience, technical ability, and qualifications

Position Summary

All Computer Center, Inc. is seeking a Desktop Support Engineer to provide technical support to end users across a diverse, multi-location technology environment.

The Desktop Support Engineer will support computer hardware, operating systems, business applications, Microsoft 365, Google Workspace, printers, scanners, network connectivity, endpoint security tools, and related IT systems.

Technical assistance will be provided through telephone, email, a professional ticketing system, remote monitoring and management tools, and remote desktop support platforms.

This position requires a combination of strong technical troubleshooting ability and exceptional communication and customer service skills. Technical ability alone is not sufficient for this position.

The successful candidate must speak clearly, listen carefully, ask effective diagnostic questions, communicate professionally, and take ownership of technical issues through resolution or appropriate escalation.

This position will primarily support American Flyers users and locations, as well as other All Computer Center customers and supported business applications.

Primary Responsibilities

The Desktop Support Engineer will be responsible for:

• Providing technical support to users by telephone, email, support ticket, and remote desktop tools.
• Receiving, documenting, diagnosing, troubleshooting, and resolving technical support incidents and service requests.
• Managing assigned incidents and service requests within established service levels and escalation procedures.
• Troubleshooting Windows desktop and laptop computers.
• Diagnosing hardware, software, operating system, application, printing, scanning, connectivity, and basic network issues.
• Installing and configuring desktop computers, laptops, printers, scanners, and peripheral devices.
• Installing, configuring, updating, and troubleshooting business software applications.
• Supporting Windows 10 and Windows 11 environments.
• Supporting Microsoft 365 applications and services, including Outlook, Word, Excel, Teams, and OneDrive.
• Supporting Google Workspace applications and user environments.
• Troubleshooting user accounts, passwords, authentication, multifactor authentication, and application access issues.
• Supporting Active Directory, Microsoft Entra ID, Microsoft 365, and Google Workspace user environments.
• Assisting with new computer deployment, configuration, application installation, and user setup.
• Installing, configuring, and maintaining Remote Monitoring and Management (RMM) agents and endpoint security tools.
• Using remote monitoring and remote support tools to diagnose and resolve user problems.
• Performing basic network troubleshooting, including Wi-Fi, Ethernet, TCP/IP, DNS, DHCP, VPN, and general connectivity issues.
• Supporting local and network-connected printers and document scanners.
• Troubleshooting web browsers and web-based business applications.
• Identifying recurring technical problems and recommending corrective or preventive actions.
• Escalating complex infrastructure, security, network, database, and application issues to senior engineers or software developers.
• Coordinating with third-party vendors when necessary to resolve technical issues.
• Maintaining accurate technical documentation.
• Preparing user instructions, technical notes, troubleshooting procedures, and knowledge base articles.
• Protecting the confidentiality and security of customer and company information.

Incident and Ticket Management Responsibilities

The Desktop Support Engineer is responsible for actively managing assigned support tickets throughout the incident lifecycle.

Responsibilities include:

• Reviewing and acknowledging new tickets promptly.
• Evaluating ticket priority and business impact.
• Contacting users to begin troubleshooting.
• Accurately documenting the reported problem and its impact on the user.
• Recording troubleshooting steps, observations, and results.
• Maintaining communication with affected users throughout the support process.
• Following up actively on unresolved incid