Desktop Support Engineer

Job Title: Desktop Support Engineer

Location: Charlotte, NC (Onsite)

JD

Mandatory skills – Desktop Support Engineer, White Glove Support, Mac OS environments

Role Overview

We are seeking an experienced Desktop Support Engineer with strong expertise in White Glove Support for Executive Leadership Team (ELT) users of a high‑end premium retail organization. This role demands exceptional communication skills, deep technical knowledge, and a strong customer‑first mindset. The engineer will support high‑visibility VIP executives, ensuring a seamless technology experience with minimal downtime.

Key Responsibilities

· Provide first-level and second-level technical support to end users.

· Install, configure, and upgrade hardware, software, and peripheral devices.

· Troubleshoot system issues including desktops, laptops, printers, networks, and applications.

· Perform system maintenance, diagnostics, and updates as required.

· Manage user accounts, permissions, and workstation configurations.

· Resolve issues through remote troubleshooting tools when required.

· Document technical issues, resolutions, and maintain logs for future reference.

· Coordinate with internal teams or external vendors for unresolved issues.

· Ensure minimal downtime by proactively identifying and resolving potential issues.

Required Skills & Qualifications

· Proven work experience as a Desktop Support Engineer, IT Support Technician, or similar role.

· Strong understanding of Windows OS, basic networking, and system configurations.

· Hands-on experience in installing and troubleshooting:

o Operating systems

o Software applications

o Hardware components

· Familiarity with remote support tools (e.g., AnyDesk, TeamViewer, MS Quick Assist, etc.).

· Excellent communication skills with the ability to explain technical topics clearly.

· Strong problem-solving attitude and ability to work under minimal supervision.

· Customer-focused approach with a commitment to delivering high-quality support.

Preferred Qualifications

· Certifications such as CompTIA A+, Microsoft MCP/MCSA, or equivalent.

· Knowledge of ITSM tools like ServiceNow, Jira, ManageEngine, etc.

· Experience in Active Directory, user account management, and basic network troubleshooting.

Soft Skills

· Strong interpersonal skills

· Strong executive presence and communication clarity

· Patience and customer empathy

· Ability to multitask and prioritize

· Team-oriented mindset

· Problem-solving with a calm, customer-centric approach

Preferred Qualifications

· Experience working in luxury retail, executive offices, or high-pressure corporate environments.

· Certifications such as CompTIA A+, Microsoft MCP/MCSA, ITIL Foundation, or equivalent.

· Familiarity with end-user device lifecycle management and asset tracking.