What are the responsibilities and job description for the Desktop Support Engineer position at Jobs via Dice?
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About The Role
The Desktop Support Engineer in a dispatch role is responsible for providing first and second-level technical support while also managing the efficient assignment and dispatch of service requests. This hybrid role ensures end-user issues are resolved promptly—either directly or by coordinating with other technicians—by triaging tickets, prioritizing tasks, and maintaining strong communication between IT and users.
You’ll serve as the go-to technical resource for desktop support needs, ensuring the timely resolution of IT issues and smooth coordination among field technicians and internal teams.
Key Responsibilities
Technical Support
About The Role
The Desktop Support Engineer in a dispatch role is responsible for providing first and second-level technical support while also managing the efficient assignment and dispatch of service requests. This hybrid role ensures end-user issues are resolved promptly—either directly or by coordinating with other technicians—by triaging tickets, prioritizing tasks, and maintaining strong communication between IT and users.
You’ll serve as the go-to technical resource for desktop support needs, ensuring the timely resolution of IT issues and smooth coordination among field technicians and internal teams.
Key Responsibilities
Technical Support
- Provide on-site and remote support for desktops, laptops, printers, and mobile devices.
- Troubleshoot and resolve issues related to Windows, macOS, Office 365, VPN, and networking.
- Handle system setups, software installations, and hardware deployment.
- Perform password resets, account unlocks, and general user account management. Maintain clear documentation of procedures, incidents, and resolutions.
- Ability to lift and carry weight (if the role demands it)
- Monitor incoming service requests and assign tickets based on priority, location, and skill set.
- Act as the central coordinator for all desktop support operations.
- Track and follow up on open tickets to ensure timely closure and customer satisfaction.
- Escalate complex issues to senior engineers or other IT teams as needed.
- Maintain SLA compliance and prepare daily or shift handover reports.
- Associate or Bachelor’s degree in IT, Computer Science, or related field (preferred).
- 2 years of hands-on experience in desktop support or helpdesk environments.
- Prior experience in IT dispatch or coordination is a strong plus.
- Proficiency with Windows and macOS environments.
- Familiarity with Microsoft Active Directory, Exchange, and Office 365.
- Experience using ITSM tools (ServiceNow, Jira, Remedy, Zendesk, etc.).
- Basic networking knowledge (TCP/IP, DNS, DHCP, VPN).
- CompTIA A , Network , or Security
- Microsoft Certified: Modern Desktop Administrator Associate
- ITIL Foundation (advantageous)
- Candidates must carry the following equipment:
- Windows laptop
- Console cable
- LAN cable
- Screwdriver kit
- RJ45-to-USB cable