Desktop Support Technician, End User Engineering

Job description

Desktop Support Technician, End User Engineering 

About us: RKON is an ISO27001 and AICPA SOC 2 Type II certified company that specializes in providing IT migration and transformation services for the Mergers and Acquisitions market.

RKON was recently recognized as one of the 100 best places to work in IT, highlighting our competitive advantage of empowering thought leaders and providing cutting-edge solutions for the fast-paced industry of Private RKON is looking for ambitious professionals to join our award-winning team.

We have a proven track record for finding and developing top talent with people that believe they can achieve something greater.

We also pride ourselves on fostering an environment where initiative, creative thinking, and collaboration are encouraged and rewarded—a key reason for the extraordinary level of service we deliver to our customers.

Join the team responsible for securing RKON’s Microsoft Gold Partnership status and helping RKON attain a spot in the Top 100 Microsoft Partners.



About the position: We are pursuing an IT Desktop Support Technician looking to elevate their career.

This role will support our Memphis, TN client office location Monday-Friday (on-site).

This is an opportunity to get hands-on experience with the latest technologies in the healthcare industry.

The ideal candidate will have a strong desire to continue growing their IT career.



Our End User Engineering (EUE) professionals are expected to provide high-quality end-user support, with a strong background in PC support (Windows) and proven experience with Microsoft 365 and Teams.

Candidates must possess above-average customer service, organizational, verbal, and written skills.

The goal of the EUE Desktop Support Technician is to provide on-site support, guidance, and the rapid restoration of normal services to customers and users.



 

Responsibilities Include:


User Support & Service Delivery 

+ Provide world-class customer service by acting as a customer advocate, setting a positive, supportive tone, and ensuring clear communication with end-users.



+ Accept and respond to support requests (tickets, phone, email, chat, alerts, etc.) to ensure maximum possible service availability and performance.



+ Provide Level 1 and 2 support for incidents and service requests related to hardware, software, mobile devices, and network connectivity.



+ Document and track all support activities (requests, resolutions, and user interactions) in the IT ticketing system, ensuring timely and accurate updates to notes, customer communications, and related fields (priority, category, etc.).



+ Troubleshoot and resolve incidents (including incident triage) or escalate complex issues as required to senior support engineers or external vendors, facilitating workflow and queue management to meet or exceed defined Service Level Agreements (SLAs).



+ Reference, follow, and provide feedback on documented knowledge articles to ensure consistent solutions and contribute to the knowledge base.



System & Infrastructure Management 

+ Manage user access within Microsoft 365 and on-premises Active Directory (AD), including creating, modifying, and deleting user accounts, assigning permissions via group assignments, and performing password resets.



+ Fulfill IT-related requests and perform routine maintenance tasks, such as system updates, antivirus scans, and backups, to ensure the security and stability of desktop and mobile systems.



+ Install, configure, and maintain desktop operating systems, applications (including Microsoft Office applications across all versions and platforms), and software updates.



+ Setup and deploy IT equipment for new and existing employees, including staging desktop computers, laptops, mobile devices, peripherals (printers, scanners), and network drive mapping.



+ Provide comprehensive mobile device support, including configuration, Mobile Device Management (MDM), provisioning, and troubleshooting.



+ Provide support for desk phones (assign numbers, extensions, setup voicemail) and setup/maintain Conference Room AV equipment as needed.



Projects & Collaboration 

+ Collaborate with other IT teams to escalate and resolve complex technical issues in a timely manner.



+ Provide user training and assistance on basic IT tasks, such as email setup, software usage, and new system onboarding.



+ Assist with IT projects and initiatives, such as hardware refreshes, software upgrades, system migrations, and other assigned administrative or client projects.



 
Required Technical and Professional Expertise 

+ A desire to pursue a long-term career in IT, demonstrating a willingness to learn and adapt to change.



+ Exceptional Customer Service and Communication Skills: 

+ Strong customer service background with professional verbal, telephone, and written communication techniques.




+ Excellent teamwork, interpersonal, and cross-cultural communication skills.



+ Time Management and Problem-Solving: 

+ Ability to be punctual and reliable.



+ Demonstrate excellent multi-tasking and time management skills with the ability to work under pressure, meet scheduled obligations, and operate with minimal supervision.



+ Strong problem-solving/analytical skills to efficiently determine next steps.




+ Core Technical Knowledge: 

+ Strong technical knowledge of desktop hardware, operating systems (OS), and productivity software.



+ Proven experience troubleshooting network connectivity issues, and printing errors.



+ Required working knowledge of the MS Office suite (Teams, Outlook, Word, PowerPoint, Excel) and Office 365 environments.



+ General understanding of security threats such as phishing and malware.




Preferred Technical and Professional Expertise

Experience & Certifications: 

+ 3+ years of experience in desktop support or a similar IT support role.



+ ITIL knowledge or other relevant IT certifications (e.g., CompTIA A+, MCDST, or equivalent).



Advanced Troubleshooting & Systems Familiarity: 

+ Familiarity with MacOS, including the ability to triage hardware and OS/software issues.



+ Familiarity with Microsoft account and mailbox administrative tasks.



+ Familiarity with enterprise systems like Active Directory (AD), servers, backup solutions, and network components (switches/firewalls).



Education Requirements:

+ High school diploma

Training Requirements After Joining RKON:

+ Knowledge Centered Service - Fundamentals certification (within 3 months) 

+ Technical training/certification aligned with business needs 

+ Hardware vendor training/certifications aligned with business needs 

+ Microsoft AZ-900 Azure Fundamentals (within 12 months) 

+ Microsoft MS-900 Microsoft 365 Fundamentals (within 6 months) 


Compensation: The expected base salary for this position is $45,000.

This position is also eligible for quarterly base salary increases that would be dependent on pre-defined performance factors.

As part of our total compensation package, RKON provides a benefits package that includes health insurance (medical, dental, vision, life, and long and short-term disability insurance); flexible time off; and a 401(k) Plan with employer match to qualifying employees.

All compensation determinations are based on the skills and experience required for the position and commensurate with experience of selected individuals, which may vary above and below the stated amounts.


 

RKON does not accept unsolicited resumes from staffing agencies, search firms, or any third parties.

Recruiters, please do not contact.


 

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