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Customer Service
Lead, Desktop Support Engineer
@Benchmark Education Company LLC
[Hiring] Lead, Desktop Support Engineer @Benchmark Education Company LLC
Mar 25, 2025 - Benchmark Education Company LLC is hiring a remote Lead, Desktop Support Engineer. 💸 Salary: $80,000-$100,000. 📍Location: USA.
This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.
Role Description
The Desktop Support Engineer Lead provides support to the company’s end users and their use of technology, ensuring operational success for internal IT hardware, software, and assets.
- Handle inbound service requests or incidents reported via phone, chat, e-mail, or ticket system.
- Properly record, classify, and provide initial support for all requests or incidents reported, per standard operating procedures.
- Perform research and follow troubleshooting steps to provide first contact resolution.
- Provide a positive user experience during engagements or interactions.
- Provide answers to end users by identifying problems, researching answers, and guiding users through corrective steps.
- Ensure resolution confirmation and closure of incidents and service requests.
- Follow up with the end user to provide updates on open issues.
- Track and thoroughly detail technology issues in the ticketing system.
- Deploy and set up end users with new equipment or replacements.
- Onboard new company employees with required assets and access.
- Work one-on-one with end users both in-person and remotely.
- Provision and deprovision accounts.
- Escalate problems (when required) to the appropriate resolving team.
- Track and communicate customer issues through completion.
- Review vendor or third-party software updates, drivers, knowledge bases, and FAQ resources to stay up to date on known issues.
- Identify and learn appropriate software and hardware used and supported by the organization.
- Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
- Develop documentation to support customers and end users.
- Provide training and guidance to junior members.
- Define/contribute to standard operating procedures for desktop engineers.
- Occasional off-shift and weekend work, as required.
- After hours on-call scheduled rotation, as required.
Qualifications
- 3-5 years in IT customer support, technical support, help desk or service desk experience.
- 3-5 years providing IT infrastructure, application, PC and Mac desktop support.
- A Bachelor’s degree in Computer Science, Information Technology, or a closely related degree required.
- Relevant industry or vendor certifications (i.e., CompTIA, Microsoft, Apple, Google, HDI, ITIL, etc.) desired.
- Experience with imaging software.
- Knowledge of network security practices and anti-virus programs.
- Experience with scripting (PowerShell, Python, etc.).
- Hands-on experience with Windows/Mac OS environments.
- Proficient with Mac JAMF Admin preferred.
- Must have exceptional customer relations skills and a commitment to excellent customer service.
- Ability to work with non-technical customers to gather business requirements and translate into technical specifications.
- Excellent oral and written communication skills.
- Good analytical and troubleshooting skills with a demonstrated proficiency at problem solving/root cause analysis to identify issues and resolve.
Requirements
- Empathetic: Want to genuinely help other people and understand their experiences.
- Emotional Intelligence: Capability of recognizing, controlling, and expressing one’s emotions.
- Problem Solver / Solution Provider: Strong analytical skills to assess a problem and determine the cause.
- Internet Savvy: Knowledge of how the Internet, Cloud, and IoT functions and the technology involved.
- Technologist: A love of all things tech and knowledge of desktop hardware, software applications, operating systems, and network connectivity.
- Knowledge-driven Mindset: Enjoys learning and continuously improving themselves and their team.
- Strong Communicator: Ability to document, translate, and clearly articulate ideas and information.
- Master of Simplicity: Skillset to quickly assess a problem and present the simplest answer possible.
- Growth Mindset: Inner drive for learning and growing as products, technology, and policies change.
Benefits
- Salary Range: $80,000-$100,000
- The base salary offered may depend on a variety of factors such as geographic location, experience, education, and skill level.
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| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
Back to Remote jobs >
Customer Service
Customer Service
|
Salary
💸
$80,000-$100,000
|
Remote
Location
USA
|
|
Job Type
full-time
|
Posted
Mar 25, 2025
|
️
| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
