Desktop Support Engineer

What is in it for you?

Experienced Desktop/Onsite Support Engineer with strong endpoint, infrastructure, and customer-facing skills, providing L1/L2 support in regulated US healthcare environments.

Roles and Responsibilities

· Provide L1/L2 onsite IT support for desktops, laptops (Windows/macOS), printers, mobile devices, peripherals, wireless, and videoconferencing/AV equipment

· Act as Infrastructure SPOC for the site; coordinate with Desktop Engineering, Network, Security, and Enterprise Application teams

· Install, configure, maintain, troubleshoot, and repair endpoint hardware, software, and enterprise tools

· Support Active Directory, Exchange, Microsoft 365, imaging, VPN, MFA, SSO, and collaboration tools

· Handle escalated and executive-level support in a fast-paced, client-facing environment. Provide remote and smart hands support for onsite network, application, and production systems

· Ensure endpoints remain secure and compliant by deploying OS patches, antivirus/EDR updates, and performing remediation

· Operate within HIPAA and PHI-sensitive environments, adhering to security and privacy policies

· Perform routine audits (local admin access, terminated user equipment recovery, asset and inventory audits)

· Maintain accurate asset inventory and software licensing records

· Assist with IT projects, hardware moves/adds/changes, and company-wide events (All Hands, executive meetings)

· Create and maintain SOPs and Knowledge Base documentation to improve Service Desk effectiveness  Core Requirements & Skills

· Strong expertise in Windows & macOS troubleshooting, desktop support, and end-us

Experience: -

5+ Years

Location: -

Boston, MA (Onsite)

Educational Qualifications: -

Engineering Degree – BE/ME/BTech/MTech/BSc/MSc.

Technical certification in multiple technologies is desirable.

Skills: -

Mandatory skills

· Advanced End User & Endpoint Support Expertise. Solid Understanding of IT Infrastructure, Networking & ITIL Processes o Strong Communication & Customer Facing Skills.

· 5–8 years overall IT experience with minimum 5 years as Desktop / Onsite Support Engineer, Prior experience supporting US healthcare or regulated enterprise environments strongly preferred

· Coverage during US Business Hours, Flexibility for weekend, after-hours, or rotational support as business needs demand

· Hands-on experience with AD, Exchange, O365, Outlook, and enterprise endpoint tools, good understanding of networking fundamentals (LAN, Wi Fi, TCP/IP basics)

· Advanced diagnostic, problem-solving, and escalation management skills, Knowledge of ITIL best practices (Incident, Request, Change, Problem)

· Excellent communication, customer service, and organizational skills, Ability to work under pressure, manage multiple priorities, and support senior leadership  Education & Certifications

· ITIL certification preferred

· Healthcare or security awareness certifications (HIPAA, Security+) – plus