Desktop Support Engineer

Core Responsibilities

• Report to the Desktop Support Manager to provide Tier 1 support for IT-related questions and issues from Ping Identity employees and affiliates.
• Triage and prioritize support tickets, performing problem analysis to identify trends and areas for service improvement.
• Support Ping’s Apple-first endpoint environment while also troubleshooting Windows and Linux systems, peripherals, and common end-user software issues in both local and remote support scenarios.
• Follow documented security and identity verification procedures, including for password resets, MFA changes, and access requests, to protect users and systems from social engineering and other threats.
• Contribute to the knowledge base by creating and updating articles that document common issues, configurations, and how-to guides, helping to foster self-service troubleshooting among employees.
• Manage software licenses at the end-user level, including assignment and tracking, in coordination with application owners and Procurement to ensure compliance and efficiency.

Operational Support

• Handle IT hardware assets, including issuance, tracking, and maintenance of computers, monitors, phones, and peripherals, ensuring accurate inventory and timely lifecycle management.
• Facilitate the onboarding of new employees by provisioning equipment, managing identity verification, and providing orientation to IT tools and support channels.
• Manage the offboarding process, including disabling access and collecting assets to ensure security and inventory accuracy.
• Support office technology, including AV equipment, Zoom rooms, and printers, and assist with facilities-related tasks like office moves.
• Coordinate with vendors for warranty repairs of IT assets, ensuring timely resolution and minimal disruption to operations.
• Work within our ITSM and ticketing systems to help the team meet or exceed SLAs and service quality targets, and contribute to reporting and continuous improvement efforts.
• Collaborate closely with Systems, Security, and Facilities teams to escalate complex issues, maintain standard configurations, and support site-level initiatives.

You Have

• 2–4 years of experience in an IT support or helpdesk role, demonstrating a solid foundation in providing technical assistance to end users.
• Proficiency in supporting macOS in an Apple-first environment, with hands-on experience troubleshooting Windows 10/11 and common Linux desktop issues.
• Experience providing hardware support for both Apple and Windows devices, including installation, maintenance, and basic repair or warranty coordination.
• Familiarity with Jamf Pro, Microsoft client support tools, and basic Linux administration or troubleshooting in an end-user environment.
• Knowledge of Active Directory and Google Workspace administration, including user lifecycle tasks, group membership, and access control.
• A strong awareness of security best practices in a helpdesk context, including careful identity verification, handling of sensitive requests, and adherence to documented security procedures.
• An AS or BS in Information Technology, Computer Science, or equivalent experience.
• Strong communication and customer-service skills, with the ability to support both local and remote employees in a fast-paced environment.