Experienced Desktop/Onsite Support Engineer
ADDSOURCE, Arlington, VA, United States
Overview
Role:
Desktop/Onsite Support Engineer
Experience:
5 Years
Location:
Arlington, VA (Onsite)
Duration:
12 Months
Experienced Desktop/Onsite Support Engineer with strong endpoint, infrastructure, and customer-facing skills, providing L1/L2 support in regulated US healthcare environments.
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, antivirEDR 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-user support
Mandatory skills:
Advanced End User & Endpoint Support Expertise. Solid Understanding of IT Infrastructure, Networking & ITIL Processes
Strong Communication & Customer Facing Skills
5+ years 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 with flexibility for weekend, after-hours, or rotational support as needed
Hands-on experience with AD, Exchange, O365, Outlook, and enterprise endpoint tools; good understanding of networking fundamentals (LAN, Wi-Fi, TCP/IP)
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 and manage multiple priorities, including senior leadership support
Education & Certifications
Engineering Degree BE/ME/BTech/MTech/BSc/MSc
Technical certification in multiple technologies is desirable
ITIL certification preferred
Healthcare or security awareness certifications (HIPAA, Security) plus
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Role:
Desktop/Onsite Support Engineer
Experience:
5 Years
Location:
Arlington, VA (Onsite)
Duration:
12 Months
Experienced Desktop/Onsite Support Engineer with strong endpoint, infrastructure, and customer-facing skills, providing L1/L2 support in regulated US healthcare environments.
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, antivirEDR 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-user support
Mandatory skills:
Advanced End User & Endpoint Support Expertise. Solid Understanding of IT Infrastructure, Networking & ITIL Processes
Strong Communication & Customer Facing Skills
5+ years 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 with flexibility for weekend, after-hours, or rotational support as needed
Hands-on experience with AD, Exchange, O365, Outlook, and enterprise endpoint tools; good understanding of networking fundamentals (LAN, Wi-Fi, TCP/IP)
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 and manage multiple priorities, including senior leadership support
Education & Certifications
Engineering Degree BE/ME/BTech/MTech/BSc/MSc
Technical certification in multiple technologies is desirable
ITIL certification preferred
Healthcare or security awareness certifications (HIPAA, Security) plus
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