Desktop Support Engineer I

Synchronoss Technologies, a global leader in personal Cloud solutions, empowers service providers to establish secure and meaningful connections with their subscribers. Our SaaS Cloud platform simplifies onboarding processes and fosters subscriber engagement using artificial intelligence (AI), machine learning, and other advanced features, resulting in enhanced revenue streams, reduced churn, and faster time-to-market. Millions of subscribers’ trust Synchronoss to safeguard their most cherished memories and important digital content.

Synchronoss is seeking an experienced Desktop Engineer I.

The Desktop Support Engineer I installs, configures, supports, monitors, tests, and troubleshoots end-user hardware, software, and peripherals. The role supports Windows and Apple devices, approved business applications, network connectivity, collaboration tools, and related workplace technology. Working under established procedures and escalation paths, the specialist resolves incidents and service requests, documents work accurately, supports device lifecycle activities, and helps maintain a secure and reliable end-user computing environment.

Essential Functions

• Provides World Class Customer Service to internal and external customers.

• Participates in scheduled after-hours or on-call support, as required, to help maintain critical end-user computing services.
• Creates, updates, and resolves incidents and service requests in the approved IT service management system, maintaining accurate notes, categorization, status, and resolution details.
• Supports the creation, maintenance, and implementation of procedures for identifying, receiving, documenting, assigning, escalating, and resolving technical issues.

• Ensures project documents are complete, current and stored appropriately.
• Assigns, documents, and maintains computer logins, certificates, passwords, and access profiles for software applications, network access, and telecommunications systems.

• Configures, deploys, and supports workstations, laptops, mobile devices, docks, and approved peripherals in accordance with organizational standards, security requirements, and device lifecycle procedures.
• Diagnoses and resolves hardware, operating system, application, connectivity, printing, peripheral, and endpoint performance issues. Coordinates repair or replacement when an issue cannot be resolved remotely or at the workstation.
• Provides responsive support for executives and other designated users across laptops, mobile devices, collaboration tools, conference rooms, and related workplace technology, following established escalation and communication procedures.
• Coordinates with Human Resources, hiring managers, and other stakeholders to prepare, issue, recover, and document devices and access for employee onboarding, transfers, and offboarding.
• Applies approved endpoint security controls, including device encryption, security software, certificates, configuration policies, and asset identification, in accordance with organizational standards.
• Assists with identifying potential security issues, follows approved containment and escalation procedures, and promptly reports suspected incidents to the appropriate security team.

• Coordinates third-party maintenance for hardware and software.
• Responds to needs and questions of users concerning their access of network resources.

• Writes process and procedural documentation including requirements.
• Makes self-available to other staff members as a source of information.

• • Maintains accurate inventory and lifecycle records for computers, mobile devices, peripherals, accessories, assigned users, locations, warranties, and disposition status.

Work Experience Requirements

• Typically requires one to two years of related technical support experience. Hands-on experience supporting end-user devices, software, peripherals, and basic connectivity issues is preferred.
• Works under general supervision, follows established procedures, and escalates unfamiliar or higher-risk issues while developing independent troubleshooting judgment.

• Relies on instructions and pre-established guidelines to perform the functions of the job.
• Familiar with a variety of the field's concepts, practices, and procedures.

• Requires a high level of technical skill in field of expertise

• • Experience supporting current Microsoft Windows and Apple macOS operating systems, including common productivity, collaboration, security, and device-management workflows.
  • Knowledge of endpoint hardware, docks, displays, printers, peripherals, and common diagnostic and replacement procedures.
  • Working knowledge of Microsoft 365 or comparable productivity and collaboration platforms, including email, calendaring, document tools, messaging, and virtual meetings.
  • Basic knowledge of wired and wireless networking, VPN connectivity, authentication, name resolution, and common endpoint connectivity troubleshooting.
  • Basic knowledge of cloud-based email and calendaring systems, account configuration, mobile synchronization, and common client troubleshooting.

Education

• Typically requires two or more years of college-level coursework or completion of an information technology trade school program. Relevant certifications or at least two years of equivalent technical support experience may be considered in place of formal education.

Analytical/Interpersonal Skills

• Excellent written and oral communication skills.

• Uses established procedures and sound judgment to prioritize work, troubleshoot routine issues, protect company assets and information, and determine when escalation is required.

• Sets priorities based on workload.

Physical/Environmental Demands

• Must be able to safely lift, carry, and move equipment weighing up to 75 pounds, with or without reasonable accommodation.

• This position may require weekend & evening hours.

Synchronoss is proud to be an equal opportunity employer. As a global company, we value and celebrate diversity and are committed to a workplace free from discrimination and harassment. We take pride in fostering an inclusive environment based on mutual respect and merit. We are at our best when our workforce is dynamic in thought, experience, skill set, race, age, gender, sexual orientation, sexual expression, national origin and beyond.