Desktop Support Engineer

Job Description: Desktop Support Engineer Reports To: Logistics Manager Classification: Non-Exempt

Department: Operations Position Type: Full-Time

At SmartChoice, we’re reshaping the way businesses communicate, connecting them with innovative solutions through our SMART Network. As a trusted Voice Carrier, Internet Service Provider, Microsoft Teams Partner, and Service Expert, we help companies nationwide achieve new levels of performance with our tailored and cutting-edge technology. We're passionate about delivering exceptional white-glove service, and our team is key to keeping businesses moving forward.Why Join Us?

At SmartChoice, we believe that greatness is achieved through collaboration, creativity, and a relentless commitment to white glove service and customer success. We don’t just sell products—we build partnerships and create lasting impacts for businesses across the country. As a leading provider of advanced voice, internet, and communications solutions, we empower our clients with the tools they need to thrive in today’s fast-paced, tech-driven world.

At SmartChoice, we believe our people are the heart of what we do, and we pride ourselves on fostering a dynamic and inclusive work environment where everyone’s voice is heard. Our culture thrives on creativity, collaboration, and celebrating successes—big and small.

As part of our team, you'll be joining a company that values innovation, teamwork, community engagement, and professional growth. Whether it's through professional development, team-building events, or mentorship opportunities, we ensure that our employees feel supported and empowered to achieve their goals. If you're driven, passionate, and ready to make an impact, we want you to be part of our journey.

• Recruitment agencies or third-party recruiters—please note that we are not engaging external firms for this role.
• This is a 3-month contract position with the potential to become full-time.
  
  

Job Overview:

The Desktop Support Engineer is responsible for providing technical assistance to users troubleshooting hardware and software issues. To include voice, data, security, AV, and managed service equipment is properly staged, tested, labeled, configured and ready for dispatch/shipping. The Desktop Support Engineer is to understand, test, and provide on-site support for the technical requirements of SCC projects.

Supervisory Responsibilities:

• None.
  
  

Responsibilities:

• Troubleshooting: Diagnosing and resolving hardware and software problems, including printer issues, security, network connectivity, and desktop system failures.
• Installation and Configuration: Installing and configuring operating systems, applications, network devices, and security panels.
• User Support: Assisting users with on-site technical issues, providing clear instructions, and guiding them through problem resolution.
• Documentation: Maintaining logs of support requests, solutions, and user feedback for the submission of prompt offsite reporting to SmartChoice leadership.
• Remote Troubleshooting: Providing support remotely when possible.
• Escalation: Directing unresolved issues to higher-level support personnel.
• Hardware and Software Upgrades: Installing software updates, patches, and upgrades, with a proficient understanding in the use of Atera, and performing hardware upgrades as needed.
• Asset Management: Tracking and managing customer managed desktop assets, including peripherals.
  
  

Skills:

• Problem-solving: Ability to diagnose and resolve technical issues efficiently.
• Communication: Clear and concise communication skills to explain technical issues and solutions to users.
• Written: Can compose clear and concise written feedback to customers in line with SmartChoice’s White Glove standards.
• Technical Proficiency: Familiarity with hardware, software, and networking concepts.
• Customer Service: A positive and helpful attitude when interacting with users.
• Multitasking: Ability to handle multiple tasks and requests simultaneously.
• Remote Troubleshooting: Experience with remote troubleshooting and support tools.
• Staging: Ability to stage and configure networking equipment in preparation for deployment with specific customer needs.
• Remote Troubleshooting: Experience with remote troubleshooting and support tools.
  
  

Education and Experience:

• Bachelor’s degree in computer science or equivalent combination of education and work experience.
• Technical Experience: 3+ years understanding of operating systems, hardware, software, and networking principles
• Time Management: The ability to manage multiple tasks and prioritize issues efficiently
• Scripting: Familiarity with scripting languages like PowerShell to automate repetitive tasks
• ITIL Certification: The ITIL Certification provides a structured approach to IT service management
• CompTia A+: Validates basic computer hardware and software knowledge.
• Microsoft Certifications: MCP. MCSA, and MCSE demonstrate expertise in Microsoft products and technologies
• Must possess and maintain a valid Driver's License and safe driving record
  
  

Required Skills/Abilities:

• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Excellent sales and customer service skills.
• Excellent organizational skills and attention to detail.
• Excellent time management skills with a proven ability to meet deadlines.
• Strong analytical and problem-solving skills.
• Ability to prioritize tasks and to delegate them when appropriate.
• Ability to function well in a high-paced and at times stressful environment.
• Proficient with Microsoft Office Suite or related software.
  
  

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• Ability to lift up to 50 pounds at times.
  
  

What We Offer:

• Culture of Innovation: You’ll be part of a forward-thinking team that’s driving the future of business communications.
• Growth Opportunities: As SmartChoice continues to expand, so do the opportunities for our team members to take on new challenges.
• Fun & Collaborative Environment: We’re serious about our work, but we also know how to have a good time. From team-building events to spontaneous brainstorming sessions, SmartChoice is a place where your voice will be heard, and your efforts will be recognized.
  
  

At SmartChoice, we embrace a work culture that champions teamwork, creativity, and fun while striving for excellence in everything we do. We believe that when passionate individuals come together, great things happen. If you’re looking to contribute to a growing company that is shaping the future of business communication, we want you on our team. Apply now and start making your mark at SmartChoice!

SmartChoice provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. Discrimination of any type is not tolerated.