IT Desktop Support Engineer

Provide visible, responsive onsite L1/L2 technical support across the contact center floor, training rooms, conference rooms, and designated support areas, with particular focus on minimizing agent downtime and restoring service quickly. 

Diagnose and resolve Windows 10/11 workstation and laptop issues involving login, authentication, user profiles, performance, freezing, application access, printing, browser behavior, audio, headsets, docking stations, monitors, keyboards, mice, and other approved peripherals. 

Support user access and identity issues involving Active Directory and/or Entra ID, password resets, multifactor authentication, account lockouts, group-based access, VPN, and other approved access controls within assigned permissions and escalation procedures. 

Provide first-line support for virtual desktop and secure remote-access solutions, including AWS WorkSpaces/AWS VDI and/or Azure Virtual Desktop when used by the program, and escalate infrastructure-level issues with clear diagnostic information. 

Support contact center applications and end-user workflows by troubleshooting local or endpoint-related issues affecting CRM/case management systems, web applications, softphone/telephony tools, collaboration platforms, and other approved business applications. 

Provide support by answering calls received through IT ticketing tool and support users working remotely. 

Support call-center-specific technology including headsets, audio devices, softphone/VoIP connectivity, workstation performance, dual-monitor configurations, wired network connections, printers, and other equipment required for production and training. 

Should be able to work on call center console to provide user level access to voice calls. 

Troubleshoot basic network and connectivity issues using working knowledge of TCP/IP, DNS, DHCP, VPN, Wi-Fi and wired connectivity, and escalate switch, firewall, routing, bandwidth, ISP, or server-side issues to the appropriate infrastructure or network team. 

Provide onsite technology support during new-hire onboarding, training waves, nesting, go-live activities, shift launches, major system changes, and other high-volume readiness events; verify equipment and access are functional before employees enter production. 

Respond to floor-wide or high-impact incidents, rapidly assess scope, communicate status to local Operations and IT leadership, open or update incident records, and coordinate with central IT and vendors until service is restored. 

Partner with Operations, Training, Workforce Management, Facilities, and centralized IT teams to identify recurring technology issues, reduce avoidable downtime, and improve workstation and site readiness. 

Prepare, image, configure, deploy, replace, and recover laptops, desktops, monitors, headsets, docking stations, and other approved endpoint equipment in accordance with Omega standards and approved endpoint-management processes. 

Support application installation, endpoint configuration, patching, security updates, device compliance, and approved software deployment in partnership with Infrastructure and Cybersecurity teams and within assigned administrative permissions. 

Maintain accurate local inventory and chain-of-custody records for assigned technology assets, spare devices, loaners, peripherals, and accessories; support equipment assignment, return, secure storage, refresh, and disposal processes.