Desktop Support Engineer

- Troubleshoot Mac and Windows hardware, software, and mobile devices - Accurately document all issues and requests in the IT ticketing system - Monitor and prioritize incoming tickets in the IT Helpdesk Ticket Queue - Provide timely responses to issues, updating internal customers on progress - Research technical solutions within department-specific applications - Follow up with end-users, ensuring resolution of issues and requests - Support multiple locations and provide remote assistance as needed - Participate in a rotation for after-hours and weekend on-call coverage - Adhere to service-level agreements (SLAs) - Assist in managing Major Incidents, including sending out employee communications - Contribute to projects as required - Aid in the procurement and lifecycle management of physical assets and software licenses - Manage and administer all client assets including desktops, laptops, printers, and mobile devices - Support conference rooms and collaboration technology (video/audio conferencing, electronic whiteboards) - Provide support for laboratory and shipping hardware - Assist with network hardware and local printer support - Lift and carry up to 25 lbs as necessary - Handle Identity and Access Management tasks including provisioning and revoking access and licenses - Document approval processes as needed - Assist in gathering evidence for auditors to support compliance initiatives - Conduct internal compliance checks - Manage on-boarding of new hires including imaging laptops and conducting IT presentations - Process off-boarding requests in a timely manner