IT Support Engineer

Avance Consulting

Dallas, TX

Experience: 4–7 years

Role Summary

The Enterprise IT Support Engineer (Onsite – Mid-Level) provides hands-on technical support for end-user computing services across assigned locations. The role focuses on incident resolution, service request fulfillment, and maintaining stable desktop operations while working closely with the Onsite IT Support Lead and remote teams.

Key Responsibilities:

Provide onsite IT support for desktops, laptops, printers, scanners, peripherals, and mobile devices
Support telephone systems, RSA tokens, VPN access, and Citrix connectivity
Perform password resets and basic identity/access-related support
Assist users with day-to-day IT issues to improve productivity and efficiency
Monitor, update, and resolve tickets using GSEP and Ivanti LanDesk
Handle L2-level incidents and service requests within defined SLAs
Escalate unresolved or complex issues to the Onsite Lead or appropriate teams
Ensure tickets are documented clearly with troubleshooting steps and resolution details
Install, configure, and maintain desktop operating systems and enterprise applications
Install and troubleshoot drivers for local and network printers and peripherals
Support Microsoft Office, Outlook, browsers, and approved enterprise software
Perform hardware troubleshooting and coordinate replacements when required
Update user information in organizational systems as directed
Support onboarding and offboarding activities (account setup, access changes, device readiness)
Assist with user access updates for enterprise applications
Support desktop-related IT projects, rollouts, and migrations
Participate in planned maintenance and change activities
Assist with site-level deployments and refresh activities
Maintain accurate ticket updates and basic documentation
Follow SOPs, runbooks, and standard support processes
Work closely with onsite lead, remote teams, and other IT towers

Required Skills & Qualifications

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