Desktop Support Engineer - On-Site

Black Box•Rayville, LA

10h•Onsite

About The Position

We’re seeking a highly skilled Desktop Support Engineer for a data center who thrives in a hands-on, fast-paced environment. In this role, you’ll be the go-to technical expert for end users, supporting a wide range of devices, systems, and onsite technologies. If you enjoy solving complex technical problems, delivering exceptional customer service, and owning IT operations at the site level—this is the role for you.

Requirements

Degree or technical training in Information Technology (or related field) with 5–7 years of hands‑on support experience in a networked, customer-facing environment.
Certifications such as A+, Microsoft, or ITIL are a plus.
Confident working independently in a fast-paced onsite environment supporting diverse user groups.
Strong time-management skills with the ability to prioritize and multitask.
Excellent interpersonal, verbal, and written communication skills.
Self-driven, detail‑oriented, and committed to exceptional service.
Hands-on experience with Windows 10/11, system settings, networking, and device management.
Proficiency with Microsoft 365 apps—Outlook, Word, Excel.
Familiarity with VPN technologies (Cisco AnyConnect or similar).
Experience with Entra ID, Intune, MDM, Active Directory (password resets, user management).
Strong understanding of networking concepts: TCP/IP, DHCP, DNS, switches, routers, firewalls, VPNs, Wi-Fi.
Experience with WebEx audio/video systems.
Comfortable working with physical data center equipment (rack/stack, patching).
Must Have: Remote support tools, ticketing systems (ServiceNow preferred), VPN technologies, and endpoint security.
Degree and/or technical education in Information Technology or related field along with 5 - 7 Years of relevant hands on experience in an end user and customer focused networked PC environment
Industry-specific certifications such as A+, Microsoft and ITIL are a plus but not required.
Comfortable working independently in a fast-paced at site location while supporting a wide variety of job roles.
Proficient in time-management and the ability to multitask and prioritize daily support requests and projects.
Ability to diagnose, isolate and troubleshoot computer physical hardware and software components both remotely and locally.
Exhibit professional attitude and appearance with excellent verbal, interpersonal and communication skills.
Self-motivated, enthusiastic, solid problem-solving skills, detail oriented, willing to learn and a desire to succeed.
Handson experience with Win10/11 OS – Control panel, System settings, networking, device manager
Microsoft Outlook, Word, Excel
Cisco AnyConnect or experience with VPN client technologies
Hands on Working knowledge in MS Entra, InTune Administration, MDM
Microsoft email and Outlook on an Hybrid O365 Environment – OST/PST, Email Profiles, Shared Folders, Archives, Add-on’s and Webmail
Able to install, configure and test routers and switches
Networking – Exposure and knowledge of networking protocols and components - TcpIP, DHCP, DNS, Switches, Routers, Firewalls, VPN, Tokens, WiFi, Hotspots & Nic’s.
Active Directory Password resets and User properties.
Working knowledge of WebEx audio/video conferencing systems
Understanding and prior experience working on the physical setup of a Data center
Read and understand Network Topology Diagram to assist in: a. Rack/Stack of network devices b. Interconnection Fiber and Copper patching of devices c. Troubleshooting network issues d. Proper label of devices and interconnection cables

Nice To Haves

Good to Have: Bomgar, asset management tools, disk encryption, Citrix Workspace, imaging tools (ManageEngine Endpoint Central), Cisco AMP/Umbrella, CrowdStrike Falcon.
Bomgar - Good to Have
Service Now – Good to have
Asset Management – Good to have
Data recovery tools - Good to have
Disk Encryption - Good to have
Citrix virtual apps desktop and Citrix Workspace- Good to have
Laptop/Workstation imaging technologies – Good to have Manage Engine Endpoint Central- /Nice to have
Cisco AnyConnect – Good to have
Cisco AMP-Umbrella and CrowdStrike Falcon – Good to have

Responsibilities

Provide onsite support for desktops/laptops, peripherals, hardware replacements, and office IT equipment.
Install, configure, and troubleshoot operating systems, applications, and security tools for both local and remote users.
Diagnose and resolve issues affecting PC performance, network connectivity, and workstation hardware/software.
Install, configure, and maintain printers and multifunction devices.
Support video conferencing systems (Zoom, Teams, WebEx, Polycom, etc.) for meetings and corporate broadcasts.
Perform first-level troubleshooting on switches, routers, firewalls, and wireless access points.
Rack/stack network equipment, patch cables, and assist with physical connectivity checks.
Provide remote‑hands support for server and network teams (cabling, racking, hardware checks).
Interpret network topology diagrams to support racking, patching, troubleshooting, and proper labeling.
Manage incident tickets using ServiceNow—create, update, and close tickets with accurate documentation.
Partner with vendors for onsite technical services, equipment repairs, and software/hardware support.
Maintain accurate asset records for all onsite IT equipment.
Ensure compliance with corporate technology and security policies.
Onsite IT Support: Provide hands-on assistance for hardware replacements, peripheral installations, and office IT infrastructure.
Laptop/Desktop Support: Install, configure, and troubleshoot operating systems, applications, and security tools, workstation hardware and software to users both locally and remotely
Diagnose and resolves problems related to the operation of PCs on the network
Printer Support: Manage installation, configuration, and maintenance of printers and multifunction devices.
Video Conferencing (VC) Support: Set up and maintain conference room equipment (Zoom, Teams, WebEx, Polycom, etc.). Configure, troubleshoot and support Video Conferencing systems used for corporate broadcasts
Rack/stack network equipment in a data rack; Install patch cables to network devices; Troubleshoot performance issues of network devices;
Remote Hands Support: Assist network/server teams with cabling, racking, patching, and hardware troubleshooting.
Networking Support: Perform first-level troubleshooting of switches, routers, firewalls, and wireless access points.
Perform physical connectivity checks and cabling, coordinate with the Infrastructure teams regarding compute, and networking activities on an as needed basis
Incident Management: Create, monitor, update, and close tickets using Service Now ticketing system
Respond to user requests and service issues in a timely and professional manner
Asset management of all IT equipment on site
Work with various vendors as needed to support site specific services, hardware, and software
Adhere to Black Box corporate, technology and security policies at all times while performing daily functions