Desktop Support Engineer

The Opportunity

The Desktop Engineer’s role is to provide desktop support for core organizational functions. This is achieved by monitoring, maintaining, supporting, and optimizing all desktop computer and phone software and associated operating systems. The Desktop Engineer will apply proven communication, analytical and problem-solving skills to help identify, communicate, and resolve desktop computer and phone issues to maximize the benefit of IT system investments across the business.

The Company

H-Wave is the very best in drug-free pain relief and rehabilitation! Our team puts patient outcomes above all else, we treat customers and co-workers like family, and we’re passionate and “all-in” for what we get to do every day.

For over 40 years the H-Wave electronic stimulation device has been used to reduce medication usage, manage pain, and speed recovery from surgery or injury. We provide physicians in the worker's compensation, auto insurance, and personal injury markets with a more effective drug-free alternative; which helps their patients live a better life and improves the efficiency and success of physician offices with more satisfied patients.

When you join H-Wave, you become part of a tight-knit team dedicated to helping people live better lives while also supporting physicians in delivering top-tier care.

The Job

• Responding to client support requests, managing Help Desk Tickets in a timely manner. Help Desk Tickets are to be updated on a regular basis until completion. Root cause documentation is critical to provide a reference point for future, similar type issues. Friday mornings should be spent closing completed Help Tickets; this allows for workload analysis to be conducted on actual performance results.
• Contact clients to find out the nature of the problem. This requires consideration as to the best communication method to be used based on the type of employee. Sales Representatives in the field tend to respond better to mobile device communication methods vs. Operations Staff located in the Corporate Office. Remote Corporate Office staff require special consideration in the event of a network outage.
• Cost effective purchasing, timely shipping and tracking of incoming computer equipment are important responsibilities of this role. Alignment with the IT budget worksheets is necessary and then there are extenuating purchasing circumstances that must be communicated to the immediate Supervisor as soon as possible. Provide cost analysis where appropriate for larger items such as printers & multi-function copiers/printers.
• Installing and maintaining computer and or phone hardware and associated peripherals. Infrastructure Onboarding steps / tasks must be followed and checked off for each computer imaged and configured before handing over to a user.
• Troubleshooting desktop computer and or phone hardware and associated software issues. Escalation to appropriate support services is critical for the quick turn-around for resolution. Support services will include outside 3rd party services as well as in-house resource expertise.
• Installing and upgrading operating systems and associated computer or phone software.
• Ensure secure connectivity of all computers and phones via Direct Connect, Wireless Access Points and VPN Functionality.
• Manage all computer inventory, equipment allocated to employees and equipment maintained in the office.
• Advise and manage upgrade planning for computer software and hardware.
• Act as the backup administrator to Keeper; having the necessary permissions to perform any administrative tasks if the Sr. System Administrator is unavailable to do so. Working with the IT Infrastructure & Cybersecurity Engineer on a regular basis keeping abreast of changes and issues within the Infrastructure area of responsibilities.
• Manage desktop cyber security through phishing and hacking education. Manage H-Wave’s 3rd party application used to identify compromised emails.
• Providing basic training in mobile device & computer operation / management for employees as needed. This may include participating in Bite-Sized Learning sessions hosted for H-Wave employees on new or old “how-to” topics of interest.
• Interact with vendors, outsourcers, and contractors to understand computer or phone related requirements, request service & repair, preview new products and services.
• May provide Gatekeeper responsibilities, giving Production environment access to On-Call Staff, and removing the Production access once the implementation is completed or the issue has been remediated. Keeping a log of these Production access requests is also critical for security purposes.

Requirements

• This position is onsite 100% of the time in our Huntington Beach office. Candidates must live near Huntington Beach.
• The Desktop Support Engineer will have a Computer Science or Engineering bachelor’s degree and 5 years of Desktop Engineering experience, or a Technical Certificate with 7+ years of related experience
• Windows OS in depth experience (Latest Version)
• Windows Imaging services for desktops and laptops
• Experienced with AD/GPO/Domain Admin to support On-boarding & Off-boarding of employees in a hybrid environment (Azure and On-Premises networks)
• Office 365 - Cloud with 2 Factor Authentication
• VPN technologies to support remote users
• iOS in-depth experience (phones & tablets)
• Verizon MDM (MaAs360)
• MCSE completed or in progress with COMTIA A+ at a minimum
• COMTIA Security+ or similar security certification a plus
• 8x8 Phone System integration with Teams experience a plus
• Management of Help Desk Ticketing System
• Proven work experience as a Desktop Support Engineer or Support Technician
• Ability to solve complex hardware and software issues
• Excellent interpersonal skills
• Good written and verbal communication skills

The Working Conditions

Ability to perform system, hardware upgrades and new deployments after hours and occasionally on weekends. On-call technical support required in the event of computer, application, or network service interruptions. Ability to collaborate with internal and outsourced IT resources to support a dynamic and growing enterprise business and the associated dependency on technology.

The Physical Requirements

Ability to lift and move computer equipment such as monitors, printers, and shipping deliveries. Ability to carry various small computer devices from one location in the corporate building to another. Extended periods of sitting during a service interruption.

Salary Description

$33-36 hourly