Support Services Engineer

Description

• Troubleshoot and support a range of systems, including Microsoft Windows 11, iOS devices, macOS, SCCM, Intune and Active Directory.
• Serve as an escalation point for technical support via phone, in-person, or remote tools such as Bomgar or Zoom.
• Support and troubleshoot Zoom Rooms, including iPads and conference room setups.
• Set up and support peripheral devices such as printers, scanners, and copiers; troubleshoot and resolve issues.
• Configure, deploy, and maintain end-user devices using standard hardware images and software packages.
• Use collaboration and productivity tools such as Asana, Cisco AnyConnect, and Netskope for task management and secure access.
• Translate technical concepts into user-friendly explanations for non-technical staff.
• Own assigned incidents from start to resolution while ensuring a positive customer experience.
• Manage PC setup and deployment for new employees using standard hardware, images and software.
• Participate in the execution of disaster recovery plans during system outages.
• Provide support for mobile devices and assist users in accessing company systems securely.
• Provide user and system support for key business applications such as Salesforce, Microsoft 365 application, Box, Zoom, Adobe Acrobat, Illustrator, Photoshop, and InDesign.

Requirements

• Outstanding verbal and written communication skills.
• Ability to show ownership of your work, take on challenges and acknowledge growth opportunities, and demonstrate patience when learning new processes.
• Detail-oriented mindset while consistently focusing on the big picture.
• Bachelor’s degree in information systems, computer science, or a related study, or equivalent working experience.
• 3+ years’ experience working in a desktop support role supporting Mac OS, Windows 11, Microsoft 365, and Adobe applications preferred.
• Ability to travel overnight within the United States, up to 25%.
• Demonstrated knowledge of Windows 11 operating system.
• Good business judgment and strong analytical and problem-solving skills.
• Ability to communicate effectively with technical and management level professionals.
• Flexibility to participate in an after-hours on-call support rotation.
• Experience operating within a ticketing system to track incidents and status of assigned tasks, preferably using ServiceNow.
• Courtesy, respect, and thoughtfulness in teaming with colleagues and other stakeholders.

Benefits

• 401(k) + match
• Paid maternity and parental leave, as well as other family paid leave programs
• A robust health and wellness program – earn cash rewards and gain access to resources that
• Up to 83% subsidized medical payroll deductions
• Pre-tax transit and commuting benefits
• Empowerment and encouragement to give back – volunteer hours and donation matching
• Competitive dental and vision benefits
• Comprehensive benefit options* that have earned Walker & Dunlop the silver level of the 2022 Cigna Healthy Workforce Designation™, some of which include:
• The opportunity to join one of Fortune Magazine’s Great Places to Work winners from 2015-2023
• Career development opportunities
• Attendance is generally Monday through Friday from 8:30 am – 5:30 pm local time with a minimum of 3 days per week in office and up to 2 days per week of remote work from home, and the requirement of participation in an on-call rotation for after-hours support.
• Company-paid life, short and long-term disability insurance
• Health Savings Account and Healthcare and Dependent Care Flexible Spending

Training + Development

Interview process

Visa Sponsorship

Security clearance