Desktop Engineer

About the Role:

Softrim LLC is a dynamic technology services provider seeking a skilled Desktop Engineer to join our team in the Chicago area. As a Desktop Engineer - Chicago, you will be responsible for providing technical support to corporate users on-site and remotely assisting satellite offices and senior living communities.

You will work closely with our team to evaluate, recommend, and execute new technologies to ensure optimal desktop infrastructure and network performance. Additionally, you will develop and maintain technical expertise on desktop technologies, peripherals, networking, and cloud-based solutions.

Responsibilities:

• Provide Tier 1-2 technical support via phone, web-based tools, and email to both on-site and remote users.
• Act as a liaison between users and remote Tier 2-3 team members, assisting with service delivery, projects, and requests.
• Assist with and solve technical issues related to Microsoft Office, M365, SharePoint, OneDrive, Teams, network printing and scanning, VOIP, malware, and other technologies.
• Develop and maintain technical expertise on desktop technologies, peripherals, networking, and cloud-based solutions.
• Support and implement Wi-Fi access points, Ubiquiti, network infrastructure, WAN, LAN, and Firewalls (e.g., SonicWall).
• Evaluate, recommend, and execute new technologies to ensure optimal desktop infrastructure and network performance.
• Perform preventive and proactive maintenance and support as needed.
• Document all work performed in the ticketing system (ConnectWise).
• Accurately record all time and notes for work performed following company standards.
• Maximize billable status for work performed.
• Other duties as assigned.

Requirements:

• Associate degree or equivalent experience.
• Working knowledge of IT and hands-on experience with networking, desktop technologies, and troubleshooting.
• Hybrid on-site presence with major MSP clients in the Chicago area; occasional travel to other client sites required (around 10-20%).

Desired Skills:

• Network+, Security+, ITIL, Microsoft certifications are a plus.
• Working knowledge of ConnectWise ticketing system, Labtech, Bomgar, Ubiquiti, SonicWall, VOIP, Mobile Device Management (MDM), and technical documentation.
• Ability to handle client interactions professionally and respectfully.
• Strong customer service and client management skills.
• Strong written, verbal, and interpersonal skills.

Estimated Salary: $32-$36/hr.