Senior Desktop Support Engineer

Company Overview 

10Pearls is an award-winning end-to-end digital innovation company that helps businesses imagine and build the future. We are proud to announce that 10Pearls was named as winner of the Best Tech Work Culture Timmy Award in Washington DC by Tech in Motion, recognized on the Inc. 5000 Fastest-Growing Companies List, and was ranked the #1 Most Diverse Midsize Company in Greater Washington. We partner with businesses to help them transform, scale, and accelerate by adopting digital and exponential technologies. Our work has ranged from creating highly usable, secure digital experiences, mobile and software products, to helping businesses modernize through cloud adoption and development and the digitalization of their business processes. Our clientele is highly diverse, including Global 1000 enterprises, mid-market businesses, and even high-growth start-ups. But those are just facts. What makes us unique is that we have a true heart and soul. We have a strong focus on a double bottom line and actively support and engage with the communities where we live and work to make the world a better place. In a nutshell, we believe in doing well, while doing good and know how to balance the two. 

Role 

We are seeking a customer-focused IT Help Desk Support Engineer to provide first-line technical support to end users, ensuring quick and effective resolution of hardware, software, and network issues. In this role, you will be the first point of contact for IT-related queries and incidents, responsible for accurately logging, triaging, and resolving tickets or escalating them to the appropriate teams, while maintaining a high standard of customer service and communication throughout. 

Responsibilities 

• Serve as the first point of contact for end users seeking technical assistance via phone, email, chat, or ticketing system. 

• Log, categorize, and prioritize incidents and service requests accurately in the IT service management (ITSM) tool. 

• Diagnose and troubleshoot hardware, software, operating system, and connectivity issues on desktops, laptops, and mobile devices. 

• Provide first-level support for common business applications, email/collaboration tools (e.g., Microsoft 365, Google Workspace), and printer/peripheral issues. 

• Perform user account administration, including password resets, access provisioning, and Active Directory/Azure AD support. 

• Escalate unresolved incidents to Level 2/3 support teams with clear documentation, ensuring timely follow-up and resolution. 

• Set up and configure new workstations, laptops, and peripherals for onboarding employees, following standard imaging and deployment procedures. 

• Maintain and update the IT asset inventory, tracking hardware and software assignments. 

• Ensure adherence to SLAs for ticket response and resolution times, keeping users informed of progress and status. 

• Create and maintain knowledge base articles, FAQs, and troubleshooting guides to support self-service and reduce repeat issues. 

• Support basic network troubleshooting, including connectivity, VPN access, and Wi-Fi issues. 

• Follow established ITIL processes for incident, problem, and change management. 

• Identify recurring issues and escalate trends to improve overall service quality and reduce ticket volume. 

• Maintain confidentiality and security of user data and systems in accordance with company policies. 

Required Qualifications 

• 4-5 years of experience in an IT help desk, service desk, or technical support role. 

• Working knowledge of Windows and/or macOS operating systems, and common office productivity and collaboration tools. 

• Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN) and troubleshooting connectivity issues. 

• Familiarity with Active Directory, Azure AD, or similar directory services for user and access management. 

• Experience using ITSM/ticketing tools (e.g., ServiceNow, Jira Service Management, Freshservice, or similar). 

• Basic knowledge of hardware setup, imaging, and peripheral configuration for desktops and laptops. 

• Strong customer service orientation with excellent verbal and written communication skills. 

• Ability to prioritize and manage multiple tickets in a fast-paced environment while meeting SLA targets. 

• Strong analytical and problem-solving skills with attention to detail. 

• Bachelor's degree in information technology, Computer Science, or a related field (or equivalent practical experience). 

• Relevant certifications such as CompTIA A+, ITIL Foundation, or Microsoft certifications are a plus. 

• Willingness to work in shifts or provide on-call support as required by business needs.