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Etch

Desktop Engineer II

Etch

. Provide technical support for incidents and service requests related to Information Services equipment .

Posted 9/29/2026full-timeRemote • Tennessee • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in providing technical support for hardware and software issues, with a strong focus on customer service and effective communication. Proficient in problem-solving and maintaining a secure and organized IT environment.

Highest-signal resume keywords
Technical SupportDesktop SupportProblem-SolvingCustomer ServiceMS Office Proficiency

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills
Technical SupportDesktop SupportNetwork ConnectivityHardware InstallationSoftware InstallationIncident ResolutionPreventative MaintenanceHelp Desk SoftwareKnowledge Database ManagementService Desk System
Soft Skills
Excellent Communication SkillsOrganizational SkillsTime ManagementProactive Decision-MakingService Orientation
Tools & Technologies
MS OfficeOutlookExcelPowerPointDesktop Applications
Industry Keywords
Information TechnologyService DeskClient RelationshipsSecurity PoliciesUser Inquiries

About the role

Key responsibilities & impact
  • Provide technical support for incidents and service requests related to Information Services equipment
  • Plan, schedule, and install new hardware and software
  • Analyze and resolve moderately complex problems involving desktop applications, network connectivity, printers, smartphones, laptops, and iPads
  • Provide support and resolution for hardware, network, software, and application problems
  • Evaluate and escalate calls based on urgency, complexity, and organizational impact
  • Record user inquiries through incident resolution using the service desk system
  • Ensure the computer environment is secure, clean, and maintenance and shift turnover procedures are followed
  • Assign problems to appropriate individuals and monitor service request progress
  • Provide feedback on service agreements, first-call personnel effectiveness, and client call patterns
  • Recommend system modifications to reduce user problems
  • Provide customer service and develop client relationships through follow-up and client contacts
  • Create and expand the knowledge database through documentation
  • Update procedural and resolution information in help desk software
  • Use software and hardware to detect and resolve desktop computer and network problems
  • Adhere to security policies and follow procedures for security violations
  • Perform preventative maintenance according to manufacturer standards
  • Ensure housekeeping and maintenance functions are completed on schedule
  • Communicate effectively with other shifts for smooth shift transitions

Requirements

What you’ll need
  • High School Diploma
  • Four years’ experience in Information Technology, Desktop Support, Service Desk, or related field
  • Excellent oral and written communication skills
  • Service oriented
  • Able to work independently
  • Proactive and able to make routine decisions independently
  • Above average problem-solving skills
  • Excellent organizational, time management and customer service skills
  • Proficient in MS Office, Outlook, Excel, PowerPoint and other computer applications
  • No license or certification required