Desktop Support Engineer

Role Purpose:

Provide on-demand, on-site deskside IT, Audio/Video (AV), and Video Conferencing support for Douglas Elliman employees, with a strong emphasis on VIP-facing, hands-on service that enables agents to remain productive and profitable. This role is about IT as a business enabler, not just a cost center.

Key Responsibilities:

• Deliver world-class technology support services within DE Technology standards.

• Act as first-line support for local employees and agents, ensuring rapid, high-quality resolutions.

• Log all IT engagements in the ticketing system for performance tracking.

• Travel occasionally within Westchester and Connecticut (not a “road warrior” role).

• Troubleshoot Wi-Fi, network, cabling, hardware/software, printers, and AV systems.

• Operate AV equipment for events (Town Halls, client meetings).

• Provide IT/AV training for employees and assist with onboarding new agents.

• Support agents with tools like email, CRMs, digital marketing platforms, and listing systems.

• Coordinate with cable TV providers for signal issues.

• Maintain proactive communication with users on issue status and resolutions.

Skill Requirements:

• Experience: Minimum 2 years in end-user IT support, ideally in fast-paced or client-facing environments.

• Mobility: Must have a car for occasional travel to nearby offices.

Technical Skills:

• Dual-platform expertise: MacOS and Windows OS

• Microsoft-heavy stack: Azure, M365, InTune, Entra, Defender

• AV and conferencing tools: Zoom, Microsoft Teams

Soft Skills:

• Exceptional client-facing poise and interpersonal skills

• Ability to manage deadlines and multitask under pressure

• Strong organizational and time management skills

• “Completer/finisher” mentality with proven delivery track record