Desktop Support Engineer

As a Desktop Support Engineer, you will directly support Ping employees in Austin, TX and around the globe. You will solve problems, provide secure and reliable end-user support, and be responsible for maintaining end-user computing and office technology at our Austin, TX site in close partnership with our Systems, Security, and Facilities teams.

• Report to the Manager, Desktop Support, and provide Tier 1 end-user support through various channels such as phone, in-person, and our ticketing system for all IT-related questions and issues from Ping Identity employees and affiliates.
• Triage and prioritize support tickets, identifying those requiring urgent attention, and perform problem analysis to recognize support call trends and areas for improvement.
• Follow documented security and identity verification procedures (e.g., for password resets, MFA changes, and access requests) to protect users and systems from social engineering and other threats.
• Contribute to the knowledge base by creating and updating articles that document common issues, configurations, and "how-to" guides, fostering self-service troubleshooting among employees.
• Manage software licenses at the end-user level, including assignment and tracking, in coordination with application owners and Procurement to ensure compliance and efficiency.
• Handle IT hardware assets, including issuance, tracking, and maintenance of computers, monitors, phones, and peripherals, ensuring accurate inventory and timely lifecycle management.
• Facilitate the onboarding process for new employees by provisioning equipment, setting up logins and access, and providing orientation to the IT environment, tools, and support channels.
• Manage the offboarding process for departing employees, including disabling access, following security and identity-verification procedures, and collecting assets to maintain security and inventory accuracy.
• Provide hands-on support for conference room and office technology (e.g., AV/Zoom rooms, docking stations, printers) and perform various facilities-related tasks such as office moves and shipping/receiving of IT equipment.
• Coordinate with vendors for warranty repairs of IT assets, ensuring timely resolution and minimal disruption to operations.
• Work within our ITSM / ticketing system to help the team meet or exceed SLAs and service quality targets, and contribute to reporting and continuous improvement efforts.
• Collaborate closely with Systems, Security, and Facilities teams to escalate complex issues, maintain standard configurations, and support site-level initiatives.

• 2-4 years of experience in an IT support or helpdesk role, demonstrating a solid foundation in providing technical assistance to end-users.
• Proficiency in supporting macOS and Windows 10/11 systems, with hands-on experience troubleshooting common issues and configurations.
• Experience providing hardware support for both Apple and Windows (Dell, Microsoft, Lenovo, etc.) devices, including installation, maintenance, and basic repair or warranty coordination.
• Familiarity with Jamf Pro and Microsoft client support tools, enabling efficient management and troubleshooting of endpoints.
• Knowledge of Active Directory and Google Workspace (G Suite) administration, including user lifecycle tasks, group membership, and access control.
• A strong awareness of security best practices in a helpdesk context, including careful identity verification, handling of sensitive requests, and adherence to documented security procedures.
• AS or BS in Information Technology, Computer Science, or equivalent experience, indicating a formal education or relevant certifications in the field.
• Strong communication and customer-service skills, with the ability to support both local and remote employees in a fast-paced environment.

Salary Range: $57,226-$65,000

In accordance with Colorado's Equal Pay for Equal Work Act (SB 19-085) the approximate compensation range for this role in Colorado is listed above. Final compensation for this role will be determined by various factors, such as knowledge, skills, and abilities.