Desktop Support Engineer - ELS, Massachusetts

About Blackhawk Network:
Today, through BHN’s single global platform, businesses of all kinds can tap into the world’s largest network of branded payment solutions. BHN helps businesses grow revenue, increase loyalty, motivate and reward their teams, disburse funds and engage consumers. Branded payment solutions include the issuance and distribution of gift cards, egifts, corporate payouts and rewards, along with the technology to deliver these products in seamless, integrated ways. BHN’s network spans the globe with more than 400,000 consumer touchpoints. Learn more at (url removed).

Overview:
The Desktop Support Engineer is the first point of contact for internal users seeking technical assistance. This role is responsible for troubleshooting and resolving hardware, software, and network issues, escalating when necessary, and ensuring high levels of customer satisfaction.

Responsibilities:
Provide first-level technical support to end-users via phone, email, chat, or in-person.

Diagnose and resolve hardware, software, and network issues.

Document incidents, service requests, and resolutions in the IT ticketing system.

Escalate unresolved issues to appropriate IT teams or vendors as required.

Assist with the setup, configuration, and maintenance of computers, printers, and mobile devices.

Perform account management tasks such as password resets and user provisioning.

Support remote users and troubleshoot VPN and connectivity issues.

Maintain knowledge base articles and update technical documentation as needed.

Ensure timely follow-up and closure of service desk tickets.

Participate in IT projects and system upgrades as required.

Qualifications:
Education & Experience:

Associate degree in Information Technology, Computer Science, or related field (Bachelor’s preferred).

1–3 years of experience in a service desk or technical support role.

Technical Skills:

Proficient with Windows and macOS operating systems.

Familiar with Microsoft 365 (Outlook, Teams, OneDrive, SharePoint).

Basic understanding of Active Directory and user account management.

Experience with remote desktop tools and IT ticketing systems (e.g., ServiceNow, Freshservice).

Knowledge of networking fundamentals (TCP/IP, DNS, DHCP).

Soft Skills:

Excellent verbal and written communication skills.

Strong customer service orientation.

Ability to prioritize and manage multiple tasks effectively.

Analytical and problem-solving mindset.

Team player with a willingness to learn and adapt.

Certifications (preferred but not required):

CompTIA A+

ITIL Foundation

Microsoft Certified: Modern Desktop Administrator Associate