Service Desk & Build Room Engineer

Service Desk & Build Room Engineer

Complete Technology Services (CTS) is a managed service provider supporting businesses throughout the Midwest. This role builds, configures, documents, tests, and deploys client computers according to CTS standards and client-specific requirements. When deployment work is unavailable, the technician supports the Service Desk by resolving hardware, software, desktop, and access-related issues. The ideal candidate is organized, detail-oriented, process-driven, and committed to exceptional customer service.

Position Overview

- Computer Build & Configuration: Build, configure, image, and deploy desktops, laptops, and endpoint devices according to CTS and client standards. Install Windows, Microsoft 365 applications, security tools, business applications, printers, drivers, and other required software.

- Deployment & Endpoint Management: Use imaging, provisioning, scripting, and automated deployment tools, including Microsoft Intune and Windows Autopilot when applicable.

- Hardware & Inventory: Receive, inspect, inventory, asset-tag, label, and stage equipment. Deploy computers and peripherals, including data transfers, user profiles, docking stations, monitors, and printers.

- Quality Assurance: Test devices to verify hardware, software, security controls, connectivity, updates, and client-specific configurations before deployment.

- Documentation: Maintain accurate client-specific build procedures, configuration standards, asset information, deployment activity, and support records in approved PSA and documentation systems.

- Deployment Coordination: Coordinate with Service Desk, project, account, and client teams to ensure equipment readiness, scheduling, and delivery expectations are met.

- Service Desk Support: Handle assigned tickets when deployment work is unavailable, including workstation troubleshooting, password resets, software installations, printer support, account assistance, and general end-user issues. Own tickets through resolution or appropriate escalation while keeping users informed.

- Customer Service & Process Improvement: Provide professional, responsive support; identify opportunities to standardize, automate, and improve build and deployment processes.

- Service Levels & Availability: Meet client SLAs, internal priorities, and deployment schedules. Be available for occasional evening or weekend work as needed.

- Perform other duties as assigned.

Qualifications

- Two or more years of IT support, computer deployment, desktop support, or service desk experience preferred.

- Experience building, configuring, and deploying computers in a business environment.

- Strong knowledge of Windows 10/11 installation, configuration, updates, drivers, and troubleshooting.

- Experience installing and supporting Microsoft 365 applications and assisting with user accounts and licensing.

- Microsoft Intune, Windows Autopilot, or other endpoint management platform experience preferred.

- Working knowledge of computer hardware, monitors, docking stations, printers, peripherals, and business technology.

- Ability to install, configure, and troubleshoot productivity, security, and line-of-business applications.

- Basic understanding of TCP/IP, DNS, DHCP, VPNs, and wired and wireless connectivity.

- Strong technical documentation, customer service, communication, organizational, and time-management skills.

- Attention to detail and the ability to manage multiple priorities, work independently with minimal supervision, and collaborate effectively with a team.

- ConnectWise Manage or similar PSA platform experience preferred.

- Reliable transportation and a valid driver's license may be required for client deployments.

- CompTIA A+, Network+, Microsoft Fundamentals, or related certifications preferred.

Physical Demands & Work Requirements

- Lift and carry computer equipment and hardware weighing up to 50 pounds.

- Unbox, assemble, configure, transport, and deploy computers, monitors, docking stations, and peripherals.

- Use basic hand tools for hardware installation, repair, and replacement.

- Bend, kneel, crawl under desks, connect cabling, and install equipment as needed.

- Frequently sit, stand, walk, bend, and reach during build and deployment activities.

- Travel occasionally to client locations for deployments, installations, and support.

- Work occasional evenings and weekends to accommodate client schedules.

What Success Looks Like

- Computers are built accurately, consistently, and ready by scheduled deployment dates.

- Client-specific build documentation is current, clear, and easy for other technicians to follow.

- Deployment errors, rework, and missing applications or configurations are minimized.

- Asset records and deployment activities are accurately documented.

- Service tickets are handled promptly and professionally when deployment work is unavailable.

- Build and deployment processes improve through standardization and automation.

Complete Technology Services is an Equal Opportunity Employer.