Desktop Support Engineer

📋 Description

• • As a Desktop Support Engineer at Ping Identity Corporation, you will be instrumental in ensuring the seamless and secure digital experience for all Ping employees, both locally in Austin, TX, and across the globe. This role is critical in maintaining the operational efficiency and security of our end-user computing environment, directly impacting employee productivity and the company's overall cybersecurity posture. You will be the first line of defense in resolving IT-related issues, ensuring that our team has the reliable technology and support they need to excel in their roles, thereby contributing to Ping Identity's mission of providing secure and seamless digital experiences.
• • In your day-to-day responsibilities, you will provide essential Tier 1 end-user support, acting as the primary point of contact for all IT-related inquiries and issues. This support will be delivered through various channels, including phone, in-person interactions, and our dedicated ticketing system, ensuring that employees receive timely and effective assistance. A key aspect of your role will involve triaging and prioritizing incoming support tickets, with a keen eye for identifying and addressing urgent issues promptly. You will perform thorough problem analysis to detect recurring support call trends and pinpoint areas where processes or documentation can be enhanced, contributing to a more efficient and proactive IT support function. To safeguard our employees and systems, you will diligently follow documented security and identity verification procedures for critical tasks such as password resets, Multi-Factor Authentication (MFA) changes, and access requests, thereby mitigating risks associated with social engineering and other cyber threats. You will play a vital role in building and maintaining our internal knowledge base by creating and updating comprehensive articles that detail common issues, system configurations, and step-by-step “how-to” guides, empowering employees with self-service troubleshooting capabilities and reducing reliance on direct support for routine matters. Furthermore, you will manage software licenses at the end-user level, meticulously handling assignment and tracking in close coordination with application owners and the Procurement team to ensure full compliance and optimize resource utilization. Your responsibilities will extend to the comprehensive management of IT hardware assets, including the issuance, tracking, and maintenance of all computers, monitors, phones, and peripherals, ensuring that our inventory records are accurate and that equipment lifecycle management is conducted efficiently. You will be a key player in the onboarding process for new employees, responsible for provisioning their equipment, setting up necessary logins and access credentials, and providing a foundational orientation to our IT environment, essential tools, and available support channels, ensuring a smooth transition into their roles. Conversely, you will expertly manage the offboarding process for departing employees, which includes disabling access rights, strictly adhering to security and identity-verification protocols, and systematically collecting company assets to maintain robust security and precise inventory control. You will also provide hands-on support for critical office technologies, including conference room setups, AV systems, Zoom rooms, docking stations, and printers, and will undertake various facilities-related tasks such as assisting with office moves and managing the shipping and receiving of IT equipment, ensuring a well-maintained and functional workspace. To ensure the longevity and optimal performance of our IT assets, you will coordinate with external vendors for warranty repairs, diligently managing the process to ensure timely resolution and minimize any disruption to employee productivity. You will actively work within our IT Service Management (ITSM) / ticketing system, contributing to the team's collective effort to meet or exceed Service Level Agreements (SLAs) and service quality targets, and will participate in reporting and continuous improvement initiatives aimed at enhancing our support operations. Finally, you will foster a collaborative environment by working closely with the Systems, Security, and Facilities teams to escalate complex technical issues, maintain standardized configurations across the environment, and support various site-level IT initiatives, ensuring a cohesive and integrated approach to IT operations.
• • Ping Identity is a global leader in intelligent identity solutions, dedicated to making digital experiences secure and seamless for users worldwide. Our cloud identity platform empowers individuals and businesses to interact, work, and transact with confidence, free from friction and fear. At the heart of our technology is a commitment to protecting digital identities, and this ethos extends to our company culture, where we champion every identity and celebrate individuality. We foster an inclusive environment where employees are empowered to bring their authentic selves to work, reflecting our core value of Respect Individuality. Headquartered in Denver, Colorado, with a global presence, Ping Identity serves some of the world's largest enterprises, including over half of the Fortune 100, fundamentally changing how businesses approach cybersecurity and identity management.
• • In this role, you will have the opportunity to deepen your expertise in end-user computing support, gaining hands-on experience with a diverse range of hardware and software across both macOS and Windows environments. You will develop a strong understanding of IT asset management, software licensing compliance, and the critical importance of security protocols in a corporate IT setting. By contributing to the knowledge base and participating in continuous improvement efforts, you will hone your problem-solving and documentation skills. Furthermore, you will gain valuable experience in cross-functional collaboration, working closely with Systems, Security, and Facilities teams, and will play a key role in shaping the onboarding and offboarding experiences for employees, contributing to a positive and productive work environment at Ping Identity.