Desktop Support Engineer at Pingidentity

About Ping Identity: At Ping Identity, we believe in making digital experiences both secure and seamless for all users, without compromise. We call this digital freedom. And it's not just something we provide our customers. It's something that inspires our company. People don't come here to join a culture that's built on digital freedom. They come to cultivate it. Our intelligent, cloud identity platform lets people shop, work, bank, and interact wherever and however they want. Without friction. Without fear. While protecting digital identities is at the core of our technology, protecting individual identities is at the core of our culture. We champion every identity. One of our core values, Respect Individuality, reminds us to celebrate differences so you are empowered to bring your authentic self to work. We're headquartered in Denver, Colorado and we have offices and employees around the globe. We serve the largest, most demanding enterprises worldwide, including more than half of the Fortune 100. At Ping Identity, we're changing the way people and businesses think about cybersecurity, digital experiences, and identity and access management. 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. You Will • 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. You Have • 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. Life at Ping: We believe in and facilitate a flexible, collaborative work environment. We’re growing quickly, but remain true to the innovative, can-do startup values that got us here. Most importantly, we keep hiring talented, smart, fun, and genuinely nice people because that’s who we want to succeed with every day. Here are just a few of the things that make Ping special: • A company culture that empowers you to do your best work. • Employee Resource Groups that create a sense of belonging for everyone. • Regular company and team bonding events. • Competitive benefits and perks. • Global volunteering and community initiatives Our Benefits: • Generous PTO & Holiday Schedule • Parental Leave • Progressive Healthcare Options • Retirement Programs • Opportunity for Education Reimbursement • Commuter Offset (Specific locations) Ping is the collective sum of all our individual experiences, backgrounds and influences and we pride ourselves in growing and learning together. We are committed to building an inclusive and diverse environment where everyone’s individuality is respected and everyone has an Identity. In recruiting for new colleagues, we welcome the unique contributions you can bring and encourage you to be your best self. We are an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.