Position Summary
Gruve is seeking a skilled and customer-focused Desktop Support Engineer to join our IT support team. The ideal candidate will provide hands-on and remote technical assistance to end-users, troubleshoot hardware/software issues, and support daily IT operations. This role requires a detail-oriented individual with a strong technical background and excellent interpersonal skills.
Key Responsibilities
- Provide first- and second-level support for desktops, laptops, mobile devices, printers, and other IT assets
- Respond to user queries via ticketing system, phone, email, and in-person; resolve or escalate issues as needed
- Install, configure, and maintain Windows, macOS, and Linux operating systems and supported applications
- Manage user accounts, permissions, and access rights in Azure Active Directory, Microsoft 365, or Google Workspace
- Troubleshoot network connectivity issues (LAN/WAN, Wi-Fi, VPN, DNS, etc.)
- Support collaboration tools (Zoom, Microsoft Teams, Google Meet, etc.)
- Maintain and deploy system images using tools such as SCCM, Intune, JAMF, or equivalent
- Monitor hardware and software inventory; assist in lifecycle management of IT assets
- Follow ITIL or internal procedures for incident, change, and problem management
- Document support processes, issue resolutions, and knowledge base articles
- Participate in IT projects and support office moves, upgrades, or migrations
Documentation and Process Improvement
- Maintain up-to-date system/network documentation, runbooks, and change logs
- Identify opportunities for automation, optimization, or standardization across the IT environment
Education & Experience
- Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience)
- 2+ years of experience in desktop support, help desk, or IT technician roles
Technical Skills
- Proficiency in Windows 10/11, macOS, and Microsoft Office Suite
- Working knowledge of Active Directory, Group Policy, and remote management tools
- Familiarity with endpoint protection, patching, and basic cybersecurity principles
- Basic scripting (PowerShell, Bash, etc.) is a plus
- IT certifications such as CompTIA A+, Network+, Microsoft MCP, or ITIL are advantageous
Work Environment
- Must be comfortable supporting global teams and working in PST or overlapping time zones when required
