About the Role
The Desktop Support Engineer is responsible for providing technical assistance to end users by troubleshooting hardware, software, network, and access-related issues. This includes installing and configuring systems, managing IT assets, and ensuring a smooth and secure end-user experience.
Responsibilities
- Technical Support & Troubleshooting
- Provide L1/L2 support for end-user issues related to desktops, laptops, printers, peripherals, and mobile devices.
- Troubleshoot Windows/macOS operating systems and Office 365 applications.
- Diagnose and resolve issues related to network connectivity (LAN/Wi-Fi/VPN).
- Support email configuration, Outlook issues, and Teams-related troubleshooting.
- System Setup & Maintenance
- Install, configure, and upgrade operating systems and software.
- Assist with device imaging, patching, and updates.
- Maintain hardware inventory, perform asset tagging, and maintain lifecycle documentation.
- User Account & Access Management
- Manage Active Directory accounts, password resets, and group memberships.
- Handle access issues related to applications, VPN, and corporate tools.
- IT Infrastructure Support
- Set up and troubleshoot audio/video equipment in meeting rooms.
- Support network printers and MFDs.
- Collaborate with network and system teams for escalated issues.
- IT Service Management (ITSM)
- Log, track, and resolve incidents using an ITSM tool (ServiceNow, Jira, Freshservice, etc.).
- Document issue resolutions and contribute to knowledge base articles.
- Follow ITIL processes for incident, request, and change management.
- Security & Compliance
- Ensure compliance with endpoint security (antivirus, encryption, patching).
- Support data backup and recovery procedures.
- Report security incidents or violations promptly.
Qualifications
- Education & Experience
- Graduate degree in IT, Computer Science, or related field.
- 15 years of experience in Desktop Support or IT Helpdesk.
Required Skills
- Technical Skills
- Strong understanding of Windows OS, Microsoft Office 365, and basic networking fundamentals.
- Experience with:
- Active Directory & Group Policy
- Endpoint security tools
- Remote support tools (TeamViewer, AnyDesk, RDP, etc.)
- Hardware troubleshooting: laptops, desktops, docking stations, monitors, printers.
- Soft Skills
- Excellent communication and interpersonal skills.
- Strong problem-solving ability and customer-focused mindset.
- Ability to multitask and work under pressure.
Preferred Skills
- Basic knowledge of Intune, SCCM, or other device management tools.
- Experience with VPN, firewall, or basic network troubleshooting.
- Exposure to Apple macOS support.
Pay range and compensation package
Sensitivity Label: General
Equal Opportunity Statement
Sensitivity Label: General
