Desktop Support

Desktop Support Engineer – Roles & Responsibilities

• Provide Level 1/Level 2 technical support for desktops, laptops, printers, and peripheral devices.
• Install, configure, and troubleshoot Windows operating systems and standard business applications.
• Diagnose and resolve hardware, software, and network connectivity issues.
• Install, configure, and support Microsoft Office 365, Outlook, Teams, and other productivity tools.
• Perform user account management, password resets, and access provisioning using Active Directory.
• Configure and troubleshoot email clients, VPN, Wi-Fi, and remote access solutions.
• Set up new employee workstations, laptops, monitors, docking stations, and mobile devices.
• Perform hardware upgrades, replacements, and preventive maintenance on IT equipment.
• Install software patches, operating system updates, and security updates.
• Maintain antivirus protection and ensure endpoint security compliance.
• Manage IT assets, including inventory tracking, asset tagging, and lifecycle management.
• Respond to incidents and service requests through ITSM tools (ServiceNow, Jira, Remedy, etc.) while meeting SLA targets.
• Escalate complex technical issues to higher-level support teams when required.
• Support printers, scanners, conferencing systems, and other office IT infrastructure.
• Assist users with file sharing, network drives, and shared resources.
• Create and maintain technical documentation, troubleshooting guides, and knowledge base articles.
• Support onboarding and offboarding activities, including device provisioning and account setup/deactivation.
• Monitor system health and proactively identify potential issues.
• Coordinate with vendors for hardware warranty, repairs, and replacements.
• Ensure compliance with organizational IT policies, security standards, and documentation requirements.
• Provide excellent customer service by communicating effectively with end users and resolving issues promptly.

Key Skills

• Windows 10/11 Administration
• Microsoft Office 365 & Outlook
• Active Directory & Group Policy
• TCP/IP, DNS, DHCP, VPN, Wi-Fi
• Hardware & Software Troubleshooting
• Printer & Peripheral Support
• ITSM Tools (ServiceNow, Jira, Remedy)
• Remote Support Tools (AnyDesk, TeamViewer, Remote Desktop)
• Basic Networking
• Asset Management & Documentation
• Customer Service & Communication
• SLA Management and Incident Resolution