Desktop Support Engineer

Job Title: Desktop Support Engineer

Job Description:

We are seeking a skilled and proactive Level 2 EUC (End-User Computing) Support Engineer to join our IT support team. You will provide hands-on technical support for end users, resolving hardware, software, and connectivity issues across a range of devices.

Responsibilities:

• Provide Level 2 technical support for desktops, laptops, mobile devices, and peripherals.

• Troubleshoot issues related to Windows, Mac OS, and common enterprise applications.

• Install, configure, and maintain operating systems, applications, and hardware components.

• Handle incident tickets and service requests within SLA using ITSM/ticketing tools.

• Support user onboarding/offboarding, including account setup and access provisioning.

• Perform routine patch management and ensure endpoint compliance.

• Collaborate with Level 1 and Level 3 support teams for escalations and complex issues.

• Provide remote support, including VPN connectivity troubleshooting.

• Support video conferencing systems, printers, scanners, and other workplace tech.

• Maintain detailed and accurate documentation of issues and resolutions.

• Participate in hardware refresh, software deployment, and IT rollout projects.

Requirements:

• 5+ years of experience in EUC/Desktop Support roles.

• Strong knowledge of:

  • Windows 10/11

  • Microsoft Office 365

  • Active Directory

  • Basic networking

• Experience with tools such as:

  • SCCM

  • JAMF

  • ServiceNow or other ITSM tools

• Excellent troubleshooting and customer service skills.

• Ability to work independently and communicate with both technical and non-technical users.

• Relevant certifications are a plus:

  • CompTIA A+

  • Microsoft MCP/MD-100

  • ITIL