Desktop Support Engineer

Daily Operations & User Support
Troubleshooting & Resolution: Diagnose and resolve hardware, software, and network issues (e.g., computers, printers, scanners, phone systems) in person.
Ticketing & Documentation: Log all service requests, actions taken, and resolutions in a ticketing system (e.g., Jira, ServiceNow).
Onboarding/Offboarding: Setup and deploy workstations, laptops, and peripheral devices for new hires, including user account management via Active Directory or Microsoft 365.
Printer & Peripheral Support: Maintain and repair copiers, printers, and scanners.
Patching & Updates: Install software patches and operating system updates.
Password Resets: Handle user account lockouts and password resets.

Hardware Installation & Maintenance
Workstation Deployment: Physically install, configure, and upgrade desktop computers, laptops, and monitors.
Asset Management: Track and maintain records of IT assets (hardware and software licenses).
Hardware Repair: Replace components such as cables, motherboards, screens, or keyboards.
Audio/Visual (AV) Support: Set up and troubleshoot meeting room equipment, projectors, and video conferencing systems (e.g., MS Teams and/or Jabber rooms and Clickshare systems).

Network & Infrastructure
Local Network Support: Troubleshoot basic connectivity issues (LAN/WAN), such as patching network cables or troubleshooting Wi-Fi issues.
Cable Management: Install or run Ethernet/structured cabling for workstations and network devices.
Server Room Maintenance: Perform routine physical checks, such as monitoring server rack lights, changing tapes for backups, or checking environment controls (UPS, cooling)

Security & Compliance
Security Monitoring: Ensure antivirus and malware protection software is running and up-to-date on all endpoints.

Proactive Maintenance & Documentation
System Health Checks: Run daily or weekly checks on critical systems to prevent downtime.
Documentation: Create and update internal knowledge base articles, FAQs, and technical procedures.
Vendor Liaison: Contact and coordinate with third-party vendors for hardware repairs or software support (e.g., ISP or printer vendors).

Specialized Activities
VIP/Executive Support: Provide ??white glove?? technical support to senior management.
Event Support: Assist with technology setup for on-site meetings and company events.

Essential Skills for the Role
Technical Knowledge: Familiarity with Windows, Microsoft 365, Active Directory, Networking fundamentals (TCP/IP, DHCP, DNS), Jabber, MS Teams
Soft Skills: Strong customer service, patience with non-technical users, and clear communication.