Job Title: Desktop Support Engineer / Desktop Support Technician
Job Summary: We are seeking a Desktop Support Engineer to provide technical assistance and support for end-users, ensuring smooth operation of hardware, software, and IT systems. The ideal candidate will troubleshoot technical issues, install and configure computer systems, and deliver excellent customer service in a fast-paced environment.
Key Responsibilities
- Provide first and second-level technical support for desktops, laptops, printers, mobile devices, and peripherals.
- Diagnose and resolve hardware, software, network, and operating system issues.
- Install, configure, and maintain Windows operating systems and business applications.
- Support Microsoft Office 365, Outlook, Teams, and related productivity tools.
- Handle user account management, password resets, and access permissions through Active Directory.
- Troubleshoot VPN, Wi-Fi, LAN/WAN, and remote connectivity issues.
- Perform system upgrades, patches, and software deployments.
- Manage IT assets, including inventory tracking and hardware lifecycle management.
- Document incidents, service requests, and resolutions in ticketing systems such as ServiceNow, Remedy, or Jira.
- Provide remote and onsite support to users as required.
- Escalate complex technical issues to appropriate support teams.
- Ensure compliance with IT security policies and procedures.
Required Skills & Qualifications
- Bachelor's degree in Computer Science, Information Technology, or equivalent experience.
- 2+ years of Desktop Support / Help Desk experience.
- Strong knowledge of:
- Windows 10/11
- Microsoft Office 365
- Active Directory
- TCP/IP, DNS, DHCP
- VPN and Remote Desktop support
- Hardware troubleshooting (PCs, laptops, printers)
- Experience with ticketing systems (ServiceNow, Jira, Remedy, etc.).
- Excellent problem-solving and communication skills.
- Ability to support users in a corporate environment.
Preferred Qualifications
- CompTIA A+, Network+, or Microsoft certifications.
- Experience supporting enterprise environments.
- Knowledge of SCCM, Intune, Azure AD, or Microsoft Endpoint Manager.
- Experience with imaging and deployment tools.
Key Words for Sourcing
Desktop Support, Help Desk, Technical Support, Service Desk, IT Support, End User Support, Windows 11, Office 365, Active Directory, SCCM, Intune, ServiceNow, Troubleshooting, VPN, Hardware Support, Network Support, Desktop Engineer.
Typical Experience Levels
- L1 Desktop Support: 0-2 years
- L2 Desktop Support: 2-5 years
- L3/Desktop Engineer: 5+ years with advanced troubleshooting and infrastructure support experience
