Desktop Support Engineer

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