L1 Desktop Support Engineer

Responsibilities

• Resolve escalated technical issues: Act as a point of escalation for complex problems that Level 1 technicians cannot solve, ensuring timely and effective resolution.
• Perform advanced troubleshooting: Diagnose and resolve complex hardware issues, including component failure, system performance, and compatibility problems.
• Manage operating systems: Provide advanced support for operating systems, such as Microsoft Windows, including installation, configuration, and troubleshooting.
• Support enterprise applications: Troubleshoot and resolve issues with specialized enterprise applications, including database access, software-specific errors, and integration problems.
• Configure network settings: Assist with network-related issues, such as group policy settings, domain access, user permissions, and connectivity problems with LAN/WAN and VPNs.
• Execute software deployment and updates: Assist with the deployment of software patches and updates across the organization, using tools like SCCM and Intune.
• Maintain system security: Implement and enforce security protocols, such as installing and updating antivirus software and educating users on security best practices.
• Collaborate with IT teams: Work closely with other teams, such as Network Engineering and Systems Administration, to resolve larger infrastructure issues.
• Create and maintain documentation: Document technical procedures, troubleshooting steps, and resolutions in the company's knowledge base and ticketing system.
• Mentor junior staff: Guide and train Level 1 support staff to help them develop their skills and improve issue resolution.

Qualifications

• Education: A bachelors degree in information technology, Computer Science, or a related.
• Experience: 35 years of experience in a desktop support or similar IT role.
• Technical skills:
• Operating systems: Expert knowledge of Windows and macOS operating systems.
• Networking: Strong understanding of network protocols and configurations (TCP/IP, DNS, DHCP).
• Remote support: Proficiency with remote desktop tools (e.g., TeamViewer, RDP).
• Ticketing systems: Experience with helpdesk ticketing software.
• Hardware: Strong hardware troubleshooting and repair skills for desktops, laptops, printers, and peripherals.
• Certifications: Professional certifications such as CompTIA A+, CompTIA Network+, or Microsoft Certified: Modern Desktop Administrator Associate are often a plus.
• Soft skills:
• Excellent verbal and written communication skills.
• Strong analytical and problem-solving abilities.
• A high level of patience and customer service orientation.
• The ability to prioritize multiple tasks and work effectively under pressure.