Description

Job Summary:

The Desktop Engineer provides level 1 and 2 technical support for desktop and laptop users within a 24/7 team environment. This role involves troubleshooting hardware, software, and network issues, supporting users via multiple communication channels, and maintaining IT systems and assets. The position requires strong customer service skills and technical expertise in Windows environments and networking.

Responsibilities:

• Provide level 1 and 2 support for hardware and software issues on desktops and laptops.
• Troubleshoot and resolve computer problems via phone, email, remote access, and in person.
• Install and configure hardware and software on workstations.
• Set up and maintain network and telecommunications systems.
• Troubleshoot LAN, server, Wi-Fi, and connectivity issues.
• Utilize ticketing systems for incident tracking and resolution.
• Manage Windows Active Directory and Exchange environments.
• Re-image computers and perform data migrations and restorations.
• Collaborate with IT and SLA teams on system maintenance and interdepartmental projects.
• Maintain accurate asset management records.
• Coordinate with vendors and manufacturers for IT equipment repair and maintenance.

Required Skills & Certifications:

• College degree and/or 4-6 years of relevant experience.
• Strong experience with Windows Active Directory and Office 365.
• Proficiency in troubleshooting hardware, software, and network issues in large office environments.
• Knowledge of DHCP, DNS, LAN, WAN, and common networking concepts.
• Experience supporting and troubleshooting printer systems.
• Strong customer service and communication skills.
• Basic understanding of ITIL foundation processes including Incident, Request, and Change management.
• Ability to work onsite 5 days a week, including Saturdays and certain holidays.

Preferred Skills & Certifications:

• Experience with scripting languages.
• Mobile Device Management (MDM) experience, specifically Airwatch

Key Skills

Education

Any Graduate