Description

JOB SUMMARY

The Desktop Support Engineer is responsible for providing on-site technical support for end-user computing devices, including desktops, laptops, mobile devices, printers, and collaboration tools. The role involves troubleshooting hardware, software, and network issues, supporting Windows and macOS environments, and ensuring high-quality service delivery to end users. The engineer will manage IT assets, handle incident and request management through ITSM tools, and collaborate with IT teams to maintain system reliability and user productivity

Experience

2+ Years

Key Responsibilities

• Provide on-site technical support for desktops, laptops, printers, peripherals, and mobile devices.

• Diagnose and resolve hardware, software, and network connectivity issues.

• Perform equipment installations, configurations, upgrades, and break-fix activities.

• Support conference room technology, audiovisual equipment, and collaboration tools.

• Respond to incidents and service requests according to SLA requirements.

• Deliver high-quality support for executive and VIP users.

• Assist with new hire onboarding, device setup, and technology transitions.

• Maintain inventory of IT equipment and manage asset tracking through ServiceNow CMDB.

• Coordinate equipment staging, imaging, deployment, refresh cycles, and decommissioning.

• Log, track, and resolve incidents using ITSM platforms.

• Escalate complex technical issues to higher-level support teams when required.

• Document troubleshooting procedures and contribute to the knowledge base.

• Coordinate with vendors, remote support teams, and internal IT groups.

• Support technology rollouts, migrations, and special IT projects.

• Participate in disaster recovery and business continuity support activities.

Required Skills & Experience

• Associate degree in Information Technology, Computer Science, or equivalent work experience.

• 2+ years of experience in desktop support or technical support roles.

• Experience supporting Windows 10/11 and macOS operating systems.

• Knowledge of mobile platforms including iOS and Android.

• Familiarity with mobile device management (MDM) tools such as Intune or AirWatch.

• Experience with Microsoft 365 applications including Outlook, Teams, OneDrive, and SharePoint.

• Understanding of Active Directory, DNS, DHCP, and basic network troubleshooting.

• Experience with remote support tools and ITSM platforms such as ServiceNow.

• Strong hardware troubleshooting and repair skills for desktops, laptops, and peripherals.

• Basic understanding of cybersecurity best practices and compliance requirements.

Competencies

• Desktop Support

• Windows & macOS Administration

• Microsoft 365 Support

• IT Service Management (ServiceNow)

• Hardware Troubleshooting

• Network Troubleshooting

• Asset Management

Preferred Skills

• Experience with enterprise Mobile Device Management platforms.

• Experience supporting conference room and audiovisual technologies.

• Experience working in multi-site enterprise environments.

• Familiarity with IT asset lifecycle management and CMDB processes.

Key Skills

Education

Any Graduate