Desktop Support Engineer

We are seeking a dedicated and skilled Desktop Support Engineer to join our IT team. The ideal candidate will have a strong background in IT support, hardware and software troubleshooting, and providing exceptional customer service. As a Desktop Support Engineer, you will be responsible for assisting end-users with their technical issues and ensuring all desktop environments, systems, and peripherals run efficiently. This position offers a dynamic work environment and the opportunity to resolve a wide range of technical challenges.

Key Responsibilities:

• Provide first-line support for desktop hardware, software, and peripheral issues, both remotely and in-person.
• Install, configure, and troubleshoot hardware components such as desktops, laptops, printers, monitors, and other peripherals.
• Install, configure, and support operating systems (Windows, macOS, Linux) and software applications.
• Manage and resolve support tickets via a ticketing system, ensuring timely response and resolution.
• Perform routine maintenance tasks, including system imaging, updates, patches, and upgrades to keep desktop systems up-to-date.
• Diagnose and resolve technical issues related to networks, connectivity, and VPN access.
• Offer solutions for software and hardware issues, ensuring minimal disruption to end-user productivity.
• Support Active Directory functions such as user account management, permissions, and group policies.
• Assist with troubleshooting and resolving problems related to email, printing, file access, and networking.
• Perform regular system backups and manage disaster recovery processes for critical data.
• Work with cross-functional teams (network engineers, system admins) to resolve more complex technical issues.
• Document technical issues and solutions in an organized and clear manner to build knowledge base articles.
• Provide training and support to end-users on common software applications and best practices for IT security.
• Maintain inventory and asset management for IT equipment and software licenses.
• Continuously improve technical skills and stay up-to-date with industry trends and new technologies.

Qualifications:

• Proven experience as a Desktop Support Engineer or in a similar IT support role.
• Strong knowledge of desktop operating systems (Windows 10, 11, macOS) and office productivity software (e.g., Microsoft Office Suite).
• Hands-on experience troubleshooting hardware issues, software conflicts, and network connectivity problems.
• Proficiency with remote desktop tools and IT service management software (e.g., ServiceNow, Jira, Zendesk).
• Experience with Active Directory for user and group management.
• Familiarity with basic networking concepts (TCP/IP, DNS, DHCP, VPN).
• Ability to work under pressure in a fast-paced environment and handle multiple tasks simultaneously.
• Excellent problem-solving and analytical skills.
• Strong communication skills, both written and verbal, to assist and guide users effectively.
• Exceptional customer service skills and a strong team-oriented mindset.
• Certification in IT support or related fields (CompTIA A+, Microsoft Certified Desktop Support Technician, etc.) is a plus.

Desired Skills:

• Experience with mobile device management (MDM) solutions.
• Knowledge of endpoint security tools, including antivirus, encryption, and firewall configuration.
• Experience with backup and recovery tools.
• Basic understanding of virtualization platforms (e.g., VMware, Hyper-V) is a plus.