Desktop Support engineer

JOB DESCRIPTION

We are looking for a skilled and customer-focused Desktop Support Engineer to join our IT support team. The successful candidate will be responsible for providing technical assistance and support to end-users for hardware and software-related issues. You will play a key role in ensuring smooth and efficient IT operations by troubleshooting, diagnosing, and resolving issues related to desktops, laptops, peripherals, and software applications.

Key Responsibilities:

Technical Support: Provide first-level support to end-users for issues related to desktops, laptops, operating systems (Windows/macOS), software applications, and network connectivity.

Troubleshooting and Issue Resolution: Diagnose and resolve hardware, software, and network issues reported by users. Ensure timely resolution and proper documentation of all issues.

Installation and Configuration: Install, configure, and upgrade operating systems, software applications, and hardware for end-users. Ensure systems are set up according to company standards and policies.

Hardware Maintenance: Support hardware devices, including desktops, laptops, printers, and peripherals. Replace or repair malfunctioning equipment and coordinate with vendors as needed.

User Account Management: Assist with the creation, modification, and deletion of user accounts, password resets, and access permissions for systems and applications as per organizational policies.

System Monitoring and Maintenance: Perform routine system checks and proactive maintenance to ensure optimal performance of desktop devices and related systems.

Documentation and Reporting: Maintain accurate records of support requests, issue resolutions, and hardware/software configurations. Generate regular reports for management review.

End-User Training: Provide training and guidance to end-users on basic IT tools and software applications to ensure efficient usage.

Collaboration: Work closely with other IT support team members, system administrators, and network engineers to resolve more complex technical issues.

Adherence to IT Security: Ensure all desktop devices and applications comply with the company's IT security policies and best practices. Monitor and report security vulnerabilities, ensuring timely patching and updates.

Qualifications:

Education: A bachelor’s degree in Computer Science, Information Technology, or a related field is preferred. Equivalent experience in desktop support or IT support roles may be considered.

Certifications:

CompTIA A+, Network+, or other relevant certifications are desirable.

Microsoft Certified Desktop Support Technician (MCDST) is a plus.

Experience:

Minimum of 2-3 years of experience in a Desktop Support or IT Support role.

Proven experience with troubleshooting hardware and software issues in a Windows (and/or macOS) environment.

Familiarity with Microsoft Office suite, antivirus software, and common desktop applications.

Experience with Active Directory, ticketing systems, and remote desktop tools is an advantage.

Skills and Competencies:

Technical Skills:

Strong knowledge of desktop hardware, software, and operating systems (Windows, macOS, or Linux).

Knowledge of network troubleshooting (DNS, DHCP, TCP/IP).

Familiarity with Active Directory, Microsoft Exchange, and other enterprise applications.

Problem-Solving: Strong analytical and troubleshooting skills with the ability to resolve issues efficiently and effectively.

Customer Service: Excellent communication and interpersonal skills with the ability to work well with end-users and provide outstanding customer service.

Attention to Detail: Ability to accurately document and report issues, changes, and solutions.

Time Management: Strong organizational skills with the ability to manage multiple priorities and tasks in a fast-paced environment.

Teamwork: Ability to work well both independently and as part of a team.

Adaptability: Ability to adapt to new technologies, methodologies, and shifting priorities.

Additional Requirements:

Ability to lift and move IT equipment (e.g., desktops, laptops, printers) as needed.

Occasional travel may be required to remote office locations.

Flexible to work on rotating shifts or after-hours support as needed.