Desktop Support Engineer

Essential:

• Bachelor’s degree in business administration, computer science or related field is the minimum requirements for this position
• Certified for Microsoft Administration
• Min 3 years relevant in a similar technical role.

Desirable:

• ITIL Foundation V3
• CompTIA A+ (Computing Technology Industry Association)
• MSCA (Microsoft Certified Solutions Associate) or MCSE (Microsoft Certified Solutions Expert)
• CCNA (Cisco Certified Network Associate)

Must have - Modules

• Proficiency in troubleshooting common desktop operating systems (Windows, macOS) and productivity software (Microsoft Office, Adobe Suite).
• Solid understanding of networking concepts, protocols, and technologies, including TCP/IP, DNS, DHCP, and LAN/WAN configurations.
• Familiarity with remote desktop support tools and techniques, such as remote desktop control and remote assistance.
• Excellent communication and interpersonal skills, with the ability to communicate technical information effectively to non-technical users.
• Strong problem-solving abilities and a proactive approach to identifying and resolving technical issues.
• Ability to work independently with minimal supervision and prioritize workload effectively to meet deadlines and service level agreements.
• Flexibility to work outside regular business hours and participate in on-call rotation as needed.

Duties:

• Provide onsite and remote technical support to end-users regarding hardware, software, and network-related issues.
• Install, configure, and maintain desktop hardware and software components, including operating systems, applications, and drivers.
• Diagnose and resolve technical hardware and software issues promptly and effectively, ensuring minimal downtime and disruption to operations.
• Perform hardware upgrades, repairs, and replacements as necessary, coordinating with vendors and service providers as needed.
• Manage user accounts, permissions, and access rights in Active Directory and other relevant systems.
• Collaborate with the IT team to deploy and maintain software updates, patches, and security configurations across desktop systems.
• Create and maintain documentation, user guides, and knowledge base articles for common technical issues and resolutions.
• Assist in the implementation and maintenance of IT policies, procedures, and best practices related to desktop support and IT service delivery.
• Provide training and guidance to end-users on the proper use of hardware, software, and IT resources.
• Participate in IT projects and initiatives as assigned, contributing to the planning, implementation, and support phases.