Desktop/IT Support Engineer

• →Resolve incidents related to operating systems, applications, endpoint devices, and user environments
• →Perform in‑depth troubleshooting of hardware, software, and connectivity issues
• →Use structured problem‑solving techniques to identify root causes and implement permanent fixes
• →Support remote and on‑site troubleshooting using diagnostic and remote access tools

• Take ownership of escalated tickets and manage them through to resolution
• Prioritize issues based on impact, urgency, and service level agreements (SLAs)
• Escalate unresolved or systemic issues to engineering teams or vendors with clear documentation
• Participate in problem management activities, including trend analysis and recurring issue reduction

• Support user account administration (e.g., Active Directory / cloud directory tasks beyond basic resets)
• Assist with software deployment, patching, and configuration for desktops and laptops
• Troubleshoot issues related to email, collaboration platforms, VPN, and authentication services
• Support onboarding, offboarding, and device refresh activities

• Create, update, and maintain knowledge base articles and troubleshooting guides
• Document resolutions, workarounds, and known errors for reuse
• Contribute to standard operating procedures (SOPs) and support runbooks

• Work closely with infrastructure and security teams to resolve complex incidents
• Identify opportunities to improve support processes, tools, and automation
• Participate in after‑action reviews and service improvement initiatives

• Communicate clearly and professionally with users, including non‑technical stakeholders
• Provide regular updates on incident status and expected resolution timelines
• Maintain a strong customer‑service mindset while handling high‑impact issues

• Strong knowledge of Windows and/or macOS operating systems
• Experience troubleshooting desktop applications, email systems, and collaboration tools
• Working knowledge of directory services, device management, and endpoint security tools
• Basic to intermediate networking knowledge (DNS, DHCP, VPN, Wi‑Fi, TCP/IP concepts)
• Experience with ITSM / ticketing systems and structured incident management

Soft Skills:
 

• Strong analytical and problem‑solving abilities
• Clear written and verbal communication skills
• Ability to manage multiple tickets and priorities simultaneously
• Attention to detail and strong documentation habits
• Willingness to mentor and support junior support staff

Education and Experience:
 

• Associate or bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience)
• 2–5 years of experience in IT support or service desk roles