Desktop Support Engineer

Desktop Support EngineerRole SummaryThe Desktop Support Engineer provides advanced technical support for end-user computing environments, resolving incidents and service requests that cannot be addressed at Level 1. This role focuses on desktop, laptop, mobile, peripheral, and collaboration technologies, with an emphasis on timely resolution, root cause analysis, and continuous service improvement. The analyst acts as an escalation point and works closely with infrastructure, security, and application teams.Key ResponsibilitiesTechnical Support & Incident ResolutionProvide Level 2 support for Windows and macOS desktops and laptops, including hardware, OS, and standard enterprise applicationsTroubleshoot complex issues related to operating systems, Office 365/Microsoft 365, Outlook, Teams, VPN, printers, and peripheralsResolve issues escalated from Level 1, ensuring adherence to SLAs and prioritization guidelinesPerform root cause analysis and document permanent fixes to reduce recurring incidentsDevice & Endpoint ManagementSupport endpoint management tools such as Microsoft Intune, SCCM/MECM, Jamf, or equivalentBuild, image, configure, deploy, and decommission end-user devicesApply OS patches, software updates, and security configurations in accordance with IT policiesIdentity, Access & Security SupportSupport Active Directory and Azure AD user account administration (password resets, group membership, access provisioning)Assist with MFA, conditional access, and endpoint security issuesEnsure compliance with security, data protection, and asset management standardsService Management & DocumentationAccurately log, track, and update incidents and requests in the ITSM tool (e.g., ServiceNow)Create and maintain technical documentation, KB articles, and standard operating proceduresIdentify opportunities for automation and service improvementCollaboration & Customer EngagementProvide professional, customer-focused support to end users both onsite and remotelyCoordinate with Level 3 teams, vendors, and other IT functions for issue resolutionSupport onboarding and offboarding activities, including device setup and access provisioningRequired Skills & QualificationsTechnical SkillsStrong experience supporting Windows 10/11 and macOSSolid knowledge of Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)Experience with Active Directory, Azure AD, and endpoint management platformsUnderstanding of networking fundamentals (DNS, DHCP, VPN, TCP/IP)Hands-on troubleshooting of desktop hardware, laptops, printers, and peripheralsProfessional SkillsStrong analytical and problem-solving abilitiesExcellent written and verbal communication skillsAbility to manage multiple tasks and prioritize effectivelyCustomer-service mindset with attention to detailExperience & Education2–5 years of experience in an IT Desktop Support or End User Support roleAssociate or Bachelor’s degree in IT, Computer Science, or equivalent experience preferredCertifications (Preferred)CompTIA A+, Network+, or Security+Microsoft certifications (e.g., Modern Desktop Administrator Associate)ITIL FoundationWork EnvironmentMay require onsite and remote supportOccasional after-hours or on-call support as neededWhat next?If you are looking for that next challenge in your career and wish to apply for this role, please forward your resume to [email protected]