Desktop Support Engineer

The DTS Engineer is responsible for delivering high-quality end-user IT support, managing desktop infrastructure, and ensuring seamless technology operations across the organization. This role involves troubleshooting hardware and software issues, implementing automation for efficiency, maintaining security compliance, and collaborating with global teams to standardize processes. The DTS Engineer will play a key role in improving user experience, reducing incident resolution time, and supporting enterprise IT initiatives. This position follows an office flex model and requires working from the office five days a week. 

• Key Responsibilities

• End-User Support: Provide Level 2/3 technical support for Windows and Apple devices, including desktops, laptops, peripherals (such as printers and scanners), and enterprise applications.
• Incident & Problem Management: Resolve incidents within defined SLAs, perform root cause analysis, and implement measures to minimize recurrence.
• Asset Management: Maintain accurate inventory of IT assets, oversee lifecycle management, and ensure compliance with organizational standards.
• Automation & Process Improvement: Develop scripts and utilize tools (e.g., PowerShell, Nexthink) to automate repetitive tasks and streamline reporting processes.
• Security & Compliance: Ensure adherence to security policies, manage patching, and address vulnerabilities as part of ongoing remediation efforts.
• Collaboration: Work closely with global DTS teams to implement standard operating procedures, share best practices, and support cross-functional projects.
• Knowledge Management: Create and maintain knowledge articles for common issues and solutions to enhance team and user self-service capabilities.
• Project Support: Assist in IT projects such as hardware refresh, software deployment, and technology upgrades across the organization

• Qualifications

• Bachelors degree in Computer Science, Information Technology, or related field (preferred).
• 3+ years of experience in desktop support or IT infrastructure roles.
• Strong troubleshooting skills for Windows and Apple platforms.
• Experience with scripting and automation tools (e.g., PowerShell, Nexthink).
• Knowledge of IT asset management, security compliance, and patch management.
• Excellent communication and collaboration abilities.
• Ability to work independently and as part of a global team.