Desktop Support Engineer

Role and Responsibilities

• Provide Level 1/Level 2 technical support through tickets, phone, email, chat, and onsite assistance.
• Diagnose and resolve desktop, laptop, operating system, application, printer, and peripheral issues.
• Install, configure, upgrade, and maintain Windows operating systems, applications, drivers, and security software.
• Troubleshoot Microsoft Outlook, Office 365/Microsoft 365, email, VPN, Wi-Fi, and connectivity issues.
• Support Active Directory user accounts, password resets, permissions, and basic group management.
• Troubleshoot TCP/IP, DNS, DHCP, LAN, Wi-Fi, and VPN connectivity problems.
• Configure and support desktops, laptops, printers, scanners, monitors, and other IT peripherals.
• Provide remote support using approved remote-access tools.
• Set up IT equipment and user accounts for new employees and manage employee offboarding activities.
• Maintain IT asset inventory, hardware records, software licenses, and equipment allocation.
• Log, track, document, and close incidents and service requests within the IT ticketing system.
• Escalate complex or unresolved issues to the appropriate infrastructure, network, security, or application teams.
• Follow IT security policies, patching procedures, antivirus requirements, and access-control standards.
• Create and maintain technical documentation, knowledge-base articles, and troubleshooting procedures.
• Provide basic technical guidance and training to end users.
• Coordinate with vendors for hardware repairs, warranty support, and technical issues.

Required Skills

• Strong knowledge of Windows 10/11 desktop troubleshooting.
• Good understanding of computer hardware and peripherals.
• Working knowledge of Active Directory, DNS, DHCP, TCP/IP, LAN/Wi-Fi, and VPN.
• Experience with Microsoft 365/Office applications and Outlook troubleshooting.
• Knowledge of endpoint security, antivirus, patching, and basic IT security practices.
• Familiarity with IT service-management/ticketing tools.
• Good analytical and troubleshooting skills.
• Strong verbal and written communication skills.
• Ability to work independently and prioritize multiple support requests.
• Good customer-service and user-support skills.