Desktop Engineer, L1 Support (3 days work week)

This is a part-time position requiring the successful candidate to work three (3) days per week, based on an agreed schedule with the hiring manager.

Responsibilities

• Provide Level 1 technical support to end users via phone, email, chat, or onsite.
• Troubleshoot and resolve desktop, laptop, printer, and peripheral issues.
• Install, configure, and maintain Windows operating systems and standard business applications.
• Set up and deploy desktops, laptops, monitors, and other IT equipment for new hires.
• Perform basic Active Directory tasks, including password resets and user account management.
• Support Microsoft 365 applications (Outlook, Teams, Word, Excel, PowerPoint).
• Diagnose basic network connectivity issues, including Wi-Fi, VPN, and LAN connectivity.
• Escalate complex technical issues to Level 2 support teams when required.
• Maintain accurate documentation of incidents, requests, and resolutions within the IT ticketing system.
• Ensure all support activities meet agreed Service Level Agreements (SLAs).

Requirements

• Diploma or Degree in Information Technology, Computer Science, or a related discipline.
• 1-3 years of experience in IT Helpdesk or Desktop Support
• Knowledge of Windows 10/11Microsoft 365 Active Directory PC hardware and peripherals Basic networking (TCP/IP, DNS, DHCP, VPN)
• Familiarity with ITSM/ticketing tools (e.g., ServiceNow, Jira Service Management, Freshservice, Zendesk).