Role Summary:
We are seeking an experienced Desktop Support Engineer with 4 to 5 years of hands-on experience in supporting end-user IT infrastructure. The ideal candidate will provide advanced technical support, mentor junior team members, ensure high availability of desktop services, and act as a key resource in resolving escalated technical issues across multiple systems, platforms, and technologies.
Key Responsibilities:
- Provide second and third-level support for desktops, laptops, printers, scanners, and mobile devices.
- Troubleshoot and resolve complex hardware, software, and networking issues.
- Support Windows OS (10/11), Microsoft Office 365, and other standard business applications.
- Manage and support Active Directory users/groups, GPO, shared drives, and print servers.
- Perform installation, configuration, patching, and upgrading of desktops/laptops.
- Configure and troubleshoot VPNs, Wi-Fi, and LAN connectivity issues.
- Coordinate with third-party vendors for hardware support and warranty services.
- Handle imaging/cloning of systems and implement endpoint security tools (e.g., SentinelOne, BitLocker).
- Participate in IT onboarding/offboarding processes including user profile setups, email account configuration, and asset assignment.
- Maintain and update IT asset inventory and documentation.
- Contribute to continuous improvement of IT support processes, including creating SOPs and knowledge base articles.
- Collaborate with network, server, and application support teams to resolve cross-functional issues.
- Provide training and guidance to L1 support engineers and serve as an escalation point.
- Assist with IT audits, compliance, and asset management reviews.
Education & Experience:
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- 45 years of experience in desktop support, IT operations, or end-user computing.
Technical Skills:
- Proficient in Windows 10/11, Office 365, and Microsoft Teams.
- Strong knowledge of Active Directory, DNS/DHCP, GPO, and file/print services.
- Familiar with endpoint management tools like Endpoint Central, SCCM, or Intune.
- Experience with ticketing systems (ServiceNow, Freshservice, or equivalent).
- Basic knowledge of networking concepts and troubleshooting (TCP/IP, LAN/WAN, Wi-Fi).
- Exposure to ITIL framework and IT service management best practices.
Certifications (Preferred):
- Microsoft Certified: Modern Desktop Administrator Associate
- CompTIA A+ / Network+ / Security+
- ITIL Foundation Certification
