IT Help Desk Engineer

Provide Level 1 & Level 2 technical support via phone, email, chat, or ticketing systems.

Troubleshoot and resolve issues related to hardware, software, networks, printers, and operating systems.

Install, configure, and maintain Windows/Mac OS, applications, and IT devices.

Manage user accounts through Active Directory, Microsoft 365, and other systems.

Support VPN, remote desktop tools, and basic networking (LAN/WAN/WiFi).

Track and update all issues through the ITSM/ticketing system (e.g., Jira, ServiceNow, Freshservice).

Escalate complex issues to senior engineers when necessary.

Maintain asset inventory and documentation of procedures.

Assist with onboarding/offboarding of employees (laptop setup, access provisioning).

Ensure security best practices and compliance with company IT policies.

Bachelor's degree in IT, Computer Science, or related field (preferred).

13 years of hands-on help desk / technical support experience.

Certifications are a plus: CompTIA A+, Network+, Microsoft Certified Fundamentals.

Strong knowledge of Windows OS, basic Mac experience is a plus.

Understanding of TCP/IP, DNS, DHCP, VPN, and basic network troubleshooting.

Experience with ticketing systems (ServiceNow, Jira, Freshdesk, etc.).

Ability to diagnose hardware issues (laptops, desktops, printers).

Basic knowledge of antivirus, firewalls, and security tools.