Job Title

About the RoleThe Desktop Support Engineer is responsible for providing technical assistance to end users by troubleshooting hardware, software, network, and access-related issues. This includes installing and configuring systems, managing IT assets, and ensuring a smooth and secure end-user experience.ResponsibilitiesTechnical Support & Troubleshooting Provide L1/L2 support for end-user issues related to desktops, laptops, printers, peripherals, and mobile devices.Troubleshoot Windows/macOS operating systems and Office 365 applications.Diagnose and resolve issues related to network connectivity (LAN/Wi-Fi/VPN).Support email configuration, Outlook issues, and Teams-related troubleshooting.System Setup & Maintenance Install, configure, and upgrade operating systems and software.Assist with device imaging, patching, and updates.Maintain hardware inventory, perform asset tagging, and maintain lifecycle documentation.User Account & Access Management Manage Active Directory accounts, password resets, and group memberships.Handle access issues related to applications, VPN, and corporate tools.IT Infrastructure Support Set up and troubleshoot audio/video equipment in meeting rooms.Support network printers and MFDs.Collaborate with network and system teams for escalated issues.IT Service Management (ITSM) Log, track, and resolve incidents using an ITSM tool (ServiceNow, Jira, Freshservice, etc.).Document issue resolutions and contribute to knowledge base articles.Follow ITIL processes for incident, request, and change management.Security & Compliance Ensure compliance with endpoint security (antivirus, encryption, patching).Support data backup and recovery procedures.Report security incidents or violations promptly. QualificationsEducation & Experience Graduate degree in IT, Computer Science, or related field.1–5 years of experience in Desktop Support or IT Helpdesk. Required SkillsTechnical Skills Strong understanding of Windows OS, Microsoft Office 365, and basic networking fundamentals.Experience with: Active Directory & Group PolicyEndpoint security toolsRemote support tools (TeamViewer, AnyDesk, RDP, etc.)Hardware troubleshooting: laptops, desktops, docking stations, monitors, printers.Soft Skills Excellent communication and interpersonal skills.Strong problem-solving ability and customer-focused mindset.Ability to multitask and work under pressure. Preferred SkillsBasic knowledge of Intune, SCCM, or other device management tools.Experience with VPN, firewall, or basic network troubleshooting.Exposure to Apple macOS support. Pay range and compensation packageSensitivity Label: GeneralEqual Opportunity StatementSensitivity Label: General