Desktop Support Engineer

The Desktop Support Engineer is responsible for providing technical support for desktop computers, laptops, peripherals, and related software applications. This role ensures that end-users are able to perform their tasks efficiently by resolving IT-related issues and maintaining a high level of system performance. The Desktop Support Engineer will troubleshoot hardware and software problems, assist in system configurations, and ensure the smooth operation of the organization's IT infrastructure.

Responsibilities:

1. Provide first and second level support to end users for desktop, laptop, and peripheral devices (e.g., printers, monitors, etc.).
2. Resolve hardware and software issues, network connectivity problems, and other IT related concerns in a timely manner.
3. Install, configure, and maintain operating systems (Windows, macOS, Linux) and applications.
4. Diagnose and repair system issues, including crashes, slow performance, and software conflicts.
5. Ensure the proper configuration, installation, and maintenance of desktop hardware and software.
6. Perform regular system updates, patch management, and upgrades on desktop systems.
7. Conduct routine preventative maintenance tasks such as disk cleanup, antivirus scans, and system performance checks.
8. Provide onsite or remote assistance to users with technical queries, either in person, over the phone, or through remote support tools.
9. Document and track support tickets using an IT service management (ITSM) tool to monitor progress and resolution.
10. Guide users on best practices for using desktop software, security procedures, and troubleshooting methods.
11. Set up new desktop/laptop computers for employees, including hardware installation, software configuration, and network connectivity.
12. Assist with the deployment of new software applications and ensure compatibility across systems.
13. Configure and manage printers, mobile devices, and other peripherals.
14. Collaborate with network engineers, system administrators, and other IT staff to resolve complex technical issues.
15. Communicate effectively with end users to gather information and provide timely updates on the status of service requests.
16. Assist in training users on new software, updates, or hardware systems.
17. Maintain accurate records of support requests, troubleshooting steps, and resolutions.
18. Document system configurations, changes, and updates.
19. Provide knowledge base articles and FAQs for common issues to reduce repetitive support requests.
20. Ensure that all desktops and laptops comply with organizational security policies and procedures.
21. Assist in deploying and managing antivirus software, encryption, and security patches.
22. Respond to and report security incidents, including malware infections or unauthorized access.
23. Expertise in administering and troubleshooting MAC, Windows and Linux Operating System.
24. Provide kiosks to support walkup service needs.
25. Ensure center is fully manned and supported during Business Hours according to community requirements taking into account peak periods.

Technical Requirements

1. Experience in Providing Hands & feet Support.
2. Disciplined, systematic problem solving skills required.
3. Hands-on work experience with the following:
4. Windows, MAC and Linux Operating System support.
5. Basic Knowledge of Active Directory & Google Suite.
6. Google and MS office Suite Administration and support.
7. Remote desktop connectivity applications like Bomgar, WebEx, Live Meeting, Team Viewer and Windows Native tools.
8. VPN and remote dial-in users.
9. Support for laptop, desktops, and printers.
10. Basic Scripting knowledge in Powershell and Bash Scripts.
11. Supporting and troubleshooting common Desktop Applications in all the Operating System ( Linux, Mac and Windows ).

Years of Experience

Min 5+ years experience in a similar position Work in similar technical profile.

Certification requirements

Certification in desktop support or related areas (e.g., CompTIA A+, ITIL Foundation, Microsoft Certified Professional).

Knowledge of basic networking (TCP/IP, DNS, DHCP).

Experience with system imaging and deployment tools (e.g., Bigfix, Workspaceone, WDS).

Education requirements

Bachelor's degree in computer science, Information Technology, or a related field, or equivalent work experience.