Desktop Support Engineer 18N25

The Desktop Support Engineer 18N25 is a pivotal role in maintaining the smooth operation of IT systems within an organization. This role requires a technical expert who is adept at diagnosing and resolving issues concerning personal computers, networking, hardware, and software. Desktop Support Engineers are tasked with providing rapid assistance to internal users, ensuring minimal disruption to business processes. They play a key role in setting up, managing, and maintaining workstations while ensuring that all systems are running efficiently. This position demands excellent problem-solving skills, a strong customer service focus, and the ability to work independently under minimal supervision. As the first point of contact for technical support, it is crucial to deliver exemplary assistance and escalations when necessary to senior team members. The dynamic nature of this role requires flexibility and adaptability, along with staying updated with the latest technological advancements to provide optimal support.

Responsibilities

• Provide technical support and guidance to users experiencing desktop issues.
• Install, configure, and troubleshoot operating systems and application software.
• Manage and resolve hardware-related issues with desktops, laptops, and peripherals.
• Assist in setting up and deploying new workstations efficiently and effectively.
• Maintain accurate records of installed software and hardware assets.
• Implement cybersecurity measures to protect systems from threats and breaches.
• Conduct routine maintenance to ensure optimal system performance consistently.
• Track and document issues and resolutions in the helpdesk ticketing system.
• Ensure timely resolution of user issues or escalate to higher-level support teams.
• Educate users on new technologies and system improvements to enhance productivity.
• Participate in technical training sessions to improve system knowledge and skills.
• Collaborate with IT teams to implement and improve system processes and workflows.

Requirements

• Bachelor's degree in Information Technology, Computer Science, or a related field preferred.
• Minimum of 1-3 years of experience in desktop support or a similar role.
• Strong knowledge of Windows and Mac OS and common desktop applications.
• Familiarity with networking basics, including IP configuration and wireless setups.
• Excellent troubleshooting skills for both hardware and software issues.
• Ability to communicate technical information to a non-technical audience clearly.
• Strong organizational skills and the ability to manage multiple tasks simultaneously.