Desktop Support Engineer (225-813)

A Desktop Support Engineer plays a crucial role in maintaining the technology infrastructure within an organization. They are responsible for ensuring that all desktop systems, hardware, and software are functioning properly. This involves troubleshooting any technical issues that employees might encounter with their computers or peripheral devices. Moreover, Desktop Support Engineers help improve and maintain the security of the systems by installing necessary updates and patches. They need to work well under pressure, often providing rapid solutions to prevent any disruption to the workflow. In addition to problem-solving, they support the onboarding of new employees and ensure their systems are set up and optimized for productivity.

Responsibilities

• Provide technical support and resolve hardware and software issues for end-users.
• Install, configure, and maintain desktop and laptop computers and peripheral devices.
• Troubleshoot system and network problems promptly, diagnosing and resolving faults.
• Log support tickets and update records regarding technical issues and solutions provided.
• Set up accounts for new users, ensuring configurations are completed accurately.
• Ensure all operating systems and software are up-to-date with the latest patches.
• Collaborate with IT team members to improve system performance and user experience.
• Assist in setting up and managing video conference equipment and meetings.
• Educate staff about potential threats and basic security measures to protect data.
• Maintain inventory records of all hardware and software assets within the company.
• Provide remote support when necessary using remote access tools and platforms.
• Document and communicate technical processes and procedures to enhance team knowledge.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or a related field preferred.
• Proven experience as a Desktop Support Engineer or in a similar technical role.
• Strong knowledge of operating systems, particularly Windows and macOS environments.
• Familiarity with software distribution tools and remote desktop applications is desirable.
• Excellent problem-solving skills and ability to handle technical support issues efficiently.
• Outstanding communication skills to effectively liaise with non-technical users.
• Ability to work independently as well as in a team-centered environment.