Desktop Support Engineer - IT Help Desk

Description

  • Provide Tier 1-2 IT support for hardware, software, and connectivity issues via ticketing system, chat, phone, and remote sessions

• Manage Windows and macOS desktops/laptops including imaging, configuration, patching, and lifecycle management

• Administer Active Directory accounts, groups, and permissions for user onboarding, offboarding, and access changes

• Support Microsoft 365 applications (Outlook, Teams, SharePoint, OneDrive) and troubleshoot configuration issues

• Diagnose and resolve network connectivity problems including VPN, Wi-Fi, and printer issues

• Maintain asset inventory and track hardware assignments, warranties, and replacements

• Escalate complex issues to senior engineers with clear documentation of troubleshooting steps taken

• Create and maintain knowledge base articles and standard operating procedures for common issues

• Ensure all support activities comply with HIPAA requirements for handling sensitive healthcare data

Requirements

• 2+ years of IT help desk or desktop support experience

• Strong troubleshooting skills across Windows 10/11 and macOS environments

• Experience with Active Directory user and group management

• Proficiency with Microsoft 365 administration and support