Job Summary:

We are seeking a skilled and customer-focused Desktop Support Engineer to provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware. The ideal candidate will be responsible for diagnosing and resolving technical problems, maintaining IT equipment, and ensuring optimal workstation performance for end users.

Key Responsibilities:

• Provide first- and second-level technical support for desktops, laptops, printers, and mobile devices
• Install, configure, and maintain operating systems, software applications, and system updates
• Troubleshoot hardware, software, and network connectivity issues
• Respond to help desk tickets, emails, and phone calls in a timely manner
• Set up and deploy new user workstations, including hardware and software configuration
• Manage user accounts, permissions, and access rights (e.g., Active Directory)
• Maintain and update documentation for systems, processes, and troubleshooting procedures
• Perform routine maintenance and upgrades on IT equipment
• Support remote users using remote access tools
• Collaborate with other IT teams to resolve complex issues
• Ensure compliance with IT policies, security standards, and best practices

Required Skills & Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience)
• Core focus: On-site walk-up and ticketed support, endpoint management (Intune, Jamf), identity & access (Okta, Azure AD), and collaboration tools (Slack, Zoom, M365, Atlassian) 
• Experience needed: 5+ years in a corporate environment supporting Windows, macOS, and enterprise SaaS stacks. Strong customer service orientation is a must. 
• Proven experience in desktop support, IT help desk, or similar role
• Strong knowledge of Windows and/or macOS operating systems
• Familiarity with Microsoft Office Suite and common business applications
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP)
• Experience with Active Directory and user account management
• Excellent troubleshooting and problem-solving skills
• Strong communication and interpersonal skills
• Ability to work independently and as part of a team

Preferred Qualifications:

• IT certifications such as CompTIA A+, Network+, or Microsoft certifications
• Experience with ticketing systems (e.g., ServiceNow, Jira)
• Knowledge of virtualization technologies and remote desktop tools
• Familiarity with cybersecurity best practices

Work Environment:

• Office-based, remote, or hybrid depending on organization needs
• May require occasional after-hours or on-call support