Desktop Support Engineer (1-3 yrs)

Job Type : Full-time

Job Summary :

We are seeking a Desktop Support Engineer to provide technical support, troubleshooting, and maintenance for computer systems, hardware, and software in our organization. This role is essential for ensuring that employees have reliable access to technology resources and receive timely assistance with IT-related issues. The ideal candidate is skilled in diagnosing and resolving issues related to desktops, laptops, and peripherals and can communicate technical information clearly to non-technical users.

Key Responsibilities :

Technical Support :

- Provide first and second-level support to employees for desktop systems, laptops, software applications, and peripheral devices.

- Troubleshoot hardware and software issues, performing repairs, and system updates as needed.

- Resolve connectivity issues, including network access, remote desktop, and VPN.

System Setup & Configuration :

- Set up new workstations, configure hardware and software installations, and manage account setups.

- Install, upgrade, and configure operating systems, software, and necessary patches.

- Manage asset inventory for computer systems, peripherals, and IT equipment.

User Assistance & Training :

- Assist users with general inquiries, application functionality, and usage instructions.

- Provide one-on-one training to employees on basic troubleshooting and best practices.

- Develop user guides, FAQ resources, and documentation for common issues.

Maintenance & Preventative Care :

- Perform routine maintenance and system checks to ensure optimal performance.

- Regularly monitor antivirus, firewall, and backup systems, ensuring compliance with security policies.

- Collaborate with IT team members to identify and implement system improvements.

Incident Documentation & Reporting :

- Document support requests, issues, and resolutions accurately in the ticketing system.

- Generate reports on common issues, response times, and resolution rates for analysis.

- Provide feedback on recurring issues and help develop solutions to prevent them.

Qualifications :

- Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent work experience).

- 2+ years of experience in desktop support or IT support roles.

- Proficiency in Windows and macOS operating systems, along with MS Office applications.

- Strong troubleshooting skills with hardware (desktops, laptops, printers) and software (OS, applications).

- Familiarity with Active Directory, VPN, remote desktop tools, and ticketing systems (e.g., ServiceNow, Jira).

Preferred Skills :

- Basic knowledge of network configurations, LAN, WAN, and wireless connectivity.

- Experience with virtualization platforms (e.g., VMware, Citrix) and endpoint management tools.

- Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified Desktop Support Technician (MCDST) are a plus.

Key Competencies :

- Excellent customer service skills with a patient and solution-oriented approach.

- Strong communication skills, with the ability to explain technical issues to non-technical users.

- Ability to prioritize tasks effectively and work independently or as part of a team.

- Detail-oriented with strong documentation skills.