Desktop Support Engineer - Lead

1. Technical Support:

• Provide first-line support for desktop and laptop issues, including hardware,

software, and operating system problems.

• Diagnose and resolve technical issues related to computer systems,

applications, and peripherals.

• Respond to support requests via phone, email, or in-person, and prioritize issues

based on urgency and impact.

2. System Maintenance:

• Perform routine maintenance tasks such as software updates, system backups,

and antivirus scans.

• Install, configure, and troubleshoot operating systems and software

applications.

• Ensure that all systems and software comply with company standards and

policies.

3. User Assistance:

• Assist users with setting up and configuring their desktops, laptops, and mobile

devices.

• Provide training and guidance to users on software and system usage.
• Document and track support requests using a ticketing system, ensuring timely

resolution and communication.

4. Hardware Management:

• Set up, install, and repair desktop and laptop hardware components.
• Manage inventory of hardware and software assets, ensuring proper records are

maintained.

• Coordinate with vendors for hardware repairs and replacements when

necessary.

5. Network Support:

• Assist with network connectivity issues, including wired and wireless

connections.

• Ensure proper configuration of network settings and troubleshoot network-

related problems.

6. Security:

• Implement and enforce security measures to protect user data and systems.
• Monitor and respond to potential security threats and breaches.

7. Documentation and Reporting:

• Maintain detailed records of support requests, resolutions, and system changes.
• Prepare reports on common issues and provide recommendations for

improvements.