Desktop Support Engineer

Role & responsibilities

Troubleshooting and Problem Solving: Diagnosing and resolving hardware, software, and network issues for end-users. This includes problems with desktops, laptops, printers, peripherals, and applications. They often use diagnostic tools and knowledge bases to identify solutions.

Technical Support: Providing first-level or second-level technical support to end-users via phone, email, chat, or in person. This involves answering questions, explaining technical concepts, and guiding users through solutions.

Hardware and Software Installation/Maintenance: Installing, configuring, and maintaining desktop and laptop computers, operating systems (like Windows, macOS, or Linux), and software applications. This can also include imaging new machines and deploying software updates.

Network Connectivity: Troubleshooting network connectivity issues, including Wi-Fi, Ethernet, and VPN problems. They may work with network administrators to resolve more complex network problems.

Asset Management: Tracking and managing computer hardware and software inventory. This includes recording serial numbers, software licenses, and disposal information.

Documentation: Maintaining accurate records of support requests, solutions, and hardware/software configurations. This helps in building a knowledge base and improving future support efforts.

User Training: Providing basic training to end-users on the use of hardware, software, and IT systems.

Security: Implementing and enforcing security policies and procedures, such as password management, data encryption, and malware protection.

Collaboration: Working closely with other IT teams, such as network administrators, system administrators, and security specialists, to resolve complex issues and ensure the smooth operation of IT systems.