Desktop Support Engineer

The desktop support engineer plays a critical role within the IT Service Management (ITSM) organization, responsible for driving the Problem Management process to identify root causes, eliminate recurring incidents, and improve overall service stability. This role conducts structured root cause analysis (RCA), collaborates with technical and incident teams, maintains Problem Management governance practices, and ensures that corrective actions are properly implemented and validated.

This position requires strong analytical skills, deep understanding of ITIL processes, and the ability to lead cross-functional efforts to resolve problems effectively.

• Install, troubleshoot, and repair desktops, laptops, printers, and peripherals (monitors, keyboards, mice, scanners, fax machines).
• Provide Smart Hands and Feet support for networking hardware (routers, switches, firewalls, racks, cabinets) under guidance from senior engineers or remote teams.

• Install and troubleshoot desktop applications and operating systems.
• Provide desk-side support and PC break/fix services with basic Windows OS administration.
• Assist with anti-virus and anti-spyware software installations and troubleshooting.
• Support basic configuration and troubleshooting of iOS/Android tablets.
• Deploy software and OS using tools like MECM, WDS, or MDM (e.g., Microsoft Office, antivirus, company-specific apps).

• Troubleshoot basic LAN/WAN connectivity issues.
• Understand and apply basic networking concepts (TCP/IP, DNS, DHCP, VPN, RDP).
• Use diagnostic tools (ping, ipconfig, Wi‑Fi analyzer) for wireless network troubleshooting.

The desktop support engineer plays a critical role within the IT Service Management (ITSM) organization, responsible for driving the Problem Management process to identify root causes, eliminate recurring incidents, and improve overall service stability. This role conducts structured root cause analysis (RCA), collaborates with technical and incident teams, maintains Problem Management governance practices, and ensures that corrective actions are properly implemented and validated.

This position requires strong analytical skills, deep understanding of ITIL processes, and the ability to lead cross-functional efforts to resolve problems effectively.

• Install, troubleshoot, and repair desktops, laptops, printers, and peripherals (monitors, keyboards, mice, scanners, fax machines).
• Provide Smart Hands and Feet support for networking hardware (routers, switches, firewalls, racks, cabinets) under guidance from senior engineers or remote teams.

• Install and troubleshoot desktop applications and operating systems.
• Provide desk-side support and PC break/fix services with basic Windows OS administration.
• Assist with anti-virus and anti-spyware software installations and troubleshooting.
• Support basic configuration and troubleshooting of iOS/Android tablets.
• Deploy software and OS using tools like MECM, WDS, or MDM (e.g., Microsoft Office, antivirus, company‑specific apps).

• Troubleshoot basic LAN/WAN connectivity issues.
• Understand and apply basic networking concepts (TCP/IP, DNS, DHCP, VPN, RDP).
• Use diagnostic tools (ping, ipconfig, Wi‑Fi analyzer) for wireless network troubleshooting.

• High School Diploma or GED Equivalent.
• 6 years of relevant experience listed in the job description.

• Basic understanding of ITIL processes:
  Incident, Change, Problem Management, Service Requests, and stock management.
• Strong written and verbal communication skills.
• Excellent interpersonal skills for user and…