Desktop Support Engineer

Key Responsibilities

• Break Fix supports incorporate the IT onsite desktop diagnosis and repair of hardware/software by replacing faulty components or configuring replacement equipment.
• OEM vendor coordination for faulty or new hardware requirements.
• "IMAC" is an industry term for Install, Move, Add, Change of IT equipment. Typically, this would include configuration and installation of equipment for new users, moving equipment from one location to another within a site and upgrading hardware, de‑installation of software/application.

"Desk Side Support" includes all types of physical assistance required at the desk of an end user to resolve IT related issues.

• Incident Management for endpoint devices – laptops, desktops, mobile devices, handling hardware issues for monitors and printers (best effort basis and accordingly coordination with OEM vendors).
• Hands and feet support for video conferencing equipment and rooms, coordinate with resolver teams/OEMs for additional support.
• Coordination with OEM on hardware/software issues.
• Perform advanced troubleshooting – technology and application troubleshooting/repair/resolution for all endpoints (laptops, desktops, kiosk machines, and mobiles/tablets).
• Deployment and configuration of new hire equipment (manually and/or using automated tools).
• Deploying and troubleshooting Windows‑based and Mac‑based workstations in a corporate environment leveraging Autopilots, Microsoft Intune, JAMF, and other system management tools.
• Hardware and software provisioning (check‑in and check‑out).
• Coordinate with other IT groups to achieve committed SLAs and deliver world‑class customer service.
• Articulate technical solutions to non‑technical users in simple and easy‑to‑understand terms.
• Occasional work to move/lift IT gear (PC’s and laptops) and move within the site (less than 4 hours of human effort per location per month) – e.g., movement of a PC from one floor to another.
• Uplift and reimage of leaver equipment and update of asset management system/CMDB.
• Update of asset management system/CMDB according to joiner‑mover‑leaver process.

• Entry level

• Full‑time

• Information Technology

• IT Services and IT Consulting