Desktop Support Engineer

Desktop Support Engineer

The Desktop Support Engineer provides advanced technical support for end‑user computing environments, resolving incidents and service requests that cannot be addressed at Level 1. This role focuses on desktop, laptop, mobile, peripheral, and collaboration technologies, with an emphasis on timely resolution, root cause analysis, and continuous service improvement. The analyst acts as an escalation point and works closely with infrastructure, security, and application teams.

• Provide Level 2 support for Windows and macOS desktops and laptops, including hardware, OS, and standard enterprise applications.
• Troubleshoot complex issues related to operating systems, Office 365/Microsoft 365, Outlook, Teams, VPN, printers, and peripherals.
• Resolve issues escalated from Level 1, ensuring adherence to SLAs and prioritization guidelines.
• Perform root cause analysis and document permanent fixes to reduce recurring incidents.

• Support endpoint management tools such as Microsoft Intune, SCCM/MECM, Jamf, or equivalent.
• Build, image, configure, deploy, and decommission end‑user devices.
• Apply OS patches, software updates, and security configurations in accordance with IT policies.

• Support Active Directory and Azure AD user account administration (password resets, group membership, access provisioning).
• Assist with MFA, conditional access, and endpoint security issues.
• Ensure compliance with security, data protection, and asset management standards.

• Accurately log, track, and update incidents and requests in the ITSM tool (e.g., Service Now).
• Create and maintain technical documentation, KB articles, and standard operating procedures.
• Identify opportunities for automation and service improvement.

• Provide professional, customer‑focused support to end users both onsite and remotely.
• Coordinate with Level 3 teams, vendors, and other IT functions for issue resolution.
• Support onboarding and offboarding activities, including device setup and access provisioning.

• Strong experience supporting Windows 10/11 and macOS.
• Solid knowledge of Microsoft 365 (Outlook, Teams, One Drive, SharePoint).
• Experience with Active Directory, Azure AD, and endpoint management platforms.
• Understanding of networking fundamentals (DNS, DHCP, VPN, TCP/IP).
• Hands‑on troubleshooting of desktop hardware, laptops, printers, and peripherals.

• Strong analytical and problem‑solving abilities.
• Excellent written and verbal communication skills.
• Ability to manage multiple tasks and prioritize effectively.
• Customer‑service mindset with attention to detail.

• 2–5 years of experience in an IT Desktop Support or End User Support role.
• Associate or Bachelor’s degree in IT, Computer Science, or equivalent experience preferred.

• CompTIA A+, Network+, or Security+.
• Microsoft certifications (e.g., Modern Desktop Administrator Associate).
• ITIL Foundation.

• May require onsite and remote support.
• Occasional after‑hours or on‑call support as needed.