Desktop Support Specialist

Employment Type: Full-Time / Freelance (B2B Contract)

Schedule: Monday–Friday | Standard Business Hours

We are seeking a proactive and customer-focused Desktop Support Engineer (L1) to provide onsite technical support for end users in an enterprise environment. The ideal candidate will have hands‑on experience with desktop troubleshooting, Microsoft technologies, hardware support, and Active Directory. You will be responsible for resolving technical issues, managing IT assets, supporting endpoint devices, and ensuring a high level of customer satisfaction while adhering to ITIL best practices and SLA commitments.

• Provide onsite desktop and deskside support for end users.
• Troubleshoot and resolve hardware, software, operating system, and network‑related issues.
• Perform IMAC (Install, Move, Add, Change) and Break/Fix activities.
• Configure, deploy, and support Windows 10/11 desktops and laptops.
• Support Microsoft 365 applications, including Outlook, Teams, and One Drive.
• Troubleshoot VPN connectivity and remote access issues.
• Install, configure, and maintain printers, scanners, docking stations, and other peripherals.
• Create, modify, disable, and reset user accounts in Active Directory.
• Perform device imaging, software installations, updates, and endpoint configuration.
• Maintain IT asset inventory and lifecycle management.
• Log, track, and resolve incidents and service requests using ITSM tools (e.g., Service Now).
• Ensure incidents are resolved within agreed SLA timelines.
• Escalate complex issues to Level 2/Level 3 support teams when required.
• Deliver excellent customer service while maintaining accurate technical documentation.

• 2–5 years of experience in Desktop Support, IT Support, or End User Computing (EUC).
• Strong knowledge of Windows 10 and Windows 11.
• Hands‑on experience with Microsoft 365, Outlook, Teams, and Office applications.
• Experience managing users and groups in Active Directory.
• Good understanding of basic networking concepts (TCP/IP, DNS, DHCP, LAN/Wi‑Fi).
• Experience with hardware diagnostics, repair, and replacement.
• Knowledge of device imaging and software deployment.
• Familiarity with ITSM ticketing systems such as Service Now, BMC Remedy, or Jira.
• Understanding of ITIL processes and SLA management.
• Strong troubleshooting, analytical, and problem‑solving skills.
• Excellent communication and customer service abilities.
• Ability to work independently in an onsite enterprise environment.

• Experience supporting enterprise IT environments.
• Exposure to endpoint management tools such as Microsoft Intune, SCCM/MECM, or similar.
• Microsoft certifications (e.g., Microsoft 365 Certified, Modern Desktop Administrator) are a plus.

• Immediate onboarding.
• Opportunity to work in a large enterprise IT environment.
• Competitive daily rate.
• Exposure to modern Microsoft technologies and enterprise support operations.