Help Desk Engineer | Technical Support Engineer

What You’ll Do

The Help Desk Engineer provides timely technical support through phone, email, chat, remote desktop, and in-person assistance. You'll diagnose problems, resolve routine issues independently, elevate complex concerns when appropriate, and help maintain reliable and secure technology throughout the organization.

• Respond to and document help desk requests received by phone, email, chat, or other support channels.
• Troubleshoot hardware, software, connectivity, account‑access, and network‑related issues.
• Use remote desktop tools to diagnose and resolve user problems.
• Provide clear instructions and technical guidance to employees.
• Communicate with users by phone when an issue requires more detailed troubleshooting.
• Prioritize support requests based on urgency, impact, and business needs.
• Escalate complex or unresolved technical issues when appropriate.
• Follow up with users to help ensure issues are fully resolved.
• Maintain accurate records of support requests, troubleshooting, repairs, and resolutions.

• Configure and deploy laptops, desktops, monitors, printers, and other workstation equipment.
• Set up and support mobile devices, including iPhones and Android devices.
• Configure and support tablets, including iPads and Android devices.
• Enroll, configure, and troubleshoot devices using mobile device management (MDM) solutions.
• Install and configure approved software, applications, drivers, printers, copiers, scanners, and related technology.
• Inspect and troubleshoot computer hardware, including hard drives, keyboards, mice, monitors, and peripheral devices.
• Diagnose hardware failures and repair, replace, or coordinate replacement of equipment as appropriate.
• Maintain accurate technology inventory and identify equipment or supply shortages.

• Create, modify, and deactivate user accounts based on approved requests and established procedures.
• Manage user access within Active Directory, Microsoft 365, SharePoint, and other business applications.
• Assist employees with password, account‑access, authentication, and permission issues.
• Support new‑hire technology setup and employee transitions.
• Help ensure appropriate access is provided based on employee responsibilities and organizational requirements.
• Follow established security procedures when creating, modifying, or terminating access.

• Set up computers, mobile devices, accounts, applications, and other technology for new employees.
• Assist new employees with logging in and accessing required systems.
• Train employees on computers, applications, and technology services provided by the organization.
• Develop and maintain user guides, technical instructions, training materials, and troubleshooting resources.
• Facilitate technology training for individuals or groups as needed.
• Provide patient, professional support to users with varying levels of technical experience.

• Assist with maintaining local networks and technology infrastructure to support reliable performance.
• Troubleshoot network and connectivity issues.
• Help maintain procedures for technology outages, emergencies, and system disruptions.
• Assist with system upgrades, updates, and preventative maintenance.
• Schedule technology maintenance to minimize disruption to employees and operations.
• Support security and privacy practices for organizational networks, devices, accounts, and systems.
• Identify and communicate potential technology or security concerns.
• Follow established IT security, confidentiality, and access‑control requirements.

• Set up and troubleshoot audio/visual equipment for meetings, training sessions,…