A Desktop Support Engineer is responsible for providing technical assistance and support to end-users for computer systems, hardware, and software, ensuring seamless daily operations and minimizing downtime to maintain organizational productivity.
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What is a Desktop Support Engineer?
A Desktop Support Engineer is an IT professional who specializes in maintaining, troubleshooting, and supporting an organization's desktop computing environment. They are the primary point of contact for end-users experiencing technical issues with their computers, peripherals, and software applications. This role requires a strong understanding of computer systems, networking fundamentals, and excellent problem-solving skills to diagnose and resolve issues efficiently. Desktop Support Engineers play a critical role in ensuring that employees have the reliable technology they need to perform their jobs effectively, directly contributing to the overall operational stability of the business.
What does a Desktop Support Engineer do?
Desktop Support Engineers perform a variety of tasks to ensure the smooth functioning of an organization's IT infrastructure. Their primary responsibilities include installing, configuring, and updating hardware and software on desktops and laptops. They troubleshoot and resolve issues related to operating systems, applications, printers, and other peripherals, often through remote support tools or in-person assistance. Additionally, they set up and maintain user accounts, manage permissions, and ensure security protocols are followed. Desktop Support Engineers also document support requests, maintain inventory of equipment, and provide basic training to users on new technologies. They collaborate with other IT teams to escalate complex issues and implement system improvements, ensuring minimal disruption to business operations.
Job Overview
We are seeking a skilled Desktop Support Engineer to provide technical assistance and support for our organization's computer systems, hardware, and software. The ideal candidate will be responsible for maintaining, troubleshooting, and resolving IT issues to ensure seamless operations across all departments. This role requires strong problem-solving skills, excellent customer service, and the ability to work effectively in a fast-paced environment.
Desktop Support Engineer responsibilities include:
1. Provide first-line technical support for desktop hardware, software, and network issues
2. Install, configure, and maintain Windows and macOS operating systems
3. Troubleshoot and resolve issues with Microsoft Office 365, Active Directory, and endpoint management tools
4. Manage and deploy desktop images using SCCM or Intune
5. Support mobile devices (iOS/Android) and remote access solutions (VPN, RDP)
6. Maintain accurate documentation of support tickets and resolutions in ITSM tools
7. Collaborate with network and systems teams to resolve complex technical issues
8. Perform hardware repairs and replacements for desktops, laptops, and peripherals
1. 3+ years of professional desktop support experience in corporate environments
2. CompTIA A+ certification or equivalent technical certification
3. Proficiency in Windows 10/11 and macOS support and troubleshooting
4. Experience with Microsoft Active Directory and Office 365 administration
5. Strong knowledge of TCP/IP networking, DNS, DHCP, and basic network troubleshooting
6. Excellent customer service and communication skills
7. Ability to lift 50 pounds of computer equipment
8. Valid driver's license and reliable transportation for occasional site visits
Preferred Qualifications
1. Associate's or Bachelor's degree in Computer Science or related field
2. CompTIA Network+ or Security+ certification
3. Experience with PowerShell scripting for automation tasks
4. Knowledge of ITIL framework and service management principles
5. Experience supporting VoIP systems and video conferencing equipment
6. Familiarity with cloud-based endpoint management solutions
7. Previous experience in healthcare, finance, or regulated industry support
Bonus Skills
1. Microsoft Certified: Modern Desktop Administrator Associate
2. Experience with Azure AD and conditional access policies
3. Knowledge of cybersecurity best practices and endpoint protection tools
4. Basic Linux command line skills
5. Experience with MDM solutions (Jamf, Intune, MobileIron)
6. IT project management experience
7. Bilingual skills (Spanish preferred) for diverse user support
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