Desktop Support Engineer

The Opportunity: Be Our Tech Lifeguard

This is not a purely reactive "fix-it" role. You will be the face of IT, providing exceptional support, implementing new technologies, and helping shape a better end-user experience for everyone. You will turn technical roadblocks into opportunities for growth and knowledge sharing.

Key Responsibilities: What You'll Do

1. End-User Empowerment & Troubleshooting (The Core)

• Resolve Incidents:

  Act as the first and second point of contact for all IT-related issues (hardware, software, network, and connectivity) via ticketing system, phone, and in-person support.

• Own the Solution:

  Diagnose and swiftly resolve issues related to Windows, macOS, MS Office/O365 suite, email, and proprietary business applications, ensuring minimal downtime.

• Maintain Workstations:

  Install, configure, test, and maintain operating systems, application software, and system management tools for all desktops, laptops, and mobile devices.

2. Infrastructure & Operations (The Maintenance)

• Asset Management:

  Manage the lifecycle of all IT hardware assets, including inventory tracking, procurement, deployment, and end-of-life retirement.

• User Management:

  Administer user accounts, security groups, password resets, and access permissions using

  Active Directory (AD)

  and other identity management platforms.

• Setup & Onboarding:

  Prepare and deploy complete, ready-to-use technical kits for all new hires, ensuring a flawless first day for every employee.

• Security Focus:

  Assist with the deployment and monitoring of endpoint security tools, ensuring compliance with organizational security policies.

3. Proactive Improvement (The Innovation)

• Create the Knowledge Base:

  Develop and maintain high-quality technical documentation, internal procedures, and user-facing "how-to" guides to promote self-service and reduce recurring tickets.

• Process Improvement:

  Identify recurring issues and work with the IT Manager to implement permanent fixes, contributing to a culture of continuous improvement.

Required Skills & Qualifications: Who You Are

• Experience:

  [1-3] years of proven experience in a Desktop Support, IT Helpdesk, or Technical Support role.

• Technical Proficiency:

  Strong hands-on knowledge of

  Windows 10/11

  and familiarity with macOS environments.

• Core Tools:

  Demonstrated experience with a major

  Help Desk Ticketing System

  (e.g., Jira Service Desk, ServiceNow, Fresh service).

• Network Fundamentals:

  Basic understanding of TCP/IP, DNS, DHCP, VPN clients, and ability to troubleshoot connectivity issues (LAN/Wi-Fi).

• Identity Management:

  Practical experience with

  Active Directory (AD)

  , including user/group management and basic Group Policy Objects (GPO) knowledge.

• Soft Skills (Crucial):

  Excellent verbal and written communication skills with the ability to translate complex technical jargon into clear, patient instructions for non-technical users.

• Mindset:

  A strong customer-service orientation, a calm demeanor under pressure, and a passion for problem-solving.

Nice-to-Have (Bonus Points)

• Relevant certifications (e.g.,

  CompTIA A+

  ,

  Microsoft 365 Certified: Modern Desktop Administrator Associate

  ).
• Experience supporting cloud-based collaboration platforms (e.g., Microsoft 365 / Google Workspace).
• Familiarity with PowerShell or basic scripting for automation.