Desktop Support Engineer

Desktop Support Specialist

Where you come in:

• You provide expert-level support for hardware, software, and operating systems on desktops, laptops, and peripherals.
• You troubleshoot and resolve complex technical issues escalated from lower support levels.
• You identify recurring problems and collaborate with SMEs to find permanent solutions.
• You administer and maintain desktop operating systems.
• You manage the lifecycle of the desktop estate.
• You develop and deliver guidance sessions for end-users on software applications, system functionalities, and best practices.
• You participate in and maintain comprehensive documentation for troubleshooting guides and standard operating procedures.
• You participate in the incident management process, ensuring timely resolution of incidents within agreed SLAs.
• You manage assigned service requests to successful completion.
• You create and update KBAs to expand and refine the knowledge base to aid the resolution of incidents and tasks.
• You provide guidance and mentorship to junior desktop support specialists.
• You conduct knowledge-sharing sessions and contribute to the ongoing professional development of the support team.

What makes you successful:

• You have a bachelor's degree or relevant qualification in computer science, Information Technology, or a related field.
• You bring several years of experience in desktop support, with a focus on troubleshooting complex technical issues.
• Your certifications such as ITIL v4 Foundation, CompTIA A+, Microsoft 365 Certified: Endpoint Administrator, or equivalent are highly desirable.
• Your working knowledge of ServiceNow ITSM is desirable.
• Your understanding of networking concepts is strong.
• Your proficiency with Microsoft SCCM & Endpoint Manager/Intune platforms is excellent.
• You possess strong knowledge of desktop operating systems, including Windows 10/11 and macOS.
• Your communication and interpersonal skills are excellent.
• You can work independently and collaboratively in a team environment.

What youll get:

• A front row seat to life-changing CGM technology. Learn about our brave #dexcomwarriors community.
• A full and comprehensive benefits program.
• Growth opportunities on a global scale.
• Access to career development through in-house learning programs and/or qualified tuition reimbursement.
• An exciting and innovative, industry-leading organization committed to our employees, customers, and the communities we serve.

Travel Required:

• 0-5%

Experience and Education Requirements:

• Typically requires a Bachelor’s degree and a minimum of 5 – 8 years of related experience