Desktop Support Engineer

Position summary

Desktop Support Engineer

Key Responsibilities

• Provide first- and second-level support for desktops, laptops, mobile devices, printers, and other IT assets.  

• Respond to user queries via ticketing system, phone, email, and in-person; resolve or escalate issues as needed.  

• Install, configure, and maintain Windows, macOS, and Linux operating systems and supported applications.  

• Manage user accounts, permissions, and access rights in Azure Active Directory, Microsoft 365, or Google Workspace.  

• Troubleshoot network connectivity issues (LAN/WAN, Wi-Fi, VPN, DNS, etc.).  

• Support collaboration tools (Zoom, Microsoft Teams, Google Meet, etc.).  

• Maintain and deploy system images using tools such as SCCM, Intune, JAMF, or equivalent.  

• Monitor hardware and software inventory; assist in lifecycle management of IT assets.  

• Follow ITIL or internal procedures for incidents, change, and problem management.  

• Document support processes, issue resolutions, and knowledge base articles.  

• Participate in IT projects and support office moves, upgrades, or migrations.  

Documentation and Process Improvement

• Maintain up-to-date system/network documentation, runbooks, and change logs.  
• Identify opportunities for automation, optimization, or standardization across the IT environment.  

Education & Experience

• Bachelor's degree in computer science, Information Technology, or related field (or equivalent experience).  

• 2+ years of experience in desktop support, help desk, or IT technician roles.  

Technical Skills

• Proficiency in Windows 10/11, macOS, and Microsoft Office Suite.  

• Working knowledge of Active Directory, Group Policy, and remote management tools.  

• Familiarity with endpoint protection, patching, and basic cybersecurity principles.  

• Basic scripting (PowerShell, Bash, etc.) is a plus.  

• IT certifications such as CompTIA A+, Network+, Microsoft MCP, or ITIL are advantageous.  

Work Environment

• Must be comfortable supporting global teams and working in PST or overlapping time zones when required.