Desktop Support Engineer

Responsibilities:

• Provide Technical Assistance:

   Respond to user requests for technical assistance via phone, email, or in person.

• Troubleshooting and Diagnosis:

   Diagnose and resolve technical hardware and software issues, including operating systems (Windows, macOS), applications, printers, network connectivity, and other peripherals.

• Ticket Management:

   Log all support requests in a ticketing system, track progress, and ensure timely resolution and closure of tickets.

• User Account Management:

   Assist with user account creation, password resets, and access management.

• Hardware and Software Installation:

   Install, configure, and maintain desktop computers, laptops, peripherals (printers, scanners, etc.), and software applications.

• System Maintenance:

   Perform routine maintenance tasks, including software updates, patching, and system backups.

• Network Support:

   Assist users with basic network connectivity issues (LAN, Wi-Fi, VPN).

• Documentation:

   Create and maintain documentation of common issues, resolutions, and standard operating procedures.

• User Training:

   Provide basic training and guidance to end-users on the use of hardware and software.

• Inventory Management:

   Assist with tracking and managing IT assets, including hardware and software licenses.

• Escalation:

   Escalate complex issues to higher-level support teams or vendors when necessary.

• Remote Support:

   Provide remote technical assistance using remote desktop tools.

• Maintain a Clean and Organized Workspace:

   Ensure the physical workspace is organized and equipment is properly maintained.

• Adhere to IT Policies and Procedures:

   Follow established IT policies, procedures, and security guidelines.

• Stay Updated:

   Keep abreast of the latest technology trends and best practices in desktop support.

Skills:

• Technical Proficiency:

   Strong knowledge of computer hardware, software (operating systems, applications), and networking fundamentals.

• Troubleshooting Skills:

   Excellent analytical and problem-solving abilities to diagnose and resolve technical issues effectively.

• Communication Skills:

   Clear and concise verbal and written communication skills to interact with users of varying technical abilities.

• Customer Service Skills:

  Patience, empathy, and a customer-focused approach to providing support.

• Organizational Skills:

   Ability to prioritize tasks, manage time effectively, and maintain accurate records.

• Attention to Detail:

   Thoroughness in diagnosing problems and implementing solutions.

• Teamwork:

   Ability to collaborate effectively with other IT team members.

• Adaptability:

   Willingness to learn new technologies and adapt to changing environments.