Company Profile: Nation's premier e-governance provider dedicated to delivering extensive system integration and software solutions. With a focus on system integration and innovative software solutions, we are at the forefront of transforming the digital landscape of governance.Job Overview:A Desktop Support Engineer is responsible for providing technical support and troubleshooting for end-user devices, including desktops, laptops, printers, and other hardware/software related to an organization's IT infrastructure. This role involves working closely with the IT team to ensure that all systems are running smoothly, and users have minimal disruptions in their work. The ideal candidate will be technically skilled, customer-oriented, and capable of managing multiple tasks and priorities.Key Responsibilities:1. Technical Support & Troubleshooting:Provide support for desktop/laptop hardware, software, and peripherals.Troubleshoot and resolve issues related to operating systems, applications, and network connectivity.Assist users with login issues, email setup, software installation, and other technical problems.2. System Installation & Configuration:Desktop support techs handle a variety of installation, configuration and maintenance tasks to optimize computer systems throughout the organization, including:Formatting, partitioning and imaging hard drivesUpgrading or replacing hardware components like memory, network cards, video cardsInstalling operating systems, software drivers and applicationsSetting up new devices, printers, scanners, etc.Configuring system settings, security tools, VPN access etc.Performing preventative maintenance activities3. User Support & Training:Respond to helpdesk tickets and service requests in a timely manner.Provide on-site and remote support to end-users for technical issues.Train users on basic software and hardware operations, ensuring they are equipped to use the systems effectively.4. Maintenance & Updates:Regularly perform system upgrades and updates for hardware and software.Ensure security patches are applied to all systems and devices.5. Documentation & Reporting:Maintain accurate records of issues, solutions, and troubleshooting steps.Create and update technical documentation for end-users and IT team members.Generate reports on system performance and issues as required.6. Collaboration with IT Team:Work with network administrators, IT support staff, and other relevant departments to ensure seamless IT operations.Provide feedback and suggestions for improving the organizations IT infrastructure.Qualifications:Education:Bachelors degree in computer science, Information Technology, or a related field (preferred) or relevant certifications (CompTIA A+, Microsoft Certified Professional, etc.).Experience:Proven experience in desktop support, IT helpdesk, or a similar role.Knowledge of desktop/laptop hardware, operating systems (Windows, macOS), and basic networking.Technical Skills:Proficiency in troubleshooting hardware/software issues.Experience with ticketing systems (e.g., ServiceNow, JIRA) and remote support tools.Knowledge of Active Directory, Microsoft Office Suite, and other business applications.Familiarity with basic networking concepts (TCP/IP, VPN, etc.).Networking Concepts: Solid grasp of how LANs, WANs, Wi-Fi, VPNs etc. function.Soft Skills:Strong customer service skills with the ability to communicate technical information to non-technical users.Excellent problem-solving skills and attention to detail.Ability to work independently and as part of a team.Strong time-management and organizational skills.
