Desktop Support Engineer

Job Overview

We are seeking a Desktop Support Engineer with 2 to 4 years of hands-on experience providing onsite IT support, primarily focusing on Windows 7 operating system environments. The candidate will be accountable for managing end-user desktop hardware and software issues, ensuring efficient incident resolution and lifecycle maintenance of desktop devices.

Key Responsibilities

• Deliver comprehensive desktop support covering hardware, software, and connectivity problems from initial management to resolution.
• Handle installations, moves, adds, and changes (IMAC) along with desk-side support for desktop devices.
• Conduct break-fix services for laptops and desktops, both hardware and software related.
• Maintain and support standard hardware and software configurations including operating systems and office applications across desktop devices throughout their lifecycle, including remote management using specialized tools.
• Manage and optimize desktop configurations and installations, including patch management and hardware replacement, coordinating with vendors for spare parts.
• Utilize service management platforms such as ServiceNow to track and handle service requests and incidents.
• Leverage expertise in End User Computing (EUC) tools, remote support technologies, Microsoft Office suite, and Outlook for daily operations.
• Possess familiarity with Lync, VPN setups, and mobile device support to strengthen support capabilities.
• Analyze service desk call and incident metrics to identify user training needs and potential automation improvements.
• Ensure all desktop devices are deployed with the correct desktop image and configurations.
• Monitor security profiles and antivirus software compliance across all desktop devices, taking corrective actions upon non-compliance.
• Provide VIP level support for desk-side issues as required by contractual obligations and serve as the primary IT point of contact onsite if other IT teams are not available, particularly during management information (MI) calls.
• Comply with ITIL processes including Incident, Change, Problem, and Service Request management, as well as inventory management for spare and buffer stock.
• Additional beneficial skills include knowledge of Active Directory (AD), smart hands support, and familiarity with Macintosh device support.

Required Experience

Candidate should have between two to four years’ experience working in onsite technical support roles involving Windows 7 OS environments and managing desktop device issues.