Desktop Support Specialist

Desktop Support Engineer

Job Summary

We are looking for a skilled and customer-focused Desktop Support Engineer to provide technical assistance to end users and ensure the smooth operation of desktop systems, applications, hardware, and IT infrastructure. The ideal candidate will have strong troubleshooting skills, excellent communication abilities, and hands-on experience supporting Windows environments.

Key Responsibilities

• Provide first- and second-level technical support to end users via phone, email, chat, and in person.
• Install, configure, maintain, and troubleshoot desktops, laptops, printers, mobile devices, and other IT hardware.
• Troubleshoot Windows operating systems, Microsoft 365 applications, software, network, and connectivity issues.
• Create, manage, and resolve IT support tickets within agreed SLAs.
• Support user account management, password resets, permissions, and access-related issues.
• Troubleshoot Active Directory, Group Policy, DNS, DHCP, VPN, Wi-Fi, and basic networking issues.
• Assist with onboarding and offboarding employees, including hardware provisioning and account setup.
• Deploy and maintain software, security updates, patches, and endpoint configurations.
• Maintain accurate documentation of incidents, resolutions, hardware, software, and IT procedures.
• Escalate complex technical issues to the appropriate infrastructure, security, or application teams.
• Monitor IT equipment and proactively identify recurring issues or potential problems.
• Follow IT security policies and best practices when handling systems, devices, and user information.

Required Skills & Qualifications

• Bachelor's degree/diploma in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• 2+ years of experience in Desktop Support, IT Support, Help Desk, or Technical Support.
• Strong knowledge of Windows 10/11 and Microsoft Office/Microsoft 365.
• Hands-on experience with Active Directory and user account administration.
• Basic understanding of TCP/IP, DNS, DHCP, VPN, Wi-Fi, and networking concepts.
• Experience troubleshooting hardware, software, printers, and peripheral devices.
• Familiarity with ticketing/help-desk systems.
• Strong problem-solving and analytical skills.
• Excellent verbal and written communication skills.
• Ability to prioritize multiple support requests and work effectively under deadlines.

Preferred Skills

• Experience with Microsoft Intune or other endpoint management tools.
• Knowledge of Azure AD / Microsoft Entra ID.
• Experience with SCCM/MECM or software deployment tools.
• Familiarity with remote support tools.
• ITIL or CompTIA A+ certification.
• Experience supporting hybrid or remote work environments.

Key Competencies

• Customer service orientation
• Troubleshooting and problem solving
• Communication skills
• Time management
• Attention to detail
• Team collaboration
• Ability to work independently

Employment Details

Job Title: Desktop Support Engineer

Employment Type: Full-time / Contract

Work Location: On-site / Hybrid / Remote

Experience: 2+ years

Department: Information Technology