Desktop Support Engineer

Primary Purpose

The Desktop Support Engineer serves as the first point of contact for end users requiring IT assistance. The role is responsible for providing timely and effective desktop support services, resolving hardware/software issues, and ensuring compliance with IT operational standards and service level agreements (SLAs).

The engineer will support daily IT operations across multiple locations and participate in rotational shift coverage to support business operational requirements.

Key Responsibilities

• Provide desktop support services to users
• Receive, prioritize, document, and resolve end user help requests
• Escalate incidents when necessary to maintain SLA expectations
• Perform imaging and re-imaging of systems
• Conduct asset inventories
• Escalate technical issues to third party vendors or resolver groups
• Update incident records accurately
• Create and update work instructions when required
• Document standards and procedures

Work Schedule & Other Requirements:

• Minimum 3 years of experience with Microsoft Windows 10 and Microsoft Office 365
• Basic skills in Active Directory, OneDrive, servers, networking, storage, and cloud technologies
• Clear spoken and written English

Preferred Attributes:

• Previous IT helpdesk or call center support experience, including remote support
• Knowledge in supporting workstations and related components
• Good verbal and written communication skills
• Strong coordination and prioritization skills
• Ability to work with urgency and communicate effectively with team
• Able to manage small projects such as OS upgrades and software implementation