Desktop Support Engineer

Job Description

JD for Desktop Support Engineer. Key Responsibilities : End-User Support : Provide in-person, remote, and phone support for end-user hardware and software issues, including desktops, laptops, printers, peripherals, and mobile devices. Troubleshooting : Diagnose and resolve technical issues related to operating systems (Windows, macOS), software applications, hardware failures, and network connectivity. Installation & Configuration : Set up new desktops, laptops, and peripherals for end-users, including software installation, operating system configuration, and network setup. Software Support : Install, configure, and troubleshoot office productivity software (e.g., Microsoft Office, Outlook), antivirus software, remote desktop software, and other business applications. System Imaging & Deployment : Manage system imaging, deployment, and upgrading processes to standardize and streamline desktop configurations. Hardware Repair & Maintenance : Perform basic hardware repairs (e.g., replacing hard drives, RAM, monitors, printers) and coordinate more complex repairs with vendors as needed. Network Support : Assist users with network connectivity issues, including wireless and wired connections, VPN setup, and troubleshooting. User Training : Provide basic training to end-users on the use of software and hardware systems, as well as any company-specific applications or tools. Asset Management : Maintain and update inventory records for hardware, software, and licenses; assist in managing asset lifecycle from procurement to disposal. Documentation : Maintain accurate records of support requests, troubleshooting steps, and resolutions using IT service management tools like ServiceNow, Jira, or similar. Collaboration : Work closely with other IT teams, including systems administration, networking, and security, to resolve complex issues and ensure smooth IT operations. Security : Assist with the implementation of security policies and procedures, including software patch management, encryption, and antivirus software. Remote Support : Provide remote troubleshooting and support for end-users in different locations or for employees working from home or in satellite offices.