Job Title: IT Desktop Support Engineer

Job Purpose

We are seeking a skilled and customer-centric IT Desktop Support Engineer to join our growing IT team. In this role, you will be the backbone of our daily technology operations, ensuring that our local and remote employees have functional, secure, and optimized hardware and software. You will act as the primary point of contact for resolving complex technical issues, deploying new systems, and maintaining our hardware inventory.

Key Roles & Responsibilities

• End-User Technical Support: Provide exceptional tier-1 and tier-2 technical assistance via ticketing email, chat, and in-person.
• Hardware Lifecycle Management: Install, configure, test, and maintain employee workstations laptopsand peripherals (monitors, docking stations, printers). 
• Software & OS Administration: Deploy, patch, and troubleshoot Windows and macOS environments, enterprise applications 
• Identity & Access Management: Manage user accounts, permissions, password resets, and security groups using Active Directory 
• Network & Connectivity: Troubleshoot basic local network issues (LAN, Wi-Fi, DNS, DHCP) and assist remote workers with secure VPN connectivity. 
• Security & Compliance: Ensure all end-user devices adhere to corporate security protocols, including active antivirus/EDR software, local disk encryption (BitLocker/FileVault), and multi-factor authentication (MFA). 
• Asset Tracking: Maintain a meticulous inventory of all physical hardware, peripherals, and software licenses. 
• Documentation & Onboarding: Create user-facing self-service guides and internal knowledge base articles. Assist with the IT onboarding and offboarding of team members. 

Required Skills & Qualifications

• Experience: [1–3+ years] of hands-on experience in a Desktop Support, Helpdesk, or IT Technician role.
• Operating Systems: High proficiency with Windows 10/11 and macOS. 
• Cloud Ecosystems: Strong familiarity with Microsoft 365 administration and Google Workspace.
• Networking: Solid grasp of fundamental networking concepts (TCP/IP, Wi-Fi configuration, VPN clients). 
• Soft Skills: Outstanding communication and interpersonal skills. The ability to translate complex technical jargon into clear instructions for non-technical users, while maintaining patience and empathy.
• Problem-Solving: Strong critical thinking skills with a proven track record of diagnosing root causes rather than just treating symptoms. 

Preferred Qualifications [Nice to Have]

• Certifications: CompTIA A+, Network+, Security+, or Microsoft Certified: Modern Desktop Administrator Associate.
• Automation: Basic experience with scripting languages like PowerShell or Bash to automate repetitive tasks.
• MDM Tools: Experience managing endpoints using Mobile Device Management software