Desktop Support Engineer

We are seeking a skilled and dedicated Desktop Support Engineer to join our Infrastructure and Security team. The ideal candidate will be responsible for providing technical support and troubleshooting services to end-users across multiple disciplines, e.g., hardware, software, and network-related issues, as well as possess a strong desire to continue learning and provide valuable insight as a key member of the team. This role requires the engineer to be on-site 100% of the time to ensure prompt and effective resolution of technical problems.

Key Responsibilities:

• Provide on-site technical support for desktop computers, laptops, printers, and other peripherals
• Install, configure, and maintain operating systems, software applications, and hardware components
• Troubleshoot and resolve hardware, software, and network issues in a timely manner
• Assist with the setup and deployment of new equipment and technology
• Perform regular maintenance and updates to ensure optimal performance of IT systems
• Document and track all support requests and resolutions using a ticketing system
• Collaborate with other IT team members to address complex technical issues
• Provide training and guidance to end-users on best practices and IT policies
• Ensure compliance with company IT policies and security protocols
• Develop and leverage application-centric Key Performance Indicators (KPIs) to identify inefficiencies, streamline processes, and drive informed decisions
• Offer an outstanding customer experience to all employees

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience)
• Proven experience as a Desktop Support Engineer or similar role (3+ years)
• Strong knowledge of Windows and macOS operating systems
• Familiarity with network troubleshooting and basic network configurations
• Excellent problem-solving skills and attention to detail
• Strong communication and interpersonal skills
• Ability to work independently and as part of a team
• Self-motivated continuous learner
• Must be able to provide exceptional customer service

Technical proficiency in Microsoft environment including:

• Compute (e.g., Laptops)
• Peripherals (e.g., Printers and Scanners)
• Unified Communications (e.g., Microsoft Exchange and Teams)
• Identity and Access (e.g., Microsoft Active Directory and Group Policy)
• Data Protection (e.g., Email Security and Endpoint Protection)
• Knowledge and Collaboration Management (e.g., SharePoint and ITSM)
• Productivity Applications (e.g., Office 365 and Adobe Creative Suite)
• Asset Management (e.g., Inventory Management and Purchasing)