Desktop Support Engineer

About the role

The Desktop Support Engineer provides day‑to‑day local and remote desktop assistance, handling inbound calls and tickets to resolve hardware, software, and application issues. The role ensures timely problem resolution and collaborates with supervisors to maintain consistent IT support across all shifts.

Key responsibilities

• Deliver first and second level support for desktop users, managing tickets and inbound calls.
• Install, upgrade, and troubleshoot Windows (XP, 7, 8.1, 10) and Microsoft Office applications.
• Provide basic support for macOS devices.
• Maintain and repair printers, computers, laptops, and other peripherals.
• Use diagnostic tools to address network connectivity and hardware/software problems.
• Coordinate with vendors to resolve complex audio/visual issues.
• Document all actions and updates in the ticketing system.
• Participate in project‑based work requiring flexibility and teamwork.

Required profile

• Bachelor’s degree in Computer Science or a related field, or equivalent experience.
• CompTIA A+ and Microsoft Certified Professional (MCP) certifications or higher.
• 2‑3 years of experience in Windows desktop support.
• Strong analytical, troubleshooting, and problem‑solving abilities.
• Excellent communication and customer‑service skills.
• Willingness to work off‑hours or weekends for projects or emergencies.

Required skills

• Windows XP, Windows 7, Windows 8.1, Windows 10
• Microsoft Office 2010 and Office 365
• Cisco Jabber
• Basic macOS support
• Printer installation and troubleshooting
• Computer hardware diagnostics and repair
• Network connectivity troubleshooting
• Microsoft Active Directory and Group Policy Objects (GPO)
• Enterprise anti‑virus solutions
• Helpdesk ticketing systems
• Mobile device management for iOS and Android
• Enterprise encryption solutions