Job Overview
We are seeking a skilled and dedicated Desktop Support Engineer to join our IT support team. This role involves providing technical assistance to end-users, troubleshooting hardware and software issues, and maintaining the overall health of desktop and network systems. The ideal candidate will possess strong communication skills, a solid understanding of operating systems, and experience with various IT support tools. This position offers an excellent opportunity to work in a dynamic environment supporting diverse technologies including Windows, macOS, Linux, and network infrastructure.
1. End-User Support & Troubleshooting:
· Provide onsite and remote desk-side support for Windows and Mac OS desktops, laptops, and peripherals.
· Troubleshoot Windows OS issues (Windows 10/11), login problems, performance issues, and system errors.
· Support standard office applications including MS Outlook, Office 365, and Teams.
· Diagnose and resolve printer, scanner, and video conferencing issues.
· Assist with basic network troubleshooting including LAN connectivity, Wi-Fi access, and VPN.
2. Incident & Request Management:
· Log, track, and update all incidents and service requests in an ITSM tool (e.g., ServiceNow).
· Follow defined troubleshooting processes and Service Level Agreements (SLAs).
· Escalate unresolved or complex issues to L2/L3 support teams per established procedures.
· Ensure timely communication and resolution updates to users.
3. Imaging & Deployment:
· Build, configure, and deploy system images for desktops and laptops using tools such as SCCM/MDT, Intune/Autopilot, or Ghost.
· Maintain and update golden/master images with the latest OS patches, drivers, and standard software packages.
· Perform PXE boot and USB-based imaging for new hires and hardware refreshes.
· Ensure BitLocker encryption and security policies are applied during the imaging process.
· Troubleshoot imaging failures and driver conflicts during deployment.
4. System Setup & Maintenance:
· Perform IMAC activities (Install, Move, Add, Change) for IT assets.
· Assist with new device setup, OS installation, and software configuration post-imaging.
· Manage hardware diagnostics and coordinate replacements with vendors/OEMs.
· Support onboarding and offboarding activities (system access, device handover).
· Maintain IT asset inventory and ensure proper documentation.
Technical Skills:
· OS & Hardware: Hands-on experience with Windows OS (10/11) and Mac OS; familiarity with desktop/laptop hardware components and troubleshooting.
· Imaging Tools: Experience with SCCM, MDT, Intune/Autopilot, or similar deployment tools.
· Applications: Proficient in Microsoft Office 365, Outlook, and Teams.
· Networking: Basic understanding of LAN/WAN, IP addressing, DHCP, DNS, and Wi-Fi.
· Active Directory: Basic knowledge of password resets, user unlocks, and group membership.
· Peripherals: Experience supporting printers, scanners, and mobile devices.
· ITIL: Awareness of ITIL processes (Incident, Change, Problem, Service Request) is advantageous.
Pay: $18.43-$25.00 per hour
Work Location: In person
