Desktop Support Engineer

Key Responsibilities:

1. End-User Support:

   • Provide first- and second-level support to end-users for hardware, software, and network-related issues.

   • Respond to helpdesk tickets and resolve technical issues related to desktops, laptops, printers, and peripheral devices.

   • Assist users with configuring and troubleshooting operating systems (Windows, macOS, etc.) and productivity applications (Microsoft Office Suite, etc.).

2. Hardware & Software Installation/Configuration:

   • Set up, configure, and deploy new desktop and laptop systems, including installing operating systems, drivers, and necessary software.

   • Maintain, upgrade, and repair existing hardware, ensuring minimal downtime for end-users.

   • Ensure proper functionality of peripheral devices like printers, scanners, and projectors.

3. Troubleshooting & Issue Resolution:

   • Diagnose and resolve hardware and software malfunctions, including network connectivity issues, printer issues, and application errors.

   • Perform remote troubleshooting and provide on-site support as needed.

   • Escalate unresolved issues to the appropriate IT team or third-party vendors.

4. System Maintenance & Updates:

   • Perform routine maintenance tasks, such as system patches, antivirus updates, and software upgrades.

   • Ensure that all desktop and laptop systems are compliant with company security policies (e.g., firewall settings, password policies).

   • Maintain system backups and assist with disaster recovery when needed.

5. Documentation & Reporting:

   • Maintain accurate and up-to-date documentation of all IT support activities, including ticket resolution, system configurations, and software installations.

   • Generate reports on common technical issues and provide feedback to improve IT support procedures.