Desktop Support Specialist

Summary

We are actively seeking a detail-oriented Desktop Engineer to join our dynamic IT team. As a

Desktop Engineer, you will play a pivotal role in ensuring the smooth operation of our desktop

infrastructure. Collaborating with various teams, you'll deliver top-notch technical support and

maintain an efficient desktop environment. This on-site role requires coverage five days a week,

with occasional flexibility for planned support outside regular hours.

Our team is known for its customer-centric approach, strong technical expertise, and

exceptional problem-solving skills.

Responsibilities:

• Customer Service o Provide exceptional customer service by ensuring a positive experience for end

users o Communicate effectively, empathetically, and professionally in resolving incidents

and requests

• Desktop Support o Provide customer focused support for desktop-related issues, both on-site and

remote.

o Respond promptly to customer inquiries, troubleshoot technical problems, and

minimize downtime.

• Desktop Infrastructure Management o Install, configure, and maintain desktop operating systems and applications. o Collaborate with the IT team for standardized deployments and security

measures.

• Hardware and Peripheral Management o Manage desktop hardware inventory, installations, upgrades, and repairs. o Coordinate with vendors for hardware-related issues and warranty matters.

• User Training and Documentation o Develop training materials and conduct sessions to enhance end-users' technical

skills. o Create and maintain documentation for self-service and issue resolution.

• Incident, Service Request, and Problem Management o Record and track incidents and service requests, ensuring timely resolution and

adherence to SLAs. o Conduct root cause analysis and implement preventive measures for recurring

issues.

• Office Ownership o Perform regular checks for office hardware usability, stability, and uniformity. o Manage server rooms, respond to alerts, and assist with server commissioning and

decommissioning.

• Collaboration and Communication o Work closely with cross-functional teams to resolve complex technical issues. o Provide clear and concise communication to end-users on ongoing support

activities.

Qualifications and skills:

• 2 – 3 years proven experience as a Desktop Engineer or in a similar technical support role.

• Proven experience in supporting Windows, macOS and Linux operating systems.

• Strong knowledge of desktop hardware, software applications, and peripherals.

• Familiarity with desktop management tools, e.g., SCCM/MDT and MDM (Airwatch, Intune, Jamf).

• Knowledge of scripting languages (PowerShell, Bash) for automation.

• Understanding of network protocols, TCP/IP, DNS, DHCP, and Active Directory.

• Experience with virtual desktop infrastructure (VDI) and remote desktop solutions.

• Solid understanding of ITIL principles and best practices.

• Excellent problem-solving and analytical skills.

• Strong communication and interpersonal skills.

• A strong sense of responsibility and initiative and an ability to complete tasks accurately.

• Ability to work in a team environment and independently.

• Capacity to work in a fast-paced environment.

• Excellent verbal and written communication skills with high interpersonal skills and customer orientation.

• IT certifications, such as CompTIA A+, MCDST, or similar, are desirable.

• Some physical lifting required.