It Desktop Support Engineer

Position Summary:

The IT Desktop Engineer will be responsible for providing technical support to end-users, maintaining and

troubleshooting desktop and laptop hardware and software, managing IT assets, and ensuring the smooth operation of

IT services. This role requires a proactive individual with excellent problem-solving skills and a customer-oriented

mindset.

Key Responsibilities:

1. Technical Support:

• Provide first-line support for desktop/laptop hardware and software issues.
• Diagnose and resolve technical issues related to operating systems, applications, and network

connectivity.

• Respond to support tickets in a timely and efficient manner, ensuring minimal disruption to end-users.

2. Hardware and Software Maintenance:

• Install, configure, and upgrade desktop and laptop hardware and software.
• Perform regular maintenance and updates on IT equipment.
• Manage inventory and tracking of IT assets, including procurement and disposal.

3. User Management:

• Assist in onboarding and offboarding processes, including setting up user accounts, email, and

permissions.

• Provide training and guidance to end-users on IT-related topics and best practices.

4. Network and Security:

• Assist in maintaining and troubleshooting network issues, including Wi-Fi, LAN, and VPN connections.
• Ensure security protocols are followed, including antivirus updates, data backup, and user access

control.

• Monitor and enforce compliance with company IT policies and procedures.

5. Documentation and Reporting:

• Maintain accurate documentation of IT processes, configurations, and support activities.
• Generate regular reports on IT support activities and performance metrics.
• Contribute to the development and updating of IT knowledge base articles and guides.