Desktop Support Engineer
Core
Ensuring stability and efficient operation of end-user computer systems and infrastructure while conducting research on emerging technologies for business applications.
Role type
Desktop Support Engineer (Level 1/2)
Builds
End-user computing environments, IT infrastructure, and support services for core organizational functions.
Domain
IT Support / Enterprise Infrastructure
Required skills
Windows OS, Microsoft 365, Active Directory, ServiceNow, Intune, Zscaler, Azure AD, networking fundamentals, hardware diagnostics, ITIL methodologies
Preferred skills
Warehousing/transport/logistics experience, Azure Administrator Associate, Azure Network Engineer Associate, Windows Server Hybrid Administrator Associate, Azure Virtual Desktop Specialty, VMware Certified Professional (VCP)
Technologies
ServiceNow, Intune, Zscaler, Microsoft 365, Azure AD, Active Directory, Windows Server, VMware
Responsibilities
Act as primary contact for end-users via phone, chat, email, and onsite support; Log, classify, and prioritize incidents/requests in ITSM tools; Troubleshoot common issues including Windows login, VPN, printing, Wi-Fi/Ethernet, browser, Microsoft 365 apps, OneDrive sync, and mobile devices; Fulfill requests for password resets, software installs, and hardware/peripheral setup; Resolve escalated incidents and perform diagnostics for hardware, drivers, and application conflicts; Manage endpoint tooling and coordinate with Networking, Security, and Collaboration teams; Support site moves/outages including IT cabling and equipment mounting; Complete periodic IT processes and procedures within SLAs and KPIs; Manage vendors and third-party providers.
Seniority
Mid-level, hands-on IC