Desktop Support Engineer
Purple Drive
Overview: Job Summary: We are seeking an experienced Desktop Support Engineer to provide technical support, maintenance, and troubleshooting for end-user systems, hardware, and software. The ideal candidate will possess strong expertise in Windows and Mac environments , network troubleshooting , and IT service management (ITSM) processes. This role ensures smooth day-to-day IT operations and timely resolution of user issues to maintain business continuity. Key Responsibilities:
- Provide L1/L2 support for desktops, laptops, printers, and peripheral devices.
- Troubleshoot and resolve issues related to hardware, operating systems, and applications .
- Install, configure, and maintain Windows, macOS, and Linux-based systems .
- Manage user accounts, permissions, and group policies via Active Directory.
- Support Microsoft 365 , Outlook, Teams, and related productivity tools.
- Diagnose and resolve network connectivity issues (LAN/WAN/Wi-Fi/VPN) .
- Perform software installations, updates, and system patches following IT policies.
- Maintain accurate asset inventory and documentation of incidents and resolutions in ITSM tools (e.g., ServiceNow, Remedy, Jira).
- Ensure compliance with security and data protection policies .
- Collaborate with infrastructure and network teams for escalations and complex issues.
- Assist in new hire onboarding and IT setup (hardware provisioning, access setup, etc.).
- Support remote users using remote desktop tools or VPN solutions.
- 3-6 years of experience in desktop or IT support roles.
- Strong knowledge of Windows 10/11, macOS, and Microsoft Office 365 .
- Experience with Active Directory, DNS, DHCP, Group Policy , and basic networking .
- Familiarity with ITSM tools (ServiceNow, Remedy, or Jira Service Desk).
- Hands-on experience with remote desktop tools (RDP, AnyDesk, TeamViewer, etc.).
- Excellent troubleshooting, problem-solving, and communication skills.
- Ability to work independently and manage multiple support requests efficiently.
- CompTIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator certification.
- Experience with SCCM, Intune, or JAMF for device management.
- Basic understanding of ITIL processes .
- Exposure to VPN, firewall, and endpoint protection tools.
- Bachelor's degree or diploma in Information Technology, Computer Science, or related field .
Vacancy posted 5 days ago
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