Desktop Support Engineer

The DSS Support Engineer is responsible for providing technical support for desktops, laptops, printers, mobile devices, and IT peripherals. The role involves troubleshooting hardware and software issues, installing and configuring systems, supporting end users, and ensuring smooth day-to-day IT operations. Key Responsibilities: Provide first- and second-level technical support to end users. Install, configure, and maintain desktop computers, laptops, printers, and other IT equipment. Troubleshoot hardware, software, operating system, and network connectivity issues. Install, upgrade, and patch operating systems and business applications. Manage user accounts, passwords, and permissions using Active Directory. Configure and support Microsoft Office 365, Outlook, Teams, and other enterprise applications. Diagnose and resolve printer and peripheral device issues. Respond to incidents and service requests within defined SLAs. Document issues, resolutions, and asset information in the IT service management (ITSM) tool. Perform system imaging, device deployment, and hardware replacements. Coordinate with network, server, and security teams for issue resolution. Maintain IT inventory and asset records. Follow IT security policies and ensure endpoint compliance. Required Skills: Strong knowledge of Windows 10/11 administration. Experience with Microsoft Office 365 and Outlook. Working knowledge of Active Directory and Group Policy. Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN). Experience with hardware troubleshooting and replacement. Familiarity with ticketing tools such as ServiceNow, Jira Service Management, or BMC Remedy. Knowledge of remote support tools (Remote Desktop, TeamViewer, AnyDesk, etc.). Excellent troubleshooting, communication, and customer service skills. Preferred Qualifications: Bachelor's degree or diploma in Computer Science, Information Technology, or a related field. 1-5 years of experience in desktop support or IT support. Certifications such as CompTIA A+, Microsoft Certified, ITIL Foundation, or equivalent are an advantage. Strong analytical and problem-solving skills. Customer-focused approach. Ability to prioritize multiple support requests. Good verbal and written communication skills. Teamwork and collaboration. Ability to work in rotational shifts if required. #J-18808-Ljbffr