Desktop Support II

IT Support Engineer

We are looking for a proactive and customer-focused IT Support Engineer to provide technical assistance and ensure the smooth operation of IT systems. The ideal candidate will troubleshoot hardware and software issues, support end users, and maintain IT infrastructure while delivering excellent customer service.

Key Responsibilities

• Provide first- and second-level technical support for hardware, software, and network-related issues.
• Install, configure, and maintain desktops, laptops, printers, and other IT equipment.
• Troubleshoot Windows, macOS, and common business applications.
• Manage user accounts, passwords, and permissions in Active Directory and Microsoft 365.
• Respond to support requests through phone, email, chat, or ticketing systems.
• Diagnose and resolve network connectivity issues (LAN, WAN, Wi-Fi, VPN).
• Perform software installations, upgrades, and system updates.
• Maintain IT asset inventory and documentation.
• Escalate complex technical issues to higher-level support teams when necessary.
• Ensure compliance with IT security policies and best practices.
• Assist with onboarding and offboarding activities, including device setup and account provisioning.
• Monitor system performance and perform routine maintenance.

Required Skills

• Strong knowledge of Windows operating systems and Microsoft Office/Microsoft 365.
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN).
• Experience with Active Directory and user account administration.
• Familiarity with ticketing systems such as ServiceNow, Jira Service Management, Zendesk, or similar.
• Knowledge of hardware troubleshooting and peripheral device support.
• Good analytical and problem-solving skills.
• Excellent communication and customer service skills.
• Ability to prioritize tasks and work in a fast-paced environment.