Desktop Support Engineer

Job Summary

We are seeking a skilled Desktop Support Engineer (Desk Side Support) to provide onsite technical support to end users in a fast-paced enterprise environment. The ideal candidate will be responsible for diagnosing and resolving hardware, software, operating system, network, and peripheral issues while delivering excellent customer service. This role requires strong troubleshooting skills, hands-on desktop support experience, and the ability to support Windows environments, mobile devices, and enterprise IT tools.

Key Responsibilities

• Provide onsite desk-side support for desktops, laptops, printers, mobile devices, and peripherals.
• Install, configure, maintain, and troubleshoot Windows 10/11 operating systems.
• Diagnose and resolve hardware, software, networking, and application issues.
• Set up new user workstations, laptops, docking stations, monitors, and accessories.
• Perform hardware upgrades, repairs, and equipment replacements.
• Support Microsoft Office 365 applications, Outlook, Teams, and OneDrive.
• Configure user accounts, password resets, and access permissions using Active Directory.
• Install, configure, and troubleshoot printers and multifunction devices.
• Assist users with VPN connectivity, Wi-Fi, and basic network troubleshooting.
• Image and deploy laptops/desktops using enterprise deployment tools (SCCM, Microsoft Intune, or Autopilot).
• Document incidents, service requests, and resolutions in ServiceNow, Jira, or other ticketing systems.
• Maintain IT asset inventory and lifecycle management.
• Coordinate with infrastructure, network, and security teams to resolve escalated issues.
• Follow ITIL best practices for incident, request, and problem management.
• Provide white-glove customer support while meeting defined SLAs.

Required Qualifications

• Bachelor''s degree in Computer Science, Information Technology, or equivalent experience.
• 3+ years of Desktop Support / Desk Side Support experience.
• Strong experience supporting Windows 10/11 environments.
• Experience with Microsoft Office 365 and Outlook.
• Hands-on experience with Active Directory (user management, password resets, group membership).
• Experience troubleshooting desktops, laptops, printers, monitors, and peripherals.
• Knowledge of networking fundamentals including TCP/IP, DNS, DHCP, VPN, and Wi-Fi.
• Experience with ticketing systems such as ServiceNow, Jira, or Remedy.
• Experience with desktop imaging and deployment tools (SCCM, Intune, Autopilot, MDT, or similar).
• Excellent customer service, communication, and problem-solving skills.
• Ability to prioritize multiple support requests in a fast-paced environment.

Preferred Qualifications

• Experience supporting Microsoft Intune or Microsoft Endpoint Manager.
• Knowledge of Azure Active Directory (Microsoft Entra ID).
• Familiarity with PowerShell scripting.
• Experience with hardware asset management.
• ITIL Foundation Certification.
• CompTIA A+, Network+, or Microsoft certifications.

Technical Skills

• Windows 10/11
• Microsoft Office 365
• Outlook
• Microsoft Teams
• Active Directory
• Microsoft Entra ID (Azure AD)
• SCCM / MECM
• Microsoft Intune
• Autopilot
• ServiceNow
• Jira
• TCP/IP
• DNS
• DHCP
• VPN
• Wi-Fi
• Printer Support
• Hardware Troubleshooting
• Laptop/Desktop Imaging
• PowerShell (preferred)

Soft Skills

• Excellent communication skills
• Strong analytical and troubleshooting abilities
• Customer-focused mindset
• Ability to work independently and within a team
• Strong documentation skills
• Time management and multitasking abilities

Preferred Candidate Profile

• 3–7+ years of enterprise Desktop Support / Desk Side Support experience.
• Experience supporting corporate users in a large enterprise environment.
• Comfortable providing onsite support and handling executive/VIP users when needed.
• Strong knowledge of Microsoft technologies and endpoint management.
• Experience working in ITIL-based service desk environments.