We are seeking a proactive and customer-focused Desktop Support Engineer to provide on-site and remote technical support for end-user computing environments. The successful candidate will be responsible for troubleshooting hardware, software, operating systems, mobility devices, and supporting IT infrastructure initiatives while ensuring high-quality service delivery across the organization.
Technical Support & Incident Resolution
- Provide Level 1 and Level 2 desktop support, with potential exposure to Level 3 troubleshooting activities
- Troubleshoot day-to-day hardware, software, and operating system-related incidents and service requests
- Diagnose and resolve issues across Windows and Apple environments
- Provide basic mobility support, primarily for iOS devices, with occasional support for alternative mobile platforms
- Support printing environments and basic network connectivity troubleshooting
Desktop Lifecycle Management
- Perform IMAC activities (Installations, Moves, Adds, and Changes)
- Manage end-user device lifecycle, including provisioning, deployment, refresh, and retirement
- Support onboarding and setup for new employees, including workstation readiness and account access coordination
Asset & Inventory Management
- Maintain asset inventory accuracy and stock control processes
- Manage hardware and software distribution to employees
- Ensure compliance with internal asset management procedures
Project & Operational Support
- Support IT projects and may lead selected project initiatives to meet key milestones
- Assist with large-scale IT deployment or transformation activities
- Monitor and contribute to service performance metrics and reporting
Documentation & Knowledge Management
- Create and maintain documentation, including: Process documentation, Knowledge base articles, Quick reference guides, Training materials, Support manuals
- Contribute to the continuous improvement of internal support processes and knowledge resources
Service Excellence
- Deliver timely and professional support to end users
- Provide excellent customer service to users at all levels, including executives and senior stakeholders
- Identify opportunities for operational improvement and provide constructive feedback.
Required Experience:
- Minimum 2-3 years of experience in the IT industry, customer service/technical support/service desk/desktop support experience within a mid-size or large enterprise environment (700+ users)
- Strong expertise in: Microsoft Windows OS, Apple macOS, Desktop/laptop hardware troubleshooting, Mobile device support (primarily iOS)
- Good understanding of: Networking fundamentals, Printing environments, End-user computing lifecycle management
- Working knowledge of ITIL principles and service management practices.
Advantageous Skills:
- Experience supporting Board-level / C-suite executives
- Audio Visual (AV) event support experience
- Internal corporate event IT support (e.g., townhalls, offsite meetings)
- Experience creating structured support documentation and user guides
- Exposure to project coordination or project leadership responsibilities
