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Desktop Support Engineer

Role Summary

The Desktop Support Engineer provides advanced technical support for end-user computing environments, resolving incidents and service requests that cannot be addressed at Level 1. This role focuses on desktop, laptop, mobile, peripheral, and collaboration technologies, with an emphasis on timely resolution, root cause analysis, and continuous service improvement. The analyst acts as an escalation point and works closely with infrastructure, security, and application teams.

Key Responsibilities

Technical Support & Incident Resolution

Provide Level 2 support for Windows and macOS desktops and laptops, including hardware, OS, and standard enterprise applications
Troubleshoot complex issues related to operating systems, Office 365/Microsoft 365, Outlook, Teams, VPN, printers, and peripherals
Resolve issues escalated from Level 1, ensuring adherence to SLAs and prioritization guidelines
Perform root cause analysis and document permanent fixes to reduce recurring incidents

Device & Endpoint Management

Support endpoint management tools such as Microsoft Intune, SCCM/MECM, Jamf, or equivalent
Build, image, configure, deploy, and decommission end-user devices
Apply OS patches, software updates, and security configurations in accordance with IT policies

Identity, Access & Security Support

Support Active Directory and Azure AD user account administration (password resets, group membership, access provisioning)
Assist with MFA, conditional access, and endpoint security issues
Ensure compliance with security, data protection, and asset management standards

Service Management & Documentation

Accurately log, track, and update incidents and requests in the ITSM tool (e.g., ServiceNow)
Create and maintain technical documentation, KB articles, and standard operating procedures
Identify opportunities for automation and service improvement

Collaboration & Customer Engagement

Provide professional, customer-focused support to end users both onsite and remotely
Coordinate with Level 3 teams, vendors, and other IT functions for issue resolution
Support onboarding and offboarding activities, including device setup and access provisioning

Required Skills & Qualifications

Technical Skills

Strong experience supporting Windows 10/11 and macOS
Solid knowledge of Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
Experience with Active Directory, Azure AD, and endpoint management platforms
Understanding of networking fundamentals (DNS, DHCP, VPN, TCP/IP)
Hands-on troubleshooting of desktop hardware, laptops, printers, and peripherals

Professional Skills

Strong analytical and problem-solving abilities
Excellent written and verbal communication skills
Ability to manage multiple tasks and prioritize effectively
Customer-service mindset with attention to detail

Experience & Education

2–5 years of experience in an IT Desktop Support or End User Support role
Associate or Bachelor’s degree in IT, Computer Science, or equivalent experience preferred

Certifications (Preferred)

CompTIA A+, Network+, or Security+
Microsoft certifications (e.g., Modern Desktop Administrator Associate)
ITIL Foundation

Work Environment

May require onsite and remote support
Occasional after-hours or on-call support as needed

What next?

If you are looking for that next challenge in your career and wish to apply for this role, please forward your resume to

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