Desktop Support Engineer

Troubleshooting & Resolution: Diagnose and resolve hardware, software, and network issues (e.g., computers, printers, scanners, phone systems) in person. Ticketing & Documentation: Log all service requests, actions taken, and resolutions in a ticketing system (e.g., Jira, ServiceNow). Onboarding/Offboarding: Setup and deploy workstations, laptops, and peripheral devices for new hires, including user account management via Active Directory or Microsoft 365. Printer & Peripheral Support: Maintain and repair copiers, printers, and scanners. Patching & Updates: Install software patches and operating system updates. Password Resets: Handle user account lockouts and password resets.

Hardware Installation & Maintenance Workstation Deployment: Physically install, configure, and upgrade desktop computers, laptops, and monitors. Asset Management: Track and maintain records of IT assets (hardware and software licenses). Hardware Repair: Replace components such as cables, motherboards, screens, or keyboards. Audio/Visual (AV) Support: Set up and troubleshoot meeting room equipment, projectors, and video conferencing systems (e.g., MS Teams and/or Jabber rooms and Clickshare systems).

Network & Infrastructure Local Network Support: Troubleshoot basic connectivity issues (LAN/WAN), such as patching network cables or troubleshooting Wi-Fi issues. Cable Management: Install or run Ethernet/structured cabling for workstations and network devices. Server Room Maintenance: Perform routine physical checks, such as monitoring server rack lights, changing tapes for backups, or checking environment controls (UPS, cooling) Security & Compliance Security Monitoring: Ensure antivirus and malware protection software is running and up-to-date on all endpoints. Proactive Maintenance & Documentation System Health Checks: Run daily or weekly checks on critical systems to prevent downtime. Documentation: Create and update internal knowledge base articles, FAQs, and technical procedures. Vendor Liaison: Contact and coordinate with third-party vendors for hardware repairs or software support (e.g., ISP or printer vendors).

Specialized Activities VIP/Executive Support: Provide ??white glove?? technical support to senior management. Event Support: Assist with technology setup for on-site meetings and company events.

Technical Knowledge: Familiarity with Windows, Microsoft 365, Active Directory, Networking fundamentals (TCP/IP, DHCP, DNS), Jabber, MS Teams Soft Skills: Strong customer service, patience with non-technical users, and clear communication.