Desktop Support Engineer

The Desktop Support Specialist (Level 1) is the first point of contact for end-user technical support. The role focuses on resolving common IT issues, providing excellent customer service, and ensuring smooth day-to-day operation of end-user devices and applications. Issues that cannot be resolved at first contact are documented and escalated appropriately., * Act as the first point of contact for IT support requests via ticketing systems, phone, email, or walk-ups.

• Diagnose and resolve basic hardware, software, and operating system issues.
• Provide support for desktops, laptops, printers, peripherals, and mobile devices.
• Assist users with Microsoft 365 applications (Outlook, Teams, Word, Excel, etc.).
• Perform initial troubleshooting for Windows and macOS environments.
• Reset passwords and manage basic user access following defined procedures.
• Log, track, and update incidents and service requests in the ticketing system.
• Escalate unresolved or complex issues to higher-level support teams with proper documentation.
• Support user onboarding and offboarding activities, including basic device setup.
• Maintain a high level of customer service and clear communication with end users.
• Follow IT policies, security guidelines, and standard operating procedures.

Do you have experience in macOS?, * Basic experience or strong interest in IT support or service desk roles.

• Familiarity with Windows and/or macOS operating systems.
• Basic knowledge of Microsoft 365 and common business applications.
• Understanding of IT fundamentals (hardware, software, networking basics).
• Experience using ticketing tools (ServiceNow, Jira, Fresh service, or similar) is a plus.
• Strong communication skills and customer-focused mindset.
• Ability to follow procedures and work in a structured support environment.

Preferred Qualifications

• IT-related degree, diploma, or certification (or equivalent hands-on experience).
• Knowledge of basic networking concepts (LAN, Wi-Fi).