Desktop Support Engineer

• Provide end-to-end technical support for desktops, laptops, workstations, servers, and peripheral devices.
• Troubleshoot and resolve hardware, software, operating system, and application-related issues efficiently.
• Deliver technical support through multiple channels including in-person, remote, and virtual assistance.
• Diagnose, research, resolve, or escalate technical issues using documented processes and support tools.
• Ensure a high level of customer satisfaction by delivering responsive and professional support services.
• Support employees across corporate offices, retail stores, distribution centers, and remote locations.
• Maintain consistency in service quality and ensure adherence to IT support standards and procedures.
• Collaborate with internal teams and stakeholders to resolve complex technical problems.
• Communicate effectively with users and keep stakeholders informed on issue status and resolution timelines.
• Apply technical knowledge and troubleshooting methodologies to identify root causes and implement solutions.
• Contribute to continuous improvement initiatives and support process optimization efforts.
• Meet defined service-level agreements (SLAs) and key performance indicators (KPIs).

We are seeking a skilled and customer-focused Desktop Engineer with 4-5 years of experience in workstation and server troubleshooting support. The ideal candidate will possess strong technical expertise in computer hardware, end-user support, and enterprise collaboration tools, while delivering a high-quality support experience in a fast-paced environment. In this role, you will support employees across headquarters, regional offices, distribution centers, retail locations, and remote environments by ensuring timely resolution of hardware, software, and application-related issues. The position requires strong problem-solving abilities, effective communication skills, and a proactive customer-service mindset., * 4-5 years of hands-on experience in desktop/workstation and server troubleshooting support.

• Strong knowledge of computer hardware, operating systems, and enterprise IT support environments.
• Experience supporting end-user devices, applications, and collaboration platforms.
• Excellent troubleshooting, analytical, and problem-solving skills.
• Strong interpersonal and customer service skills with the ability to build relationships across all organizational levels.
• Ability to work effectively in a dynamic, fast-paced environment and manage multiple priorities simultaneously.
• Strong verbal and written communication skills.
• Flexibility to provide both on-site and remote support as required.

Technical Skills

• Remote Desktop Assistance Tools (e.g., Nextthink)
• Automation and Scripting
• ServiceNow
• SCCM
• Jamf
• Zoom
• Microsoft Teams
• Slack