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# Desktop Support Engineer

- **Company:** Nityo Infotech Corporation
- **Location:** San Antonio, TX, United States
- **Experience:** Starter
- **Contract:** Permanent contract
- **Skills:** Microsoft Excel, Data Cleansing, Issue Tracking Systems, Information Technology Operations, Pivot Tables, Remote Service Software
- **Published:** October 21, 2026
- **Apply:** https://www.dice.com/job-detail/32085012-5735-43cf-b7ee-20b9cbb19214

## About the Role

* Experience working with IT Service Management (ITSM) tools and ticketing systems.
 * Good understanding of incident management and ticket prioritization (P1/P2/P3).
 * Knowledge of Service Level Agreements (SLA) and support metrics.
 * Basic Microsoft Excel skills, including Pivot Tables, data preparation, and formatting.

Soft Skills

 * Good verbal communication skills.
 * Strong customer-handling and stakeholder management abilities.
 * Analytical mindset with problem-solving skills.
 * Strong commitment to continuous learning and self-development.
 * Team player with a positive and proactive attitude.

Experience

 * 1-3 years of experience in Desktop Support, Service Desk, or IT Support roles.

Preferred Qualifications

 * ITIL Foundation knowledge/certification.
 * Experience supporting enterprise environments.
 * Exposure to remote support tools and ticket management systems

## Description

We are seeking a proactive and customer-focused Desktop Support Engineer with 1-3 years of experience to provide technical support and ensure smooth IT operations. The ideal candidate should possess strong communication skills, experience in service desk ticket handling, and a commitment to delivering excellent customer service in a 24x7 support environment., * Manage and resolve Service Desk tickets within defined SLA timelines.

 * Handle and prioritize incidents based on severity levels (P1, P2, and P3).
 * Perform first-level troubleshooting and resolution for critical (P1) incidents and escalate when necessary.
 * Monitor ticket queues and ensure timely updates and closure of incidents.
 * Analyse tickets to identify recurring issues, trends, and potential problem areas.
 * Generate basic reports using Microsoft Excel, including Pivot Tables and charts for operational tracking and analysis.
 * Deliver exceptional customer service and maintain effective communication with users throughout the incident lifecycle.
 * Participate in shift-based operations and provide support in a 24x7 environment.