Desktop Support Engineer

Responsibilities

• Deliver onsite and remote technical support for hardware, software, operating systems, and end-user devices to ensure operational continuity
• Troubleshoot and resolve IT incidents and service requests promptly to minimize downtime
• Support Windows and Apple devices, including basic mobile device troubleshooting and maintenance
• Execute IMAC activities (Installations, Moves, Adds, and Changes) to maintain IT infrastructure accuracy and functionality
• Assist with employee onboarding by deploying devices and configuring user setups for seamless integration
• Maintain accurate IT asset inventory and equipment records to support asset management and auditing
• Contribute to IT projects, system upgrades, and technology initiatives by providing technical expertise and support
• Develop and update technical documentation, user guides, and knowledge base articles to enhance user self-service and team knowledge
• Collaborate with internal stakeholders to ensure effective IT service delivery aligned with business needs

Required competencies and certifications

• Diploma or Degree in Information Technology, Computer Science, or a related field
• Minimum 2 years of experience in desktop support, IT support, or a similar technical support role
• Proven experience supporting Windows and Apple operating systems
• Basic understanding of networking, printers, and mobile devices to support diverse IT environments
• Strong troubleshooting skills to diagnose and resolve technical issues efficiently
• Effective communication and customer service skills to engage users and stakeholders professionally
• Ability to manage multiple tasks independently in a fast-paced environment to meet service demands

Preferred competencies and qualifications

• Experience supporting senior stakeholders or executives to provide tailored IT assistance
• Experience with audio-visual and event support to facilitate smooth technology operations during events
• Experience creating technical documentation and user guides to improve knowledge sharing and user support

EA Number: 11C4879