Desktop Engineer

Key Responsibilities

• Diagnose and troubleshoot technical issues including account setup, network configuration, software, and hardware problems
• Provide hands-on desktop support for PCs, laptops, and peripherals in a mixed Windows and Mac environment
• Perform network troubleshooting, particularly related to VPN connectivity and wireless configurations, including integration with Zscaler
• Manage IT assets and inventory tracking using ServiceNow (SNOW)
• Ensure timely resolution of hardware and software issues to maintain high user satisfaction
• Escalate unresolved or complex issues to appropriate internal teams (e.g., software development or infrastructure teams)
• Provide prompt, accurate feedback and updates to end users
• Log all incidents, service requests, and resolutions accurately in the ticketing system
• Reference internal knowledge bases and external resources to deliver effective technical solutions
• Prioritize and manage multiple open tickets simultaneously
• Follow up with users to confirm systems are fully functional post-resolution
• Prepare accurate and timely reports on support activities
• Create and maintain Knowledge Base (KB) articles to document technical procedures and solutions
• Build and maintain positive relationships with clients and internal stakeholders

Technical Experience & Qualifications

• 6+ years of hands-on experience providing desktop support in Windows and Mac environments
• Proven experience as a Desktop Support Engineer, Technical Support Engineer, IT Help Desk Technician, or similar role
• Strong proficiency in troubleshooting Windows and macOS hardware and software
• Solid understanding of computer systems, mobile devices, and peripheral equipment
• Experience with VPNs, wireless networking, and endpoint security tools
• Familiarity with ITSM tools, preferably ServiceNow, for ticket and asset management
• Ability to provide step-by-step technical guidance, both verbally and in writing
• Excellent problem-solving and communication skills

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