Desktop Support Engineer

Job Description:

Desktop Support Engineer.

Job Summary

A Desktop Support Engineer is responsible for providing technical support to employees by installing, configuring, maintaining, and troubleshooting desktops, laptops, printers, operating systems, applications, and other IT equipment. The role ensures that end users can work efficiently with minimal technical disruptions.

1 Main Responsibilities and Tasks.

• Desktop and Laptop SupportInstall, configure, and maintain desktop computers and laptops.
• Troubleshoot hardware issues such as RAM, hard disks, keyboards, monitors, and power supplies.
• Perform operating system installation, formatting, imaging, and upgrades.
• Configure Windows 10/11 and install necessary drivers.
• Troubleshoot slow system performance, boot failures, and blue-screen errors.

2. Operating System and Application Support

• Install, configure, and troubleshoot Microsoft Windows operating systems.
• Install and support Microsoft Office, Microsoft 365, Outlook, Teams, and other business applications.
• Troubleshoot application crashes, installation errors, and compatibility issues.
• Configure email accounts and resolve Outlook-related issues.
• Apply operating system patches, software updates, and security updates.

3. Network and Connectivity Support

Troubleshoot LAN, Wi-Fi, VPN, and internet connectivity issues.

• Configure IP addresses, subnet masks, default gateways, and DNS settings.
• Troubleshoot network issues using commands such as ipconfig, ping, tracert, and nslookup.
• Assist users with remote access and VPN configuration.
• Coordinate with network teams to resolve connectivity problems.

4. Active Directory and User Account Management

Create and manage user accounts in Active Directory, subject to authorization.

• Reset passwords and unlock user accounts.
• Join computers to the domain.
• Troubleshoot login, domain authentication, and Group Policy issues.
• Assist with access permissions for shared folders and network resources.

5. Printer and Peripheral SupportInstall and configure local and network printers.

• Troubleshoot printer connectivity, driver, paper-jam, and printing issues.
• Configure scanners, docking stations, monitors, and other peripherals.
• Manage printer queues and resolve print spooler issues.

6. IT Helpdesk and Ticket Management

Receive support requests through phone, email, chat, or a ticketing system.

• Log, categorize, prioritize, and resolve incidents and service requests.
• Use tools such as ServiceNow, Jira Service Management, or ManageEngine ServiceDesk Plus.
• Follow up with users and maintain accurate ticket records.
• Escalate unresolved issues to L2/L3 support teams.
• Meet defined SLA (Service Level Agreement) response and resolution targets.

7. Security and IT Asset Management

Install and maintain approved antivirus and endpoint security software.

• Ensure systems receive security patches and updates.
• Assist with device encryption and endpoint compliance requirements.
• Maintain records of desktops, laptops, monitors, and other IT assets.
• Support employee onboarding, offboarding, and equipment allocation.
• Follow company IT security policies and data protection procedures.

8. Remote and Onsite Technical Support

Provide technical support to employees onsite and remotely.

• Use remote support tools to diagnose and resolve technical issues.
• Assist users during system setup, upgrades, and equipment replacement.
• Coordinate with vendors for hardware repairs and warranty claims.
• Document troubleshooting steps and solutions for recurring problems.

3. Required Technical skills : Windows 10/11 troubleshooting Desktop and laptop hardware, Microsoft 365 and Outlook, Active Directory basics, TCP/IP, DNS, DHCP, VPN, Printer and peripheral, support Ticketing tools and Basic endpoint security

4. Professional skills : Communication, Problem-solving, Teamwork, Documentation, SLA management, Prioritization, Time management, Attention to detail, Customer service

5 . Common Tools Used :

Operating systems: Windows 10, Windows 11

• Email and productivity: Microsoft 365, Outlook, Teams
• Directory services: Active Directory, Microsoft Entra ID
• Ticketing systems: ServiceNow, Jira, ManageEngine
• Remote support: Remote Desktop, Quick Assist, approved remote support tools
• Networking: Command Prompt, PowerShell, ping, ipconfig, tracert
• Endpoint management: Microsoft Intune, Microsoft Configuration Manager (SCCM), where applicable
• Security: Microsoft Defender and other company-approved endpoint protection tools

6. Daily Activities of a Desktop Support EngineerA typical working day includes:

1. Check the helpdesk ticket queue and prioritize incidents.
2. Resolve employee login, password, and account access issues.
3. Troubleshoot desktop, laptop, application, and network problems.
4. Install software and configure new employee systems.
5. Troubleshoot printers, Outlook, Teams, and Microsoft 365 applications.
6. Update tickets with troubleshooting details and resolution notes.
7. Escalate complex issues to specialized support teams.
8. Update IT asset inventory and maintain system records.
9. Follow up with users and ensure issues are resolved within SLA.

7. Key Performance Indicators (KPIs)A Desktop Support Engineer may be evaluated on:

• Number of incidents resolved.
• First-call or first-contact resolution rate.
• Average incident resolution time.
• SLA compliance.
• End-user satisfaction.
• Accuracy of ticket documentation.
• Compliance with IT security policies.
• Asset inventory accuracy.

Key Responsibilities:

• Install, configure, maintain, and troubleshoot desktops, laptops, and Windows operating systems.
• Provide technical support for Microsoft Office, Microsoft 365, Outlook, Teams, and business applications.
• Troubleshoot hardware, software, printer, LAN, Wi-Fi, VPN, and internet connectivity issues.
• Perform Active Directory user account administration, password resets, account unlocks, and domain joining.
• Install software, drivers, patches, and security updates.
• Configure and troubleshoot printers, scanners, monitors, and other IT peripherals.
• Log, track, update, and resolve incidents and service requests using IT ticketing tools.
• Provide onsite and remote technical support to end users.
• Maintain IT asset inventory and documentation.
• Support employee onboarding and offboarding by configuring and recovering IT equipment.
• Escalate complex technical issues to higher-level support teams and coordinate with vendors when required.
• Ensure compliance with IT security policies and SLA requirements.

Required Skills:

• Knowledge of Windows 10/11 operating systems and desktop hardware.
• Basic understanding of TCP/IP, DNS, DHCP, LAN, Wi-Fi, and VPN.
• Knowledge of Active Directory and Microsoft 365 applications.
• Experience with IT service management and ticketing systems.
• Strong troubleshooting, communication, and customer service skills.