Desktop Engineer

Core Roles and Responsibilities

• Technical Support: Troubleshooting computer systems, printers, peripherals, and software applications via phone, email, or in-person.
• Incident Management: Responding to user tickets, diagnosing issues via targeted questions, and escalating complex problems to specialized IT teams.
• Installation & Deployment: Setting up new workstations, imaging computers, and installing authorized software.
• Hardware/Software Maintenance: Conducting regular maintenance, including OS updates, patching (WSUS), and virus protection.
• Network Connectivity: Resolving LAN/WAN, Wi-Fi, and VPN issues, as well as managing user access.
• Remote Assistance: Using remote tools to fix issues without needing to be physically present, reducing downtime.
• Documentation: Maintaining accurate records in the ticketing system to track, resolve, and report on technical issues.
• Onboarding/Offboarding: Setting up hardware and software for new hires and recovering assets from departing employees. Taggd +9

Required Skills and Qualifications

• Technical Knowledge: Proficiency in Windows and/or macOS, Microsoft 365, Active Directory, and basic networking concepts (TCP/IP, DHCP, DNS).
• Troubleshooting: Strong analytical skills for diagnosing hardware and software faults.
• Customer Service: Excellent communication skills, patience, and a service-oriented mindset.
• Hardware Familiarity: