What are the responsibilities and job description for the Desktop Support Engineer position at AceStack?
About the Company: We are seeking a proactive and highly skilled Desktop Support Engineer to join our IT support team. The ideal candidate will be responsible for providing technical support for end-users, resolving hardware and software issues, ensuring seamless system performance, and maintaining the integrity of desktop systems within the organization.
About the Role: Provide on-site and remote technical support to end-users for hardware, software, and networking issues. Troubleshoot, diagnose, and resolve desktop and laptop issues related to operating systems (Windows, macOS, etc.), applications, and peripheral devices. Install, configure, and maintain desktop operating systems, applications, and hardware. Set up and manage user accounts, including permissions, authentication, and security measures. Assist in the deployment of software and hardware upgrades, patches, and security updates. Monitor, maintain, and troubleshoot local area network (LAN) connectivity and other network-related issues. Collaborate with other IT teams to support system upgrades, migrations, and new technology deployments. Maintain documentation for technical procedures, support tickets, and solutions. Provide training and guidance to end-users on basic IT-related tasks and best practices. Respond promptly to help desk tickets, emails, and phone calls, ensuring issues are resolved in a timely and efficient manner. Ensure adherence to IT security policies and practices, including virus protection, system backups, and data privacy.
Responsibilities:
- Provide on-site and remote technical support to end-users for hardware, software, and networking issues.
- Troubleshoot, diagnose, and resolve desktop and laptop issues related to operating systems (Windows, macOS, etc.), applications, and peripheral devices.
- Install, configure, and maintain desktop operating systems, applications, and hardware.
- Set up and manage user accounts, including permissions, authentication, and security measures.
- Assist in the deployment of software and hardware upgrades, patches, and security updates.
- Monitor, maintain, and troubleshoot local area network (LAN) connectivity and other network-related issues.
- Collaborate with other IT teams to support system upgrades, migrations, and new technology deployments.
- Maintain documentation for technical procedures, support tickets, and solutions.
- Provide training and guidance to end-users on basic IT-related tasks and best practices.
- Respond promptly to help desk tickets, emails, and phone calls, ensuring issues are resolved in a timely and efficient manner.
- Ensure adherence to IT security policies and practices, including virus protection, system backups, and data privacy.
Qualifications: Proven experience as a Desktop Support Engineer, IT Support Specialist, or similar role.
Required Skills:
- Strong knowledge of desktop operating systems (Windows 10, 11, macOS) and basic networking concepts.
- Hands-on experience with hardware troubleshooting and repair (desktops, laptops, printers, etc.).
- Familiarity with remote desktop support tools and help desk ticketing systems (e.g., ServiceNow, Zendesk).
- Excellent problem-solving skills and the ability to prioritize and manage multiple issues simultaneously.
- Strong communication and interpersonal skills with a customer-service-oriented approach.
- Ability to work independently and in a team environment.
- Relevant certifications, such as CompTIA A , Microsoft Certified Desktop Support Technician (MCDST), or equivalent, are highly preferred.
