What are the responsibilities and job description for the Desktop Support Engineer position at Lead Allies Inc.?
We are seeking a skilled and dedicated Desktop Support Engineer to join our Infrastructure and Security team. The ideal candidate will be responsible for providing technical support and troubleshooting services to end-users across multiple disciplines, e.g., hardware, software, and network-related issues, as well as possess a strong desire to continue learning and provide valuable insight as a key member of the team. This role requires the engineer to be on-site 100% of the time to ensure prompt and effective resolution of technical problems.
Key Responsibilities:
- Provide on-site technical support for desktop computers, laptops, printers, and other peripherals
- Install, configure, and maintain operating systems, software applications, and hardware components
- Troubleshoot and resolve hardware, software, and network issues in a timely manner
- Assist with the setup and deployment of new equipment and technology
- Perform regular maintenance and updates to ensure optimal performance of IT systems
- Document and track all support requests and resolutions using a ticketing system
- Collaborate with other IT team members to address complex technical issues
- Provide training and guidance to end-users on best practices and IT policies
- Ensure compliance with company IT policies and security protocols
- Develop and leverage application-centric Key Performance Indicators (KPI’s) to identify inefficiencies, streamline processes, and drive informed decisions
- Offer an outstanding customer experience to all employees
Qualifications:
- Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience)
- Proven experience as a Desktop Support Engineer or similar role (3 years)
- Strong knowledge of Windows and macOS operating systems
- Familiarity with network troubleshooting and basic network configurations
- Excellent problem-solving skills and attention to detail
- Strong communication and interpersonal skills
- Ability to work independently and as part of a team
- Self-motivated continuous learner
- Must be able to provide exceptional customer service
Technical proficiency in Microsoft environment including:
- Compute (e.g., Laptops)
- Peripherals (e.g., Printers and Scanners)
- Unified Communications (e.g., Microsoft Exchange and Teams)
- Identity and Access (e.g., Microsoft Active Directory and Group Policy)
- Data Protection (e.g., Email Security and Endpoint Protection)
- Knowledge and Collaboration Management (e.g., SharePoint and ITSM)
- Productivity Applications (e.g., Office 365 and Adobe Creative Suite)
- Asset Management (e.g., Inventory Management and Purchasing)
Desired/Bonus Skills:
- Familiarity with PowerShell or similar scripting languages
- Relevant certifications (e.g., CompTIA A , Microsoft Certified: Modern Desktop Administrator)
- Experience with project management
