Desktop Support Engineer

Responsibilities

“Break Fix” support includes onsite desktop diagnosis and repair of hardware/software by replacing faulty components or configuring replacement equipment. OEM vendor coordination for faulty or new hardware requirements.

“IMAC” (Install, Move, Add, Change) refers to configuration, installation, and upgrade of IT equipment, as well as de‑installation of software/applications.

“Desk Side Support” includes all types of physical assistance required at the desk of an end user to resolve IT‑related issues.

• Incident Management for Endpoint Devices – Laptop/Desktop/Mobile Devices plus handling hardware issues for monitors and printers (best effort basis with OEM vendor coordination).
• Hands and feet support for video conferencing equipment and rooms, coordinating with resolver teams/OEMs for additional support.
• Co‑ordination with OEM on hardware/software issues.
• Perform advanced troubleshooting – technology and application troubleshooting/repair/resolution for all endpoints (laptops, desktops, kiosk machines, mobiles/tablets).
• Deploy and configure new hire equipment (hand‑on and/or automated tools).
• Deploy and troubleshoot Windows‑based and Mac‑based workstations in a corporate environment using Autopilots, Microsoft Intune, JAMF, and other system management tools.
• Hardware and software provisioning (check‑in and check‑out).
• Coordinate with other IT groups to achieve committed SLAs and deliver world‑class customer service.
• Articulate technical solutions to non‑technical users in simple, easy‑to‑understand terms.
• Occasional work to move/lift IT gear (PC’s and laptops) and move within the site (less than 4 hours of human effort per location per month).
• Uplift and reimage leaver equipment and update asset management system/CMDB.
• Update asset management system/CMDB according to Joiner‑Mover‑Leaver process.