Desktop Support Engineer - VIP Support

Job Summary

We are seeking a proactive and customer-focused DSS Helpdesk Support Engineer to provide first-level technical support to end users. The role involves troubleshooting hardware, software, network, and access-related issues while ensuring timely resolution and excellent customer service. The candidate will support day-to-day IT operations, manage service requests, and maintain IT assets in accordance with company standards.

Key Responsibilities

• Provide Level 1 and Level 2 technical support to end users via Snow ticket, phone, email, chat, and in-person support.
• Troubleshoot and resolve hardware, software, operating system, and application-related issues.
• Install, configure, and maintain desktops, laptops, printers, mobile devices, and peripherals.
• Support Microsoft Windows, Microsoft 365, Outlook, Teams, OneDrive, and other business applications.
• Manage user accounts, password resets, and access requests through Active Directory and related systems.
• Provide support for VPN, Citrix, remote access, and multi-factor authentication (MFA) solutions.
• Monitor and update incidents and service requests through the ITSM tool (ServiceNow).
• Maintain IT asset inventory and support asset lifecycle management.
• Coordinate with vendors and internal teams for issue escalation and resolution.
• Support conference room technologies, MTR (Microsoft Teams Rooms), and video conferencing solutions.
• Document troubleshooting steps, resolutions, and knowledge base articles.
• Ensure compliance with IT policies, security standards, and audit requirements.

Required Skills

• Strong knowledge of Windows 10/11 operating systems.
• Experience with Microsoft 365 administration and troubleshooting.
• Understanding of Active Directory, Azure AD/Entra ID, and group policies.
• Knowledge of networking fundamentals (TCP/IP, DNS, DHCP, VPN).
• Experience supporting Citrix Virtual Desktop environments.
• Familiarity with ITSM tools such as ServiceNow.
• Basic knowledge of hardware diagnostics and repair.
• Strong troubleshooting and analytical skills.
• Excellent verbal and written communication skills.

Preferred Qualifications

• 2-5 years of Helpdesk/Desktop Support experience.
• IT certifications such as CompTIA A+, ITIL Foundation, Microsoft Fundamentals, or equivalent.
• Experience supporting enterprise environments.

Key Competencies

• Customer Service Orientation
• Problem Solving
• Team Collaboration
• Time Management
• Attention to Detail
• Communication Skills
• Adaptability and Continuous Learning

Working Conditions

• Rotational shifts and on-call support if required.
• Support for remote and onsite users.
• Ability to handle multiple priorities in a fast-paced environment.

Experience: 2-5 Years
Location: As per business requirement
Department: Desk Side Support (DSS) / IT Support Services

Pay: $4,500.00 - $7,000.00 per month

Benefits:

• Health insurance
• Professional development

Work Location: In person