We are seeking a proactive and customer-focused Desktop Support Engineer to provide on-site and remote technical support for end-user computing environments. The successful candidate will be responsible for troubleshooting hardware, software, operating systems, mobility devices, and supporting IT infrastructure initiatives while ensuring high-quality service delivery across the organization.

Technical Support & Incident Resolution

• Provide Level 1 and Level 2 desktop support, with potential exposure to Level 3 troubleshooting activities
• Troubleshoot day-to-day hardware, software, and operating system-related incidents and service requests
• Diagnose and resolve issues across Windows and Apple environments
• Provide basic mobility support, primarily for iOS devices, with occasional support for alternative mobile platforms
• Support printing environments and basic network connectivity troubleshooting

Desktop Lifecycle Management

• Perform IMAC activities (Installations, Moves, Adds, and Changes)
• Manage end-user device lifecycle, including provisioning, deployment, refresh, and retirement
• Support onboarding and setup for new employees, including workstation readiness and account access coordination

Asset & Inventory Management

• Maintain asset inventory accuracy and stock control processes
• Manage hardware and software distribution to employees
• Ensure compliance with internal asset management procedures

Project & Operational Support

• Support IT projects and may lead selected project initiatives to meet key milestones
• Assist with large-scale IT deployment or transformation activities
• Monitor and contribute to service performance metrics and reporting

Documentation & Knowledge Management

• Create and maintain documentation, including: Process documentation, Knowledge base articles, Quick reference guides, Training materials, Support manuals
• Contribute to the continuous improvement of internal support processes and knowledge resources

Service Excellence

• Deliver timely and professional support to end users
• Provide excellent customer service to users at all levels, including executives and senior stakeholders
• Identify opportunities for operational improvement and provide constructive feedback.
  

Required Experience:

• Minimum 2–3 years of experience in the IT industry, customer service/technical support/service desk/desktop support experience within a mid-size or large enterprise environment (700+ users)
• Strong expertise in: Microsoft Windows OS, Apple macOS, Desktop/laptop hardware troubleshooting, Mobile device support (primarily iOS)
• Good understanding of: Networking fundamentals, Printing environments, End-user computing lifecycle management
• Working knowledge of ITIL principles and service management practices.

Advantageous Skills:

• Experience supporting Board-level / C-suite executives
• Audio Visual (AV) event support experience
• Internal corporate event IT support (e.g., townhalls, offsite meetings)
• Experience creating structured support documentation and user guides
• Exposure to project coordination or project leadership responsibilities