Desktop Support Engineer

Start : Immediate Key Responsibilities : Execute IMAC (Install, Move, Add, Change) activities for desktops, laptops, printers, peripherals, and other end-user computing devices. Perform hardware and software installations, upgrades, and configurations in accordance with IT policies. Manage asset tagging, inventory updates, and documentation after each IMAC activity. Support new device rollouts, refresh projects, and user relocations. Ensure data backup, migration, and recovery during system moves or replacements. Troubleshoot hardware and OS-level issues during deployment and escalate complex problems as needed. Coordinate with Service Desk, Network, and Infrastructure teams for dependencies and smooth execution. Maintain SLA compliance for all IMAC requests and ensure proper closure in ITSM tools (e.G., ServiceNow, Remedy). Support user onboarding and offboarding processes from a device perspective. Prepare and maintain standard operating procedures (SOPs), checklists, and technical documentation. Required Skills and Competencies : Strong understanding of EUC technologies – Windows OS, Microsoft 365, Active Directory, SCCM / Intune. Experience with hardware setup, reimaging, and device provisioning. Familiarity with ticketing systems (e.G., ServiceNow, Remedy, BMC Helix). Good knowledge of network connectivity basics (LAN / Wi-Fi, IP, DNS, DHCP troubleshooting). Hands-on experience with remote support tools (e.G., RDP, TeamViewer, AnyDesk). Strong documentation and reporting skills. Excellent communication and customer service orientation. Ability to work independently or as part of a distributed support team. Preferred Qualifications : Certifications : CompTIA A+, ITIL Foundation, Microsoft Certified : Modern Desktop Administrator Associate. Experience in large-scale enterprise IMAC deployments. Knowledge of asset management and lifecycle tracking tools. Exposure to endpoint security tools (e.G., BitLocker, antivirus solutions). Education : ~ Bachelor’s Degree or Diploma in Computer Science, Information Technology, or related field.