IT Desktop Engineer
About The Position
It's fun to work in a company where people truly BELIEVE in what they're doing! We're committed to bringing passion and customer focus to the business. If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us! The IT Helpdesk Engineer is responsible for delivering high-quality technical support to end users while ensuring operational stability, security compliance, and service excellence. This role serves as the frontline of IT operations, resolving incidents, fulfilling service requests, and escalating complex issues appropriately. The ideal candidate combines strong technical troubleshooting skills with customer service excellence, process discipline, and a proactive approach to continuous improvement.
Requirements
- 2–5 years of experience in IT support or service desk operations
- Strong troubleshooting skills across Windows and/or macOS environments
- Experience with Microsoft 365 and Active Directory / Entra ID
- Familiarity with endpoint management tools
- Understanding of networking fundamentals (DNS, DHCP, TCP/IP)
- Strong customer service mindset
- Clear written and verbal communication
- Structured problem-solving skills
- Ability to prioritize in a fast-paced environment
- Attention to security and compliance requirements
- Collaborative team player with a proactive attitude
Nice To Haves
- ITIL Foundation certification
- Network+, or Security+ certification
- Experience supporting hybrid or cloud-first environments
- Familiarity with automation tools or scripting (PowerShell preferred)
- Experience with enterprise ticketing systems (ServiceNow, Jira, Freshservice, etc.)
Responsibilities
- End-User Support Provide Level 1 / Level 2 technical support for hardware, software, and network-related issues
- Troubleshoot Windows, macOS, mobile devices, and peripheral equipment
- Support Microsoft 365, collaboration platforms, and enterprise applications
- Diagnose and resolve remote access and VPN issues
- Deliver both remote and on-site support as required
- Incident & Service Request Management Log, track, and resolve tickets in accordance with SLA targets
- Follow ITIL-based incident, request, and problem management processes
- Escalate complex issues to appropriate technical teams
- Document resolutions clearly in the ticketing system
- Security & Compliance Enforce cybersecurity policies including MFA, endpoint protection, and patching standards
- Support identity and access management (user provisioning, role-based access)
- Assist with device encryption and compliance controls
- Report and escalate potential security incidents
- Infrastructure & Device Management Provision laptops, desktops, and mobile devices
- Maintain asset inventory and lifecycle tracking
- Assist with software deployment and patch management
- Continuous Improvement Contribute to knowledge base documentation
- Identify recurring issues and recommend automation or process improvements
- Support IT projects such as system upgrades, migrations, and rollouts
- Promote self-service capabilities and end-user enablement
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
