Desktop Engineer L1

Role Overview and Responsibilities

As a Desktop Engineer L1, you will oversee and resolve incidents involving desktop hardware, software, and connectivity. You will handle Installation, Move, Add, Change (IMAC) operations and provide desk-side support, including maintenance and break-fix services for laptops and desktops. Your duties include delivering approved standard hardware and software support throughout the device lifecycle, utilizing remote desktop management tools. Maintaining and optimizing desktop configurations through patch updates and hardware replacements with vendor-provided spares also falls under your responsibilities.

You will analyze incident trends from the service desk to proactively recommend user training and identify automation opportunities. Ensuring the correct desktop images are applied to all devices and monitoring security compliance, including anti-virus software, are essential tasks. Additionally, providing VIP-level desk-side support and acting as the primary IT point of contact on-site during the absence of other support personnel is required.

Required Qualifications and Skills

• Experience and solid knowledge of Windows 7 operating systems.
• Familiarity with Active Directory and hands-on support is advantageous.
• Experience supporting Mac devices and tablets is a plus.
• Proficiency in service management tools such as ServiceNow.
• Expertise in End User Computing (EUC) tools, remote support software, Microsoft Office suite, and Outlook.
• Understanding of communication tools like Lync, VPN technologies, and mobile device support is preferred.
• Awareness of ITIL processes including Incident, Change, Problem, and Service Request management, along with inventory control for spares and buffers.
• An associate degree (A.A.) or equivalent in electronics from a technical school or college is required; a bachelor's degree is preferred.