Desktop Support Engineer

About the Role
The Desktop Support Engineer in a dispatch role is responsible for providing first and second-level technical support while also managing the efficient assignment and dispatch of service requests. This hybrid role ensures end-user issues are resolved promptly—either directly or by coordinating with other technicians—by triaging tickets, prioritizing tasks, and maintaining strong communication between IT and users.

You’ll serve as the go-to technical resource for desktop support needs, ensuring the timely resolution of IT issues and smooth coordination among field technicians and internal teams.

Key Responsibilities

Technical Support

• Provide on-site and remote support for desktops, laptops, printers, and mobile devices.
• Troubleshoot and resolve issues related to Windows, macOS, Office 365, VPN, and networking.
• Handle system setups, software installations, and hardware deployment.
• Perform password resets, account unlocks, and general user account management.
  Maintain clear documentation of procedures, incidents, and resolutions.

• Ability to lift and carry weight (if the role demands it)

Dispatch & Coordination

• Monitor incoming service requests and assign tickets based on priority, location, and skill set.
• Act as the central coordinator for all desktop support operations.
• Track and follow up on open tickets to ensure timely closure and customer satisfaction.
• Escalate complex issues to senior engineers or other IT teams as needed.
• Maintain SLA compliance and prepare daily or shift handover reports.

Requirements: Education & Experience

• Associate or Bachelor’s degree in IT, Computer Science, or related field (preferred).
• 2 years of hands-on experience in desktop support or helpdesk environments.
• Prior experience in IT dispatch or coordination is a strong plus.

Technical Skills

• Proficiency with Windows and macOS environments.
• Familiarity with Microsoft Active Directory, Exchange, and Office 365.
• Experience using ITSM tools (ServiceNow, Jira, Remedy, Zendesk, etc.).
• Basic networking knowledge (TCP/IP, DNS, DHCP, VPN).

Preferred Certifications

• CompTIA A , Network , or Security
• Microsoft Certified: Modern Desktop Administrator Associate
• ITIL Foundation (advantageous)

Tools Required On-Site

• Candidates must carry the following equipment: 
• Windows laptop
• Console cable
• LAN cable
• Screwdriver kit
• RJ45-to-USB cable