What are the responsibilities and job description for the Desktop Support Engineer position at Sharp Brains Solutions?
Hiring: Desktop Support Engineer / EUC Support Engineer
Experience: 2–4 Years
We are looking for a motivated and customer-focused Desktop Support Engineer to join our IT Support team. The ideal candidate will have hands-on experience providing onsite and remote technical support, managing desktop devices, troubleshooting hardware and software issues, and supporting enterprise end-user computing environments.
Key Responsibilities
End User & Desktop Support
- Provide onsite and remote support for desktop devices, laptops, printers, scanners, and peripherals.
- Manage incidents related to hardware, software, operating systems, and network connectivity through resolution.
- Deliver IMAC services (Install, Move, Add, and Change).
- Perform hard and soft break-fix support for desktops and laptops.
- Ensure all devices are configured with approved desktop images and organizational standards.
- Provide VIP and executive user support when required.
- Act as the primary onsite IT contact for end-user issues.
Device Management & Administration
- Support the full lifecycle of desktop and laptop devices, including deployment, maintenance, upgrades, and replacement.
- Install, configure, optimize, and maintain Windows-based desktop environments.
- Manage operating system updates, patching activities, and hardware refreshes.
- Monitor endpoint security compliance, antivirus status, and remediation activities.
- Support and maintain printers, scanners, and other workplace devices.
SCCM & Intune Administration
- Deploy, manage, and maintain software packages, updates, and patches using SCCM.
- Monitor software distribution, reporting, and inventory management.
- Support device enrollment, policy management, and application deployment through Microsoft Intune.
- Troubleshoot SCCM client issues and software deployment failures.
Active Directory & ITSM Support
- Troubleshoot user account, access, and authentication issues within Active Directory.
- Manage incidents, requests, and service tasks using ServiceNow or similar ITSM platforms.
- Analyze recurring incidents and recommend improvements, automation opportunities, and user training requirements.
Collaboration & Connectivity Support
- Support Microsoft Office applications, Outlook, Teams, and collaboration tools.
- Assist users with VPN connectivity and mobile device support.
- Provide smart hands and feet support for infrastructure and remote IT teams when required.
Required Skills
- 2–4 years of experience in Desktop Support, End User Computing (EUC), or Onsite IT Support.
- Strong knowledge of Windows operating systems.
- Experience with ServiceNow or other ITSM tools.
- Hands-on experience with SCCM and Microsoft Intune.
- Proficiency in Microsoft Office Suite and Outlook.
- Strong troubleshooting skills across hardware, software, and connectivity issues.
- Experience supporting printers, scanners, laptops, and desktop devices.
- Excellent customer service and communication skills.
Preferred Skills
- Active Directory administration and troubleshooting.
- Experience supporting macOS devices and tablets.
- Knowledge of Microsoft Teams, VPN, and mobile device management.
- Experience providing VIP or executive-level support.
- Smart Hands & Feet support experience.
- Basic networking knowledge (LAN, Wi-Fi, TCP/IP).
Qualifications
- Bachelor's degree in Information Technology, Computer Science, or related field (preferred).
- Relevant certifications such as Microsoft, CompTIA A , ITIL, SCCM, or Intune certifications are advantageous.
If you have a passion for IT support, problem-solving, and delivering excellent end-user experiences, we'd love to hear from you.