What are the responsibilities and job description for the Desktop Support Engineer position at Sharp Brains?
Desktop Support Engineer
📍 Location: Rural Hall, North Carolina, USA (Winston-Salem HQ) – Onsite
💼 Employment Type: Full-Time (5 Days Per Week)
🕒 Working Hours: Standard Business Hours
💰 Compensation: USD 3,500 per month
About the Company
We are a global IT services provider delivering onsite IT support, desktop services, field engineering, and enterprise infrastructure solutions to customers worldwide. We are seeking an experienced Desktop Support Engineer to provide onsite technical support in a fast-paced enterprise environment.
About the Role
We are looking for a proactive and customer-focused Desktop Support Engineer to provide Level 1 end-user support while ensuring timely resolution of hardware, software, operating system, and connectivity issues. The successful candidate will work closely with internal IT teams to support daily operations, hardware deployments, and enterprise technology initiatives.
Key Responsibilities
- Provide Level 1 technical support for desktops, laptops, printers, mobile devices, and peripheral equipment.
- Troubleshoot and resolve hardware, software, Windows operating system, network, and user account issues.
- Manage and prioritize incidents and service requests using ServiceNow, ensuring compliance with SLA requirements.
- Perform desktop imaging, deployment, configuration, and replacement of Windows devices.
- Install, configure, and maintain operating systems, drivers, applications, and software updates.
- Support Microsoft 365 applications, including Outlook, Office 365, Microsoft Teams, and VPN connectivity.
- Perform basic Active Directory administration, including user account management and password resets.
- Coordinate ticket escalation to Level 2, Level 3, Networking, and Application Support teams when required.
- Support onboarding and offboarding activities, including device preparation, deployment, and asset recovery.
- Maintain accurate documentation of incidents, troubleshooting steps, and technical procedures.
- Participate in hardware refresh projects, office relocations, and enterprise IT initiatives.
- Deliver exceptional customer service while supporting users with varying technical backgrounds.
Required Skills
- Experience supporting Windows 10/11, desktops, laptops, printers, and mobile devices.
- Microsoft 365 / Office 365 Administration.
- Active Directory user administration.
- ServiceNow or similar ITSM ticketing systems.
- Microsoft Intune and/or Microsoft SCCM.
- Desktop imaging and deployment.
- Hardware and software troubleshooting.
- LAN, Wi-Fi, TCP/IP, and basic networking knowledge.
- Hardware asset management and inventory control.
- Strong documentation, communication, and customer service skills.
Preferred Qualifications
- Experience in enterprise desktop support environments.
- ITIL Foundation certification (preferred).
- Microsoft certifications are an advantage.
- Experience supporting corporate office environments.