Desktop Support Engineer

Job Role: Desktop Support Engineer

Location: Salt Lake City, UT

Job Nature: Backfill

Job Summary:

• The DSS Support Engineer is responsible for providing technical support for desktops, laptops, printers, mobile devices, and IT peripherals.
• The role involves troubleshooting hardware and software issues, installing and configuring systems, supporting end users, and ensuring smooth day-to-day IT operations.

Key Responsibilities:

• Provide first- and second-level technical support to end users.
• Install, configure, and maintain desktop computers, laptops, printers, and other IT equipment.
• Troubleshoot hardware, software, operating system, and network connectivity issues.
• Install, upgrade, and patch operating systems and business applications.
• Manage user accounts, passwords, and permissions using Active Directory.
• Configure and support Microsoft Office 365, Outlook, Teams, and other enterprise applications.
• Diagnose and resolve printer and peripheral device issues.
• Respond to incidents and service requests within defined SLAs.
• Document issues, resolutions, and asset information in the IT service management (ITSM) tool.
• Perform system imaging, device deployment, and hardware replacements.
• Support remote users using remote desktop tools.
• Coordinate with network, server, and security teams for issue resolution.
• Maintain IT inventory and asset records.
• Follow IT security policies and ensure endpoint compliance.

Required Skills:

• Strong knowledge of Windows 10/11 administration.
• Experience with Microsoft Office 365 and Outlook.
• Working knowledge of Active Directory and Group Policy.
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN).
• Experience with hardware troubleshooting and replacement.
• Familiarity with ticketing tools such as ServiceNow, Jira Service Management, or BMC Remedy.
• Knowledge of remote support tools (Remote Desktop, TeamViewer, AnyDesk, etc.).
• Excellent troubleshooting, communication, and customer service skills.

Preferred Qualifications:

• Bachelor's degree or diploma in Computer Science, Information Technology, or a related field.
• 1–5 years of experience in desktop support or IT support.
• Certifications such as CompTIA A , Microsoft Certified, ITIL Foundation, or equivalent are an advantage.

Key Competencies:

• Strong analytical and problem-solving skills.
• Customer-focused approach.
• Ability to prioritize multiple support requests.
• Good verbal and written communication skills.
• Teamwork and collaboration.
• Ability to work in rotational shifts if required.

Typical Tools & Technologies:

• Windows 10/11
• Microsoft 365
• Active Directory
• ServiceNow / Jira / BMC Remedy
• SCCM or Microsoft Intune
• Remote support tools
• VPN and basic networking utilities
• Printer and endpoint management tools