Desktop Engineer L1

Responsibilities

• Manage desktop device (hardware, software, and connectivity) incidents through to resolution.
• Manage IMAC and deskside support services.
• Manage hard and soft break‑fix services for laptops and desktops.
• Provide standard and approved hardware and software (operating systems and standard office applications) support and maintenance on desktop (field‑user) devices for their entire lifecycle, including remote management using appropriate tools.
• Support, manage, optimize, and maintain desktop configuration and installation, including patch updates and hardware replacements with vendor‑provided spares.
• Analyze service‑desk calls for desktop devices and incident data to identify potential user‑training requirements and automation opportunities.
• Ensure each desktop device is installed with the appropriate desktop image.
• Monitor security profiles and anti‑virus software on all desktop devices and take appropriate action for non‑compliance with security requirements.
• Provide VIP deskside support per contract and act as the point of contact for all IT‑related issues at the site when no other IT support team is available (e.g., for MI calls).

Requirements

• Knowledge and experience with Windows 7 OS.
• Experience imaging Windows 11, including re‑imaging using PXE boot.
• Worked on software installation using SCCM, Software Center, and manually.
• Hands‑on experience replacing batteries and collaborating with Dell technicians on hardware break‑fix.
• Experience using Intune, Active Directory, and BitLocker.
• Experience in Outlook administration.
• Experience troubleshooting Humanscale equipment.
• Experience working in engineering firms or large companies.
• Minimum 3–5 years of relevant experience.
• Knowledge of AD and “smart hands/feet” support (preferred).
• Knowledge and experience supporting macOS devices and tablets (preferred).
• Experience with a service‑management tool such as ServiceNow.
• Strong expertise with EUC tools, remote‑support tools, Microsoft Office, and Outlook.
• Understanding of Lync, VPN, and mobile device support (preferred).
• Familiarity with ITIL processes for Incident, Change, Problem, Service Request, and related activities like spare and buffer‑stock management.
• Associate degree (A.A.) or equivalent from a three‑year college or technical school with an emphasis in electronics (required); Bachelor’s degree preferred.