Help Desk Engineer

Job Summary

Responsibilities

• Heavy focus on Active Directory (AD) management, user provisioning, and handling the technical workflows for employee onboarding and offboarding.
• Performance of IMAC (Install, Move, Add, Change) services for desktops, laptops, and printers, as well as managing hardware imaging and deployment for local users.
• Utilize SharePoint as the primary ticket management platform to log, track, and resolve daily support requests, while maintaining problem logs, weekly work logs, and hardware/software inventories.
• Provide onsite technical support for Microsoft productivity tools, including Outlook and Office products, and assist with Windows O/S patch verification and basic virus security policies.
• Aid with basic maintenance, monitoring, and local troubleshooting of office IT equipment (e.g., switches, UPS, cell phones, video conferencing, and telephony) under the direction of the IT infrastructure team.

Qualifications

• Bachelor's degree in information systems or computer science, OR equivalent industry experience and technical training.
• 1-3+ years of technical help desk or desktop support experience.
• Ability to work independently under minimal supervision to execute daily tasks during the coverage period.
• Proven experience as an L1 Help Desk / Service Desk professional handling day-to-day office support.
• Strong hands-on experience with Windows OS, Active Directory management, and Group Policy.
• Experience utilizing or managing workflows within SharePoint for ticket tracking.
• Strong problem-solving, analytical, and troubleshooting skills, combined with an excellent verbal and written communication style and a strong customer-service mindset when supporting end-users.
• Experience writing or executing PowerShell scripting is considered a strong plus.
• CompTIA A+ certification for desktop maintenance.
• Basic working knowledge or familiarity with network protocols (TCP/IP, DNS, DHCP).