Offer summary

Qualifications:

High school diploma or equivalent; IT certifications are a plus., 1-2 years of experience in desktop or helpdesk support, preferably with remote desktop support., Strong understanding of Windows and/or macOS operating systems and remote support tools., Excellent communication and problem-solving skills with a focus on user satisfaction..

Key responsabilities:

Serve as the first point of contact for remote desktop support issues, providing timely assistance to end-users.

Diagnose and resolve hardware and software issues for desktop and laptop systems.

Log and manage incidents in the ticketing system, ensuring SLAs are met and escalating unresolved issues as necessary.

Provide basic training to end-users on IT policies and system usage to enhance their productivity.

Job description

We are looking for a skilled Desktop Support Analyst/Engineer at the L1 level to provide remote desktop support (RDS) for our users. This role involves troubleshooting, maintaining, and configuring end-user workstations and supporting systems to ensure optimal performance and end-user productivity. The ideal candidate has a strong understanding of desktop operating systems, software, and hardware, with excellent communication and problem-solving skills.

Requirements

Key Responsibilities

Technical Support

Serve as the first point of contact for remote desktop support (RDS) issues, providing timely and efficient assistance to end-users.
Diagnose, troubleshoot, and resolve hardware and software issues for desktop and laptop systems.
Assist with the installation, configuration, and maintenance of desktop operating systems (primarily Windows and macOS) and commonly used applications.

Incident Management

Log, track, and manage incidents and service requests in the ticketing system, ensuring SLAs (Service Level Agreements) are met.
Escalate unresolved issues to L2 or L3 support teams and follow up to ensure prompt resolution.
Document all troubleshooting and problem resolution steps to build a knowledge base for future support.

Software and Hardware Support

Support and maintain end-user equipment, including desktops, laptops, printers, and mobile devices.
Provide assistance with application installation, updates, and basic configuration for end-user productivity tools.
Troubleshoot issues with peripherals, network connectivity, and printing for remote users.

User Training and Guidance

Provide basic training to end-users on IT policies, system usage, and common troubleshooting steps to empower users.
Assist users in understanding and navigating key applications, ensuring a seamless experience and minimal disruptions.

System Monitoring and Maintenance

Monitor desktop and laptop systems to identify potential issues and proactively resolve them.
Perform regular maintenance tasks such as software updates, patches, and system health checks to enhance system performance and security.

Qualifications

Education: High school diploma or equivalent; additional IT certifications are a plus.
Experience: Minimum of 1-2 years of experience in desktop or helpdesk support, with experience in remote desktop support preferred.
Certifications: CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or other relevant certifications are beneficial.

Skills and Competencies

Technical Skills:
- Strong understanding of Windows and/or macOS operating systems.
- Familiarity with remote desktop support tools and VPN technologies.
- Knowledge of troubleshooting network connectivity issues, including LAN, Wi-Fi, and VPN.
- Proficiency in Microsoft Office Suite and other productivity software commonly used in business environments.
Soft Skills:
- Excellent communication and customer service skills, with a focus on user satisfaction.
- Strong problem-solving abilities, with the ability to work under pressure and meet tight deadlines.
- Detail-oriented, with good documentation skills to ensure clear tracking and reporting of support issues.