Desktop Engineer L1 – End‑User Support

About the role

The Desktop Engineer L1 provides first‑line support for desktop, laptop and tablet devices, ensuring hardware and software operate smoothly throughout their lifecycle. The role involves on‑site assistance, remote troubleshooting, and coordination with vendors to maintain a secure and efficient end‑user environment.

Key responsibilities

• Manage incidents for desktop devices (hardware, software, connectivity) from reporting to resolution.
• Provide IMAC (Install, Move, Add, Change) and desk‑side support services.
• Perform hard‑ and soft‑break‑fix services for laptops and desktops.
• Deploy and maintain standard operating systems and office applications, including imaging and patch updates.
• Monitor security profiles and anti‑virus compliance on all devices.
• Analyze service‑desk data to identify training needs and automation opportunities.
• Deliver VIP desk‑side support and act as the primary IT contact when other teams are unavailable.

Required profile

• Associate degree in electronics or related field; Bachelor’s degree preferred.
• Knowledge of Windows 7, Active Directory, and basic smart‑hands support.
• Familiarity with ITIL processes (Incident, Change, Problem, Service Request) and spare‑stock management.
• Experience with service‑management tools such as ServiceNow.

Required skills

• Windows 7 operating system
• Active Directory
• ServiceNow or similar ticketing system
• EUC tools and remote support utilities
• Microsoft Office and Outlook
• Lync (Microsoft Teams) and VPN technologies
• Mobile device support (iOS/Android tablets)
• Desktop imaging, patch management, and anti‑virus monitoring
• Hardware break‑fix and hardware replacement procedures