Desktop Engineer L1 – End User Support

About the role

The Desktop Engineer L1 provides first‑line support for all desktop hardware, software and connectivity issues across the organization. You will ensure devices are configured, maintained and secure throughout their lifecycle, delivering reliable service to end‑users and VIPs.

Key responsibilities

• Manage incident tickets for desktops, laptops and tablets from initial report to resolution.
• Perform IMAC (Install, Move, Add, Change) and deskside support, including hardware repairs and software installations.
• Maintain standard operating system images and ensure each device is deployed with the correct configuration.
• Apply patch updates, replace faulty components and monitor anti‑virus compliance.
• Analyze service‑desk data to identify training needs and opportunities for automation.
• Provide VIP on‑site support and act as the primary IT contact when other teams are unavailable.
• Coordinate spare parts and buffer stock in line with ITIL change and incident processes.

Required profile

• Associate degree in electronics or related field; Bachelor’s degree preferred.
• Familiarity with Active Directory, basic networking and smart‑hands support.
• Experience with ServiceNow or similar service‑management tools.
• Understanding of ITIL processes for incidents, changes, problems and service requests.
• Ability to work independently and prioritize multiple support requests.

Required skills

• Active Directory
• macOS and tablet support
• ServiceNow
• EUC tools and remote support utilities
• Microsoft Office, Outlook and Lync
• VPN and mobile device management
• ITIL framework
• Patch management and anti‑virus monitoring
• Desktop imaging and remote management tools