Desktop Support

Overview

Overview

Key responsibilities

• Helpdesk & support
• Respond to tickets (phone, email, ticketing system), diagnose and resolve desktop, laptop, printer, and peripheral issues; escalate complex incidents to senior IT as needed.
• User onboarding & offboarding
• Prepare and configure new devices, install OS/software, join devices to domain/MDM, provision user accounts and access, and perform secure deprovisioning on exit.
• Hardware & software management
• Deploy, image, and maintain Windows/macOS endpoints; manage patches/updates, antivirus, and standard software deployments; troubleshoot performance and driver issues.
• Network & connectivity
• Troubleshoot wired/wireless connectivity, VPN, printer/network share access, and collaborate with network team on outages or configuration changes.
• Asset & inventory control
• Maintain asset register, track warranties, manage spare inventory, and coordinate repairs with vendors and service centers.
• IT documentation & training
• Create and update runbooks, knowledge-base articles, and provide basic end-user training on common tools (Office365, collaboration apps).
• Security & compliance
• Enforce endpoint security policies, assist with MFA, encryption, patch compliance, and support audits and incident response procedures.
• On-call & projects
• Participate in on-call rotation for critical incidents and assist with IT projects (office moves, rollouts, upgrades).

Qualifications

• Education: Diploma or Bachelor’s in IT, Computer Science, or related field (or equivalent experience).
• Experience: 2+ years desktop support or helpdesk experience; experience in corporate or multinational environments preferred.
• Technical skills: Strong knowledge of Windows 10/11 and macOS, Office365, Active Directory/Azure AD, MDM (Intune, Jamf), VPN, printers, and basic networking.
• Tools: Familiarity with ticketing systems (ServiceNow/Jira/Gorgias), remote support tools (TeamViewer/AnyDesk), imaging tools, and asset management.
• Certifications (preferred): CompTIA A+, Microsoft 365 Certified, or equivalent.
• Soft skills: Customer-focused, good communicator, troubleshooting mindset, ability to work under pressure, and cultural sensitivity.

• Job Types: Full-time, Permanent