IT Desktop Support Engineer (12 hr Shift Based)

Job Summary The Desktop Support Engineer provides first-line IT assistance to end users, resolving hardware and software issues promptly while ensuring compliance with IT standards and SLAs. The role supports multiple locations and participates in shift rotations to meet business needs. Responsibilities Provide timely onsite and remote desktop support to end users across multiple locations Receive, prioritize, troubleshoot, document, and resolve IT incidents and service requests within SLA timelines Escalate unresolved issues to appropriate resolver groups or third-party vendors promptly Perform desktop and laptop imaging and re-imaging to prepare devices for deployment or refresh Support device deployment, replacement, and technology refresh projects to maintain up-to-date hardware Conduct asset inventory verification and manage asset records accurately Update and maintain incident and service request records in the ticketing system to ensure traceability Create, update, and maintain clear work instructions, operational procedures, and technical documentation Ensure compliance with IT policies, security standards, and operational procedures in daily tasks Provide support for Microsoft Windows 10/11 and Microsoft Office 365 issues to maintain user productivity Support users at different customer sites and locations as required to ensure consistent IT service Participate in operational standby, shift rotations, and extended support coverage to meet business demands Communicate effectively with team members, management, and end users to facilitate issue resolution Prioritize tasks efficiently and work with urgency in a fast-paced environment to meet service goals Required competencies and certifications Minimum ITE or Diploma qualification in Information Technology, Computer Engineering, or related discipline Minimum 1 year of experience in desktop support or IT helpdesk environment Minimum 1 year of hands-on experience supporting Microsoft Windows 10/11 and Microsoft Office 365 Preferred competencies and qualifications Knowledge of supporting desktops, laptops, printers, and related peripherals to troubleshoot hardware issues Familiarity with ticketing systems and ITSM processes to manage incident workflows Experience performing remote support using remote access tools to assist users offsite Knowledge of basic networking and troubleshooting concepts to resolve connectivity issues Other Information N/A