Desktop Support Engineer

Job Description:

Job Description: Technical Support Specialist

Position Overview:

We are seeking a skilled and experienced Technical Support Specialist to join our IT team. The ideal candidate will be responsible for providing technical support to end-users, including troubleshooting hardware and software issues, configuring operating systems and software applications, and managing VPN connections. This role requires strong problem-solving skills, excellent communication abilities, and a customer-focused approach.

Key Responsibilities:

Hardware and Software Support:

Provide technical assistance to end-users regarding hardware and software issues.

Troubleshoot and resolve hardware problems with desktops, laptops, printers, scanners, and other peripherals.

Install, configure, and update operating systems (e.g., Windows, macOS) and software applications.

VPN Configuration and Support:

Configure and troubleshoot VPN connections for remote access.

Provide guidance to end-users on setting up and using VPN clients.

Monitor VPN performance and address connectivity issues as needed.

Operating System Configuration:

Install and configure operating systems on desktops and laptops.

Customize system settings and preferences based on user requirements.

Ensure operating systems are up-to-date with the latest patches and security updates.

Software Installation and Configuration:

Install, configure, and update software applications as requested by end-users.

Ensure compatibility and proper integration of software with existing systems.

Provide training and support to end-users on using software applications effectively.

Network Troubleshooting:

Diagnose and resolve network connectivity issues, including LAN and Wi-Fi connections.

Collaborate with network administrators to troubleshoot and resolve complex network problems.

Monitor network performance and recommend optimizations as needed.

Documentation and Knowledge Sharing:

Document all technical support activities, including troubleshooting steps and resolutions.

Create and maintain knowledge base articles and user guides for common issues.

Share technical knowledge and best practices with team members.

Qualifications and Skills:

Bachelor's degree in Information Technology, Computer Science, or related field preferred.

Proven experience in a technical support role, with expertise in hardware and software troubleshooting.

Strong knowledge of operating systems (Windows, macOS) and software applications.

Experience with VPN configuration and support.

Familiarity with network troubleshooting tools and techniques.

Excellent communication and interpersonal skills.

Ability to work independently and collaboratively in a team environment.

Certifications such as CompTIA A+, Network+, or Microsoft Certified Desktop Support Technician (MCDST) are a plus.