The Desktop Support Engineer is essential in maintaining the functionality and efficiency of an organization's computer systems. This role ensures that all desktop hardware and software issues are resolved promptly, contributing to seamless business operations.
- Provide technical support for desktop computers, applications, and related technology.
- Install, configure, and upgrade operating systems and software.
- Troubleshoot hardware and software issues on desktops and laptops.
- Maintain inventory of all equipment, software, licenses, etc.
- Assist with network connectivity issues for end-users.
- Document resolutions for future reference in a knowledge base.
- Strong understanding of Windows/Mac OS environments.
- Proficient in troubleshooting hardware/software issues.
- Excellent communication skills to assist non-technical users effectively.
- Ability to work independently or as part of a team.
The Desktop Support Engineer's performance is evaluated based on response time to support requests, resolution rate of technical issues within SLA guidelines, user satisfaction scores from feedback surveys after service delivery completion.
Response Time
Average time taken to respond to support tickets.
Resolution Rate
Percentage of technical issues resolved within SLA guidelines.
User Satisfaction
Feedback scores from users post-service delivery
Reports to
IT Manager
Collaborates with
Network Administrators
Leads
- Remote Desktop Tools (e.g., TeamViewer)
- Ticketing Systems (e.g., ServiceNow)
Associate degree in Computer Science or related field; 2-3 years experience in IT support roles.
