Desktop Engineer L1 – End User Support

About the role

The Desktop Engineer L1 provides first‑line support for desktop hardware, software and connectivity across the organization. You will be responsible for the full lifecycle of desktop devices, from imaging and deployment to ongoing maintenance and VIP on‑site assistance.

Key responsibilities

• Manage incidents related to desktop hardware, software and connectivity from ticket creation to resolution.
• Perform IMAC (Install, Move, Add, Change) and deskside support services.
• Execute hard‑ and soft‑break‑fix tasks for laptops and desktops, including battery replacement and hardware repairs with Dell technicians.
• Deploy and maintain standard operating system images (Windows 7, Windows 11) using PXE boot and SCCM.
• Monitor and remediate security compliance, anti‑virus status and patch updates.
• Provide VIP deskside support and act as the primary IT point of contact when other teams are unavailable.
• Analyze service‑desk data to identify training needs and automation opportunities.

Required profile

• 3–5 years of experience in desktop support or end‑user computing.
• Hands‑on experience with Windows 7/11, imaging, SCCM, Intune, AD, BitLocker and Outlook administration.
• Familiarity with ServiceNow or similar service‑management tools and ITIL processes.
• Experience supporting Dell hardware, Humanscale equipment, MAC devices and tablets.
• Associate degree in electronics or related field; Bachelor’s degree preferred.

Required skills

• Windows 7 and Windows 11 operating systems
• PXE boot imaging and re‑imaging
• SCCM and Software Center
• Dell hardware break‑fix
• Microsoft Intune, Active Directory, BitLocker
• Outlook administration
• ServiceNow (or similar) service‑management
• EUC tools, remote support utilities
• MS Office suite
• Lync, VPN and mobile device support
• ITIL incident, change, problem and request management