IT Support Engineer (Level 1) – Desktop & Helpdesk

About the role

The IT Support Engineer – Level 1 provides day‑to‑day desktop and help‑desk assistance, handling inbound calls, troubleshooting hardware, software and application issues, and documenting resolutions in a ticketing system.

Key responsibilities

• Serve as first and second level contact for customer incidents and resolve problems.
• Collaborate with third‑party vendors to remediate complex audio‑visual issues.
• Maintain timely communication on issue status and keep tickets updated.
• Install, upgrade, support and troubleshoot Windows XP, 7, 8.1, 10 and Microsoft Office suites, Cisco Jabber and other authorized applications.
• Provide basic support for macOS users.
• Install, upgrade, support and troubleshoot printers and computer hardware.
• Perform preventative maintenance and remedial repairs on desktops, laptops, printers and peripherals.
• Use diagnostic tools to resolve network connectivity and workstation hardware/software problems.
• Assist in project‑based work requiring flexibility and teamwork.
• Perform other duties as assigned.

Required profile

• Bachelor’s degree or equivalent in Computer Science or related field.
• CompTIA A+ and Microsoft Certified Professional (MCP) certifications.
• Minimum 18 months of IT experience, preferably 2‑3 years in Windows desktop support.
• Strong analytical, troubleshooting and problem‑solving abilities.
• Excellent communication and customer‑service skills.
• Ability to multitask, prioritize and meet SLA targets.
• Willingness to work off‑hours or weekends for projects or emergency support.

Required skills

• Windows XP, Windows 7‑10
• Microsoft Active Directory and Group Policy Objects (GPO)
• Microsoft Office 2010, Office 365
• Cisco Jabber
• Basic macOS support
• Printer installation and troubleshooting
• PC hardware installation and repair
• Network connectivity diagnostics
• Enterprise anti‑virus and encryption solutions
• Mobile device management for iOS and Android
• Help‑desk ticketing systems
• CompTIA A+ and MCP certifications