Job Description

Job Title: Junior Desktop Support Engineer

Job Summary:

As a Junior Desktop Support Engineer, you will assist in providing technical support to end-users, primarily focusing on desktop systems and peripherals within an organization. You will work closely with senior support staff to troubleshoot issues, deploy new hardware and software, and ensure the smooth operation of desktop systems. This role offers an opportunity to gain hands-on experience in IT support and develop skills in desktop administration and customer service.

Key Responsibilities:

1. Technical Support:

Assist end-users with hardware and software issues, troubleshooting problems related to desktop systems, printers, Lan network troubleshooting and peripherals.

Respond to helpdesk tickets and service requests in a timely manner, documenting issues and resolutions accurately.

Collaborate with senior support staff to resolve complex technical issues and escalate to higher-level teams when necessary.

2. Desktop Deployment and Maintenance:

Assist in deploying and configuring desktop systems, installing operating systems, software applications, and drivers.

Perform routine maintenance tasks and data backup, such as system updates, patches, and antivirus scans, under the guidance of senior staff.

Ensure compliance with IT policies and procedures regarding desktop configurations and security standards.

3. User Assistance:

Provide user training and guidance on IT policies, procedures, and best practices for utilizing desktop systems and software.

Assist with account provisioning, password resets, and access permissions, following established protocols and security measures.

Offer remote support via phone, email, or remote desktop tools to address end-user inquiries and technical issues.

4. Documentation and Reporting:

Maintain accurate records of hardware inventory, software licenses, and configurations for desktop systems and peripherals.

Document troubleshooting procedures and solutions for common technical issues, contributing to the knowledge base for future reference.

Generate reports on helpdesk tickets, service requests, and resolution times to track performance metrics and identify areas for improvement.

5. Collaboration and Professional Development:

Collaborate with other members of the IT team to share knowledge, best practices, and technical expertise.

Participate in training sessions, workshops, and certification programs to enhance technical skills and stay updated on industry trends.

Contribute ideas and suggestions for improving IT processes, tools, and systems to increase efficiency and user satisfaction.

Qualifications and Skills:

Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent work experience).

Some experience in desktop support or IT helpdesk roles is preferred.

Basic knowledge of Windows and/or Mac operating systems, hardware components, and software applications.

Strong troubleshooting and problem-solving skills, with the ability to follow established procedures and escalate issues as needed.

Excellent communication and interpersonal skills, with a customer-focused approach to providing technical support.

Ability to work effectively in a team environment, collaborating with colleagues and adapting to changing priorities.

Willingness to learn and develop new skills, with a proactive attitude towards professional growth and career advancement.

Working Conditions:

This role typically operates in an office environment, providing support to end-users via in-person interactions, phone calls, or remote assistance tools.

Junior Desktop Support Engineers may be assigned to night shifts on a rotating basis or as part of a scheduled shift rotation plan.

Occasional evening or weekend work may be required to address urgent issues or support project deadlines.

Conclusion:

As a Junior Desktop Support Engineer, you play a vital role in providing technical assistance and ensuring the reliability of desktop systems for end-users. By working closely with senior support staff and actively participating in training and professional development opportunities, you can gain valuable experience and progress in your career in IT support.

Job Type: Full-time

Pay: ?10,000.00 - ?20,000.00 per month

Shift:

• Rotational shift

Education:

• Diploma (Preferred)

Experience:

• IT: 1 year (Required)
• total work: 1 year (Preferred)

Work Location: In person