Desktop Support Engineer level 1/2

Maestro Technologies - Jeffersonville, IN

Full-time - Entry Level

Jeffersonville, IN

Professional, Scientific, and Technical Services

About the position

The Desktop Support Engineer is responsible for providing technical support to end-users, addressing hardware, software, and network issues to ensure a seamless IT experience for all staff members. This role involves troubleshooting, resolving issues, and collaborating with IT teams to enhance system performance.

Responsibilities

• Respond to and resolve user-reported issues via phone, email, or in-person.
• Perform initial diagnostics on hardware and software problems.
• Assist with the setup and configuration of desktops, laptops, and peripherals.
• Maintain accurate records of support requests and resolutions in the ticketing system.
• Provide basic training and guidance to users on software applications and hardware usage.
• Escalate complex issues to Level 2 support as necessary.
• Troubleshoot and resolve advanced hardware and software issues that have been escalated from Level 1.
• Perform software installations, updates, and configuration changes.
• Support network connectivity and resolve related issues.
• Collaborate with IT teams on projects and initiatives to improve system performance and user experience.
• Document technical procedures and solutions for future reference.
• Mentor and train Level 1 support staff as needed.

Requirements

• Associate's degree in IT or a related field; bachelor's degree preferred.
• 2-4 years of experience in desktop support or a related technical role.
• Proficient in Windows and Mac operating systems, network protocols, and troubleshooting methodologies.
• Experience with remote support tools and ticketing systems.
• Strong analytical skills and the ability to work independently or as part of a team.

Nice-to-haves

• Knowledge of Active Directory, Office 365, and remote desktop tools is a plus.
• Certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or equivalent are highly regarded.