Desktop Support Engineer

Position Summary The Level 2 Helpdesk Technician provides advanced technical support to end-users and ensures the effective operation of IT systems and services. This role combines day-to-day user support with responsibilities in account management, device deployment, asset tracking, security monitoring, and project participation. Key Responsibilities Provide advanced technical support via phone, walk-up, remote session, or support ticket. Monitor, prioritize, and resolve service requests within defined SLAs. Perform onboarding and offboarding activities, including user account setup, access rights, and hardware / software provisioning. Manage identity, directory, and collaboration platforms (e.g., accounts, groups, permissions, email, and distribution lists). Prepare, image, deploy, and support desktops, laptops, and mobile devices. Utilize device management platforms to ensure consistency, security, and compliance across endpoints. Maintain accurate records of IT assets and coordinate logistics such as shipping and receiving hardware for remote locations. Monitor endpoint protection and security tools, investigate alerts, and assist in remediation. Adhere to IT policies, standards, and best practices to maintain system security and compliance. Collaborate with IT peers on technology initiatives and project tasks. Document technical solutions, updates, and recurring issues to expand the knowledge base. Qualifications & Skills Required : 2+ years of IT support experience (helpdesk, desktop support, or equivalent). Strong troubleshooting skills across Windows, and common enterprise applications. Experience with identity and directory services administration. Familiarity with collaboration platforms (email, calendaring, file sharing). Understanding of networking fundamentals (TCP / IP, DNS, DHCP, VPN). Knowledge of endpoint protection and security monitoring practices. Experience with device imaging, deployment, and lifecycle management. Strong communication and customer service skills. Preferred : Industry certifications such as CompTIA A+, Network+, or Microsoft certifications. Experience with enterprise device management platforms (MDM / EMM). Exposure to IT service management frameworks (e.g., ITIL). Experience in multi-site or enterprise-scale environments. Work Environment Standard office environment with occasional travel to other NTS sites. May require evening or weekend work for projects or escalations.