Help Desk Support Engineer

SUMMARY OF JOB FUNCTION:

The Help Desk Support Engineer provides first-level technical support for end users in a Microsoft Windows environment. This role troubleshoots and resolves desktop, printer/copier, and basic network (LAN/WAN/VPN) issues; manages support tickets; and partners with vendors and internal teams to restore service quickly and prevent repeat incidents.

KEY RESPONSIBILITIES:

Function Name

• Provide timely end-user support for Windows desktops/laptops, peripherals, and business applications; escalate issues as appropriate.
• Diagnose incidents using available tools and user input; identify root cause when possible; implement effective fixes or workarounds; and document actions taken.
• Manage help desk tickets end-to-end, including intake, prioritization, communication, resolution, and closure within expected timeframes.
• Troubleshoot and support printers, copiers, and fax machines; coordinate vendor support and service calls as needed.
• Troubleshoot basic network connectivity, including LAN/WAN and VPN issues; assist with network cable runs/termination as needed.
• Maintain endpoint security and reliability by applying patches/updates and supporting enterprise tools (e.g., antivirus).
• Support hardware and software standards by assisting with configuration baselines, imaging/setup, and documentation of approved configurations.
• Maintain accurate asset and software inventory records; coordinate device deployments, relocations, and office moves.
• Participate in IT projects and operational activities, including rollouts, upgrades, new installations, building power-downs, disaster recovery support, and continuous improvement initiatives.
• Communicate potential issues, risks, and recurring problems to supervisors and managers; recommend cost-control and service improvements.

Maintain reliable attendance and punctuality; follow safety and housekeeping practices to support a clean and safe work environment

Other Duties

• Perform other duties as assigned.

QUALIFICATIONS - KNOWLEDGE/SKILLS- EXPERIENCE:

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements below are representative of the knowledge, skills, and abilities needed for the role.

• Communicate clearly in spoken and written English.
• Associate’s degree (AA/AS) in Information Technology or equivalent practical experience.
• Working knowledge of TCP/IP and common services/protocols (e.g., DHCP, DNS, FTP).
• Proficiency with Microsoft Office and Outlook.
• Familiarity with Linux/UNIX and virtualization tools (e.g., VMware, VirtualBox) is a plus.
• Strong troubleshooting skills and the ability to learn new tools, systems, and processes quickly.
• Strong customer service mindset and the ability to explain technical concepts in an easy-to-understand way.
• Ability to organize work, manage multiple priorities, and follow through to completion.
• Professional demeanor with consistent follow-up and a collaborative approach.
• Ability to stand and walk for extended periods during the workday.
• Ability to perform effectively in a fast-paced environment.
• Self-motivator and a sense of ownership and urgency to meet deadlines.
• Must be able to maintain confidentiality & professionalism at all times.

SUPERVISES: None

PHYSICAL DEMANDS: The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully. While performing the duties of this job, the employee is regularly required to talk or hear. The employee must frequently stand, walk, and reach with hands and arms. The ability to lift 50 lbs., open filing cabinets, and bend, stand, or climb on step ladders as necessary.