Deskside Support Engineer

Teceze; Medina (MN); On-site; USD 52,000 - 68,000; Full time

Job summary

Teceze is seeking a Technical Desktop Engineer to provide Level 1 and 2 support to end users in a dynamic IT environment. The role involves troubleshooting desktop, laptop, printer, and software issues, and resolving Windows and Office 365 problems.

You will manage user accounts, password resets, and access requests, log and track tickets, and escalate complex problems as needed while supporting hardware installations and maintaining incident documentation.

Qualifications

• 3+ years in help desk or technical support.
• Strong knowledge of Windows OS and Microsoft Office.
• Basic networking concepts (TCP/IP, DNS, DHCP).
• Experience with Active Directory and user account management.
• Familiarity with ticketing tools (ServiceNow, Jira).
• Excellent troubleshooting and communication skills.

Responsibilities

• Provide Level 1 and Level 2 technical support to end users.
• Troubleshoot desktop, laptop, printer, and software issues.
• Resolve Windows and Office 365-related problems.
• Manage user accounts, password resets, and access requests.
• Log, track, and update tickets in the ticketing system.
• Escalate complex issues to the appropriate teams.
• Support hardware installations, upgrades, and replacements.
• Maintain documentation of incidents and resolutions.

Skills

Help desk / technical support

Windows OS

Office 365

Active Directory

TCP/IP / DNS / DHCP

Ticketing tools (ServiceNow, Jira)

Communication skills

Tools

ServiceNow

Jira

Active Directory

Job description

We are looking for a Technical Desktop Engineer to provide technical support and assistance to end users. The candidate will be responsible for troubleshooting hardware, software, and network-related issues while ensuring excellent customer service.

Key Responsibilities:

• Provide Level 1 and Level 2 technical support to end users
• Troubleshoot desktop, laptop, printer, and software issues
• Resolve Windows and Office 365-related problems
• Manage user accounts, password resets, and access requests
• Log, track, and update tickets in the ticketing system
• Escalate complex issues to the appropriate teams
• Support hardware installations, upgrades, and replacements
• Maintain documentation of incidents and resolutions

Required Skills:

• Experience in Help Desk or Technical Support
• Knowledge of Windows operating systems and Microsoft Office
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP)
• Experience with Active Directory and user account management
• Familiarity with ticketing tools such as ServiceNow or Jira
• Good troubleshooting and communication skills