Desktop Support Engineer

Sharp Brains; Kings Mountain (NC); On-site; USD 52,000 - 78,000; Full time

Job summary

Sharp Brains is seeking an experienced Desktop Support Engineer to provide Level 1 end-user support onsite in a fast-paced enterprise environment. You will resolve hardware, software, operating system, and connectivity issues and work with IT teams on daily operations and deployments.

The role emphasizes customer service, documentation, and collaboration with Level 2/3 specialists, with responsibilities including imaging, software updates, and VPN connectivity support in a corporate setting in

Qualifications

• Experience supporting Windows 10/11 desktops, laptops, printers, and mobile devices.
• Proficient in Microsoft 365 administration.
• Active Directory user administration.
• Experience with ITSM ticketing systems (ServiceNow) in enterprise environments.
• Experience with Intune and SCCM for device management.
• Imaging and deployment of Windows devices across enterprise environments.
• Knowledge of LAN, Wi‑Fi, TCP/IP basics.
• Strong documentation and customer service skills.

Responsibilities

• Provide Level 1 desktop support for desktops, laptops, printers, and mobile devices onsite.
• Troubleshoot hardware, software, OS, network, and user account issues.
• Manage incidents and service requests in ServiceNow per SLA.
• Perform imaging, deployment, and replacement of Windows devices.
• Install, configure, and update OSes, drivers, and applications.
• Support Microsoft 365 apps including Outlook, Teams, and VPN connectivity.
• Handle basic Active Directory tasks like user accounts and password resets.
• Escalate tickets to Level 2/3, Networking, or Application Support as needed.
• Assist with onboarding/offboarding and asset recovery.
• Maintain accurate documentation of incidents and procedures.

Skills

Windows support

Microsoft 365 Administration

Active Directory

ITSM ticketing (ServiceNow)

Intune / SCCM

Imaging and deployment

Networking basics

Documentation & customer service

Tools

ServiceNow

Microsoft Intune

Microsoft SCCM

VPN clients

Job description

About the Company

We are a global IT services provider delivering onsite IT support, desktop services, field engineering, and enterprise infrastructure solutions to customers worldwide. We are seeking an experienced Desktop Support Engineer to provide onsite technical support in a fast-paced enterprise environment.

About the Role

We are looking for a proactive and customer-focused Desktop Support Engineer to provide Level 1 end-user support while ensuring timely resolution of hardware, software, operating system, and connectivity issues. The successful candidate will work closely with internal IT teams to support daily operations, hardware deployments, and enterprise technology initiatives.

Key Responsibilities

• Provide Level 1 technical support for desktops, laptops, printers, mobile devices, and peripheral equipment.
• Troubleshoot and resolve hardware, software, Windows operating system, network, and user account issues.
• Manage and prioritize incidents and service requests using ServiceNow, ensuring compliance with SLA requirements.
• Perform desktop imaging, deployment, configuration, and replacement of Windows devices.
• Install, configure, and maintain operating systems, drivers, applications, and software updates.
• Support Microsoft 365 applications, including Outlook, Office 365, Microsoft Teams, and VPN connectivity.
• Perform basic Active Directory administration, including user account management and password resets.
• Coordinate ticket escalation to Level 2, Level 3, Networking, and Application Support teams when required.
• Support onboarding and offboarding activities, including device preparation, deployment, and asset recovery.
• Maintain accurate documentation of incidents, troubleshooting steps, and technical procedures.
• Participate in hardware refresh projects, office relocations, and enterprise IT initiatives.
• Deliver exceptional customer service while supporting users with varying technical backgrounds.

Required Skills

• Experience supporting Windows 10/11, desktops, laptops, printers, and mobile devices.
• Microsoft 365 / Office 365 Administration.
• Active Directory user administration.
• ServiceNow or similar ITSM ticketing systems.
• Microsoft Intune and/or Microsoft SCCM.
• Desktop imaging and deployment.
• Hardware and software troubleshooting.
• LAN, Wi-Fi, TCP/IP, and basic networking knowledge.
• Hardware asset management and inventory control.
• Strong documentation, communication, and customer service skills.

Preferred Qualifications

• Microsoft certifications are an advantage.
• Experience supporting corporate office environments.