Desktop Support Engineer

Teceze USA; Salt Lake City (UT); On-site; USD 50,000 - 70,000; Full time

Job summary

Teceze USA is seeking a DSS Support Engineer to provide hands-on IT support for desktops, laptops, printers, and peripherals in a Salt Lake City environment.

You will handle end-user issues, perform OS/app deployments, manage Active Directory, and ensure security policies while meeting SLAs.

Qualifications

• Proficient in Windows 10/11 administration and Office 365.
• Experience with Active Directory and Group Policy.
• Basic networking (TCP/IP, DNS, DHCP, VPN) understood.

Responsibilities

• Provide first- and second-level IT support to end users.
• Install, configure, and maintain desktops, laptops, printers, and IT equipment.
• Troubleshoot hardware, software, OS, and network issues.
• Install, upgrade, and patch operating systems and business apps.
• Manage user accounts and permissions in Active Directory.
• Configure Microsoft 365, Outlook, Teams, and enterprise apps.
• Document issues and resolutions in the ITSM tool.
• Respond to incidents within defined SLAs.
• Coordinate with network/server/security teams.

Skills

Windows 10/11 administration

Office 365 & Outlook

Active Directory

Networking basics (TCP/IP, DNS, DHCP,

Education

Bachelor's degree or diploma in Computer Science/IT

Tools

ServiceNow/Jira Service Management/BMC Remedy

Remote support tools (RDP, TeamViewer, AnyDesk)

Job description

• The DSS Support Engineer is responsible for providing technical support for desktops, laptops, printers, mobile devices, and IT peripherals.
• The role involves troubleshooting hardware and software issues, installing and configuring systems, supporting end users, and ensuring smooth day-to-day IT operations.

Key Responsibilities:

• Provide first- and second-level technical support to end users.
• Install, configure, and maintain desktop computers, laptops, printers, and other IT equipment.
• Troubleshoot hardware, software, operating system, and network connectivity issues.
• Install, upgrade, and patch operating systems and business applications.
• Manage user accounts, passwords, and permissions using Active Directory.
• Configure and support Microsoft Office 365, Outlook, Teams, and other enterprise applications.
• Diagnose and resolve printer and peripheral device issues.
• Respond to incidents and service requests within defined SLAs.
• Document issues, resolutions, and asset information in the IT service management (ITSM) tool.
• Perform system imaging, device deployment, and hardware replacements.
• Coordinate with network, server, and security teams for issue resolution.
• Maintain IT inventory and asset records.
• Follow IT security policies and ensure endpoint compliance.

Required Skills:

• Strong knowledge of Windows 10/11 administration.
• Experience with Microsoft Office 365 and Outlook.
• Working knowledge of Active Directory and Group Policy.
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN).
• Experience with hardware troubleshooting and replacement.
• Familiarity with ticketing tools such as ServiceNow, Jira Service Management, or BMC Remedy.
• Knowledge of remote support tools (Remote Desktop, TeamViewer, AnyDesk, etc.).
• Excellent troubleshooting, communication, and customer service skills.

Preferred Qualifications:

• Bachelor's degree or diploma in Computer Science, Information Technology, or a related field.
• 1-5 years of experience in desktop support or IT support.
• Certifications such as CompTIA A+, Microsoft Certified, ITIL Foundation, or equivalent are an advantage.
• Strong analytical and problem-solving skills.
• Customer-focused approach.
• Ability to prioritize multiple support requests.
• Good verbal and written communication skills.
• Teamwork and collaboration.
• Ability to work in rotational shifts if required.