Desktop Support Engineer

Vaspire Technologies Inc.; San Antonio (TX); On-site; USD 42,000 - 59,000; Full time

Job summary

Vaspire Technologies Inc. is seeking a proactive Desktop Support Engineer with 1–3 years of experience to ensure smooth IT operations and strong customer service in a 24x7 setting. The role focuses on incident resolution, ticket handling, and basic reporting using Excel.

You will work with ITSM tools, handle P1/P2/P3 incidents, manage SLA adherence, and communicate effectively with users during the incident lifecycle, including shift-based coverage.

Qualifications

• 1–3 years in Desktop Support, Service Desk, or IT Support roles.
• Experience in a 24x7 support environment.
• Familiarity with incident prioritization and SLA-driven operations.
• Proficient with basic Microsoft Excel, including Pivot Tables.

Responsibilities

• Manage and resolve service desk tickets within defined SLA timelines.
• Prioritize incidents by severity (P1, P2, P3) and escalate when needed.
• Conduct first-level troubleshooting for P1 incidents and coordinate with escalation teams.
• Monitor ticket queues, provide timely updates, and close incidents.
• Analyze tickets for recurring issues and trends to identify problem areas.
• Create basic operational reports in Excel with Pivot Tables and charts.
• Deliver excellent customer service and communicate clearly with users throughout incident lifecycles.
• Participate in shift-based operations and support a 24x7 environment.

Skills

ITSM tools

Incident management

SLA knowledge

Excel pivot tables

Data interpretation

Customer service

Team player

Education

ITIL Foundation (preferred)

Tools

Remote support tools

Ticket management systems

Job description

We are seeking a proactive and customer-focused Desktop Support Engineer with 1–3 years of experience to provide technical support and ensure smooth IT operations. The ideal candidate should possess strong communication skills, experience in service desk ticket handling, and a commitment to delivering excellent customer service in a 24x7 support environment.

Key Responsibilities

• Manage and resolve Service Desk tickets within defined SLA timelines.
• Handle and prioritize incidents based on severity levels (P1, P2, and P3).
• Perform first-level troubleshooting and resolution for critical (P1) incidents and escalates when necessary.
• Monitor ticket queues and ensure timely updates and closure of incidents.
• Analyse tickets to identify recurring issues, trends, and potential problem areas.
• Generate basic reports using Microsoft Excel, including Pivot Tables and charts for operational tracking and analysis.
• Deliver exceptional customer service and maintain effective communication with users throughout the incident lifecycle.
• Participate in shift-based operations and provide support in a 24x7 environment.

Required Skills & Qualifications

Technical Skills

• Experience working with IT Service Management (ITSM) tools and ticketing systems.
• Good understanding of incident management and ticket prioritization (P1/P2/P3).
• Knowledge of Service Level Agreements (SLA) and support metrics.
• Basic Microsoft Excel skills, including Pivot Tables, data preparation, and formatting.

Soft Skills

• Strong customer-handling and stakeholder management abilities.
• Analytical mindset with problem-solving skills.
• Strong commitment to continuous learning and self-development.
• Team player with a positive and proactive attitude.

Experience

• 1–3 years of experience in Desktop Support, Service Desk, or IT Support roles.

Preferred Qualifications

• ITIL Foundation knowledge/certification.
• Experience supporting enterprise environments.
• Exposure to remote support tools and ticket management systems