Desktop Support Engineer — Hybrid & End-User IT Help

Top Prospect Group; Worcester (MA); Hybrid; USD 48,000 - 72,000; Full time

Job summary

Top Prospect Group is seeking a Desktop Support Specialist to deliver Level 1–2 support for hardware, software, and network issues across onsite and remote environments. You will troubleshoot, diagnose, and resolve IT incidents with strong customer service.

Responsibilities include supporting Windows and macOS devices, Microsoft 365 apps, Active Directory, VPN, printers, and endpoint deployments; ticketing via ServiceNow, Jira Service Management, or Freshservice; coordinating with network teams

Qualifications

• Associate degree or equivalent work experience in IT.
• 2-5 years of desktop support or help desk experience.
• Experience with Windows 10/11 environments.
• Knowledge of Microsoft 365 administration and troubleshooting.
• Experience with Active Directory and user account management.
• Familiarity with ticketing systems such as ServiceNow, Jira Service Management, or Freshservice.
• Strong customer service and communication skills.

Responsibilities

• Provide Level 1 and Level 2 technical support for users via phone, email, ticketing system, chat, and in-person assistance.
• Respond to and resolve incidents and service requests within established SLAs.
• Diagnose and troubleshoot hardware, software, and connectivity issues.
• Escalate complex issues to senior IT teams when required.
• Maintain accurate documentation of incidents, resolutions, and support activities.
• Install, configure, maintain, and troubleshoot Windows and macOS devices.
• Manage device deployments, refreshes, and decommissioning activities.
• Support Microsoft 365 applications including Outlook, Teams, OneDrive, Word, Excel, and PowerPoint.
• Create, modify, disable, and manage user accounts in Active Directory.
• Troubleshoot wired and wireless network issues; assist with VPN connectivity and remote access.

Skills

Customer service

Communication

Troubleshooting

Time management

Microsoft 365

Active Directory

VPN support

Education

Associate degree in Information Technology or related field

Equivalent work experience

Tools

ServiceNow

Jira Service Management

Freshservice

Intune

SCCM/MECM

Job description

Top Prospect Group is seeking a Desktop Support Specialist to deliver Level 1–2 support for hardware, software, and network issues across onsite and remote environments. You will troubleshoot, diagnose, and resolve IT incidents with strong customer service.

Responsibilities include supporting Windows and macOS devices, Microsoft 365 apps, Active Directory, VPN, printers, and endpoint deployments; ticketing via ServiceNow, Jira Service Management, or Freshservice; coordinating with network teams