Desktop Support Engineer L1

Sharp Brains; Arecibo (PR); On-site; USD 40,000 - 54,000; Full time

Job summary

Sharp Brains is seeking an Onsite Desktop Support Engineer L1 to deliver end-user computing and desktop support services. You will resolve hardware, software, and network issues onsite, manage devices end-to-end, and support VIP users with professionalism.

The role includes deploying images, patches, and updates, leveraging SCCM and Intune, and coordinating with IT teams to maintain security and compliance. Strong customer service and Windows expertise are essential.

Qualifications

• 2-4 years of experience in onsite desktop support or EUC.
• Strong knowledge of Windows Operating Systems.
• Experience with desktop hardware, laptops, and peripherals.
• Hands-on experience with SCCM (System Center Configuration Manager).
• Experience with Microsoft Intune.
• Experience using ServiceNow or similar ITSM platforms.
• Strong knowledge of Microsoft Office applications, including Outlook.
• Experience with remote desktop support tools.
• Excellent troubleshooting and problem-solving skills.
• Strong communication and customer service skills.

Responsibilities

• Provide onsite desktop support for hardware, software, and network connectivity issues.
• Manage desktop devices (laptops, desktops, peripherals) through their lifecycle.
• Handle IMAC activities and desk-side support services.
• Diagnose and resolve hardware and software break/fix issues for desktops and laptops.
• Install, configure, maintain, and troubleshoot Windows operating systems.
• Support standard desktop applications, including Microsoft Office Suite and Outlook.
• Deploy, manage, and maintain desktop images, software packages, updates, and security patches.
• Perform software deployment, inventory management, reporting, and patch management using SCCM.
• Support and manage Microsoft Intune for endpoint management.
• Monitor desktop security compliance, antivirus status, and remediation.
• Ensure all desktop devices are configured with approved corporate desktop images.
• Administer printers, scanners, and other end-user peripherals.
• Troubleshoot issues related to Active Directory, SCCM, Windows OS, and user accounts.
• Utilize ITSM tools to manage incidents, service requests, and problem tickets.
• Deliver VIP and executive desk-side support with professionalism and urgency.
• Serve as the primary onsite IT contact when other support teams are unavailable.
• Analyze recurring service desk incidents and recommend automation or user training opportunities.
• Coordinate hardware replacements and maintain spare inventory provided by vendors.
• Support VPN connectivity, Microsoft Teams, and mobile devices.
• Collaborate with infrastructure, networking, and security teams to resolve complex issues.
• Maintain accurate documentation of incidents, resolutions, asset inventory, and support procedures.

Skills

Windows OS

Intune

VIP support

Office 365

Active Directory

VPN

Remote Desktop

Customer service

Troubleshooting

Tools

SCCM

ServiceNow

Remote Desktop

Azure AD

Job description

We are looking for an experienced Onsite Desktop Support Engineer L1 to provide end-user computing (EUC) and desktop support services. The ideal candidate will have strong technical troubleshooting skills, experience supporting enterprise environments, and the ability to deliver exceptional customer service to end users, including VIP support.

About the Role

The Onsite IT Support Engineer will provide onsite desktop support for hardware, software, and network connectivity issues, manage desktop devices, and ensure compliance with corporate standards.

Responsibilities

• Provide onsite desktop support for hardware, software, and network connectivity issues.
• Manage desktop devices (laptops, desktops, peripherals) through their entire lifecycle.
• Handle IMAC (Install, Move, Add, and Change) activities and desk-side support services.
• Diagnose and resolve hardware and software break/fix issues for desktops and laptops.
• Install, configure, maintain, and troubleshoot Windows operating systems.
• Support standard desktop applications, including Microsoft Office Suite and Outlook.
• Deploy, manage, and maintain desktop images, software packages, updates, and security patches.
• Perform software deployment, inventory management, reporting, and patch management using SCCM.
• Support and manage Microsoft Intune for endpoint management.
• Monitor desktop security compliance, antivirus status, and perform remediation where necessary.
• Ensure all desktop devices are configured with approved corporate desktop images.
• Administer printers, scanners, and other end-user peripherals.
• Troubleshoot issues related to Active Directory, SCCM, Windows OS, and user accounts.
• Utilize ServiceNow or similar IT Service Management (ITSM) tools to manage incidents, service requests, and problem tickets.
• Deliver VIP and executive desk-side support with professionalism and urgency.
• Serve as the primary onsite IT contact when other support teams are unavailable.
• Analyze recurring service desk incidents and recommend automation or user training opportunities.
• Coordinate hardware replacements and maintain spare inventory provided by vendors.
• Support VPN connectivity, Microsoft Lync/Skype for Business (or Microsoft Teams), and mobile devices.
• Collaborate with infrastructure, networking, and security teams to resolve complex technical issues.
• Maintain accurate documentation of incidents, resolutions, asset inventory, and support procedures.

Qualifications

• 2-4 years of experience in onsite desktop support or end-user computing (EUC).
• Strong knowledge of Windows Operating Systems.
• Experience supporting desktop hardware, laptops, and peripherals.
• Hands-on experience with Microsoft SCCM (System Center Configuration Manager).
• Experience with Microsoft Intune.
• Experience using ServiceNow or similar IT Service Management platforms.
• Strong knowledge of Microsoft Office applications, including Outlook.
• Experience with remote desktop support tools.
• Excellent troubleshooting and problem-solving skills.
• Strong communication and customer service skills.
• Ability to prioritize multiple support requests in a fast-paced environment.

Preferred Skills

• Experience with Active Directory administration.
• Knowledge of VPN troubleshooting.
• Experience supporting Microsoft Lync, Skype for Business, or Microsoft Teams.
• Experience supporting macOS devices, tablets, and mobile devices.
• Knowledge of printer and scanner administration.
• Experience providing Smart Hands & Feet support.
• Familiarity with endpoint security and antivirus management.
• IT certifications such as CompTIA A+, Microsoft Certified, ITIL Foundation, or equivalent are a plus.