Desktop Support Engineer(On-demad/ Dispatch)

Axiom Technologies; Warsaw (IN); Hybrid; USD 45,000 - 65,000; Full time

Job summary

Axiom Technologies is seeking a Desktop Support Engineer in a dispatch-capable, hybrid role to provide first- and second-line support for end users. The position requires triaging tickets, coordinating with technicians, and maintaining clear communication between IT and users.

The role emphasizes on-site and remote support, ticket monitoring, and escalation to senior engineers when needed to ensure timely resolutions and high customer satisfaction.

Qualifications

• Associate or Bachelor’s degree in IT or related field preferred.
• 1–2 years of hands-on desktop support or helpdesk experience.
• Experience with dispatching or coordinating IT support is a strong plus.

Responsibilities

• Provide on-site and remote support for desktops, laptops, printers, and mobile devices.
• Troubleshoot Windows, macOS, Office 365, networking, VPN, and related applications.
• Coordinate dispatch and assignment of service requests to technicians.
• Monitor tickets, track SLA, and maintain logs.
• Escalate complex issues to senior engineers.

Skills

Windows support

macOS support

Office 365

ITSM tools

Networking basics

Remote support

Education

IT-related degree

Tools

Active Directory

Exchange

ServiceNow

Jira

Zendesk

Job description

The Desktop Support Engineer in a dispatch role is responsible for providing first and second-level technical support while also managing the efficient assignment and dispatch of service requests. This hybrid role ensures end-user issues are resolved promptly—either directly or by coordinating with other technicians—by triaging tickets, prioritising tasks, and maintaining strong communication between IT and users.

Key Responsibilities

Technical Support

• Provide on-site and remote support for desktops, laptops, printers, mobile devices, and related hardware/software.
• Troubleshoot and resolve issues related to Windows, macOS, Office 365, networking, VPN, and other business-critical applications.
• Assist with system setups, hardware deployment, and software installations.
• Perform password resets, account unlocks, and basic user account administration.
• Maintain documentation of technical procedures and known issues.

Dispatch & Coordination

• Monitor incoming support tickets and assign them based on priority, issue type, location, and technician availability.
• Act as the central coordinator for all Desktop Support operations—ensuring efficient resource allocation.
• Follow up on open tickets to ensure resolution and customer satisfaction.
• Escalate complex or high-priority issues to senior engineers or other IT teams as needed.
• Track SLA compliance and keep stakeholders informed of ticket status and updates.
• Create shift handover reports and maintain accurate logs of ongoing issues.

Requirements

Education & Experience

• Associate or Bachelor’s degree in Information Technology, Computer Science, or related field preferred.
• 1-2 years of hands-on experience in a desktop support or helpdesk environment.
• Experience with dispatching or coordinating IT support is a strong plus.

Technical Skills

• Proficiency in supporting Windows and Mac OS environments.
• Familiarity with Microsoft Active Directory, Exchange, and Office 365.
• Experience with ITSM tools (e.g., ServiceNow, Jira, Remedy, Zendesk).
• Understanding of networking basics (TCP/IP, DNS, DHCP, VPN).

Preferred Certifications

• CompTIA A+, Network+, or Security+
• Microsoft Certified: Modern Desktop Administrator Associate
• ITIL Foundation (for process-oriented environments)

Work Conditions

• May include shift work, on-call rotation, or weekend support depending on business needs.
• Combination of desk-based and floor support (if on-site).