Desktop Support Engineer(On demand/Freelancer)

Axiom Technologies; Arecibo (PR); Hybrid; USD 42,000 - 65,000; Full time

Job summary

Axiom Technologies is seeking a Desktop Support Engineer in a dispatch role to provide on-site and remote support for desktops, laptops, printers, and mobile devices. The role also coordinates ticket dispatch, tracks SLAs, and ensures efficient resource allocation across IT teams.

The ideal candidate has 1–2 years of desktop support experience, familiarity with Windows and macOS, and experience with ITSM tools. This is a hybrid position with potential on-site and remote elements.

Qualifications

• Associate or Bachelor's degree in Information Technology, Computer Science, 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 desktop, printer, and device support.
• Troubleshoot Windows, macOS, Office 365, networking, VPN, and key applications.
• Coordinate dispatch, prioritize tickets, and track SLA performance.
• Escalate complex issues to senior engineers when needed.
• Maintain thorough documentation of procedures and known issues.
• Follow up on open tickets to ensure timely resolution and customer satisfaction.

Skills

Windows & macOS support

Active Directory

Office 365

ITSM tools

Networking basics

Dispatching

SLA tracking

Communication

Education

Associate or Bachelor’s in IT/CS

1–2 years desktop support

Dispatching experience a plus

Tools

ServiceNow

Jira

Remedy

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).