Desktop Support Engineer — Windows & ITSM Expert

Sharp Brains

Kings Mountain (NC)

On-site

USD 52,000 - 78,000

Full time

7 days ago

Be an early applicant

Get more replies from employers

Send a job-specific resume in minutes.

Job summary

Sharp Brains is seeking an experienced Desktop Support Engineer to provide Level 1 end-user support onsite in a fast-paced enterprise environment. You will resolve hardware, software, operating system, and connectivity issues and work with IT teams on daily operations and deployments.

The role emphasizes customer service, documentation, and collaboration with Level 2/3 specialists, with responsibilities including imaging, software updates, and VPN connectivity support in a corporate setting in

Qualifications

Experience supporting Windows 10/11 desktops, laptops, printers, and mobile devices.
Proficient in Microsoft 365 administration.
Active Directory user administration.
Experience with ITSM ticketing systems (ServiceNow) in enterprise environments.
Experience with Intune and SCCM for device management.
Imaging and deployment of Windows devices across enterprise environments.
Knowledge of LAN, Wi‑Fi, TCP/IP basics.
Strong documentation and customer service skills.

Responsibilities

Provide Level 1 desktop support for desktops, laptops, printers, and mobile devices onsite.
Troubleshoot hardware, software, OS, network, and user account issues.
Manage incidents and service requests in ServiceNow per SLA.
Perform imaging, deployment, and replacement of Windows devices.
Install, configure, and update OSes, drivers, and applications.
Support Microsoft 365 apps including Outlook, Teams, and VPN connectivity.
Handle basic Active Directory tasks like user accounts and password resets.
Escalate tickets to Level 2/3, Networking, or Application Support as needed.
Assist with onboarding/offboarding and asset recovery.
Maintain accurate documentation of incidents and procedures.