Desktop Support Engineer - Windows, O365 & ITSM Expert

Sharp Brains

Rural Hall (NC)

On-site

USD 42,000 - 62,000

Full time

14 days+

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Job summary

Sharp Brains, a global IT services provider delivering onsite IT support and enterprise infrastructure solutions, is seeking a Desktop Support Engineer to provide Level 1 end-user support onsite in a fast-paced enterprise environment.

The role involves troubleshooting hardware, software, Windows OS, and connectivity issues, imaging and deploying Windows devices, supporting Microsoft 365 apps, and coordinating escalation to Level 2/3 teams while maintaining accurate documentation and strong

Qualifications

Experience supporting Windows 10/11 across desktops, laptops, printers, and mobile devices.
Experience with Microsoft 365 administration and Outlook/Teams.
Active Directory user administration and password resets.
Familiarity with ITSM ticketing systems (ServiceNow) and incident management.
Imaging, deployment, and configuration of Windows devices.
Basic LAN/Wi‑Fi/TCP/IP networking knowledge.
Strong documentation, communication, and customer service skills.

Responsibilities

Provide Level 1 on-site technical support for desktops, laptops, printers, and mobile devices.
Troubleshoot hardware, software, OS, and connectivity issues and document steps taken.
Manage incidents and service requests in ServiceNow, following SLA requirements.
Perform desktop imaging, deployment, and replacement of Windows devices.
Install, configure, and maintain operating systems, drivers, apps, and updates.
Support Microsoft 365 applications, including Outlook, Teams, and VPN connectivity.
Perform basic Active Directory administration (user accounts, password resets).
Escalate to Level 2/3, Networking, or App Support as needed.
Support onboarding/offboarding activities and asset recovery.
Maintain accurate documentation and contribute to IT initiatives.